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Our monitoring team has detected increased error rates for FastStore. Stores using FastStore may be experiencing intermittent errors when visiting certain pages. Our incident response team is working to identify the root cause. We will send an additional update as soon as we have more information to share.

The fix for the issue in FastStore service has been implemented. Affected accounts should no longer experience issues when accessing their stores. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. **Summary** On Jun 16, 2026, from 18:16 to 19:36 UTC, shoppers navigating in FastStore storefronts experienced intermittent while browsing through some pages. The occurrence of this symptom was dependent on the cache available to the shopper. Around 19:30 UTC we noticed an improvement in FastStore navigation, normalizing by 19:36 UTC. We apologize for any inconvenience this may have caused.

We are currently investigating an issue affecting post purchase flow. Affected users may see orders stuck in a particular status, with updates not progressing as expected. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue affecting post purchase flow has been implemented. Affected stores should no longer experience stuck in orders and are now being processed. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. **Summary** In this incident some merchants experienced issues in order management, particularly in processing the orders status workflow. Shoppers were not directly affected by this incident, only the post-purchase order processing was affected. We apologize for any inconvenience this may have caused.

We are currently investigating an issue affecting post purchase flow. Affected users may see orders stuck in a particular status, with updates not progressing as expected. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

We are still investigating the issue affecting the post purchase flow. Our team continues to analyze the behavior and collect additional data to determine the root cause. We will provide an additional update in the next 30 minutes, or sooner if more information becomes available.

We continue to observe delay in the post purchase flow. We are actively working on mitigation actions and will provide further updates as soon as more information becomes available.

The fix for the issue affecting post purchase flow has been implemented. Affected stores should no longer experience stuck in orders and are now being processed. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. **Summary** On May 14, 2026, from 04:49 to 07:57 UTC, some merchants experienced issues in order management, particularly in processing the orders status workflow. Around 07:41 UTC we noticed an improvement in order processing, normalizing by 07:57 UTC. Shoppers were not directly affected by this incident, only the post-purchase order processing was affected. We apologize for any inconvenience this may have caused.

We are investigating an issue affecting checkout availability. Sales may be partially affected, and an issue is also impacting store navigation and session stability for users accessing stores via the Legacy Portal. We will send an additional update within the next 30 minutes or as soon as we have more information to share.

We are monitoring checkout services after the adjustments have been applied. At this time, sales may be partially affected, as well as PDP store navigation, only for customers accessing stores through the Legacy Portal. We will send an additional update within the next 30 minutes or as soon as we have more information to share.

This incident has been resolved. Summary Checkout services were fully normalized at 16:34 UTC and PDP store navigation (Legacy Portal) services were fully normalized at 16:43 UTC.

The fix for the issue in Orders has been implemented. Merchants may be experiencing issues in order management, particularly in advancing the orders workflow in Processing and Payment Pending status.  Our incident response team is working to reprocess affected orders and transactions as soon as possible. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. **Summary** On May 09, 2026, from 06:24 to 07:16 UTC, some merchants experienced issues in order management, particularly in advancing the orders workflow in Processing and Payment Pending status. We apologize for any inconvenience this may have caused.

We are currently investigating an issue affecting login functionality. Some users may be experiencing errors during the login process. Our incident response team is working to identify the root cause and implement a solution. We will provide an update within the next 30 minutes, or sooner if more information becomes available.

A fix for the login issue has been implemented. Affected users should no longer be experiencing login errors. Our incident response team is monitoring to ensure that normal platform behavior is fully restored. We will provide another update within the next 30 minutes or sooner if more information becomes available.

This incident has been resolved. **Summary** On Apr 14, 2026, from 20:40 to 22:30 UTC, some accounts experienced login instability that impacted access to the platform. This incident was triggered by a recent platform improvement that led to unexpected instability. We mitigated its impact by implementing corrective measures to restore stability. Our sales flow was unaffected during this incident. We apologize for any inconvenience this may have caused.

We are currently investigating an issue affecting storefront availability. Affected users may be experiencing intermittent issues accessing the store, including errors such as 504 Gateway Timeout. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

We are still investigating the issue affecting storefront access and error rates. Our team continues to analyze the behavior and collect additional data to determine the root cause. At this time, some users may still experience intermittent errors, including 504 Gateway Timeout, when accessing the store. We are actively working on mitigation actions and will provide further updates as soon as more information becomes available.

We are currently investigating an issue causing instability and intermittent behavior. Multiple stores are experiencing degraded performance, with symptoms that may include slowness, intermittent failures, loading errors, and occasional inability to access certain pages. Our team is actively working to identify the root cause and implement mitigation measures. We will provide further updates as soon as more information becomes available.

We continue to observe intermittent instability affecting multiple stores, with symptoms that may include slowness, intermittent failures, loading errors, and occasional inability to access certain pages. Mitigation measures are in progress to reduce impact. We will provide further updates as soon as more information becomes available.

We have identified cache-related issues as a contributing factor to the instability affecting the platform. Our team is actively working to implement a solution while minimizing the impact. We will provide an additional update in the next 30 minutes, or sooner if more information becomes available.

The fix for the issue affecting storefront availability and platform stability has been implemented. Affected stores should no longer experience slowness, intermittent failures, loading errors, or issues accessing certain pages. Our incident response team is monitoring to ensure that normal platform behavior is fully reestablished. We will provide an additional update in the next 30 minutes, or sooner if more information becomes available.

The platform remains stable following the implemented solution. We are currently verifying a small number of errors affecting some stores. Our teams are actively investigating these occurrences and closely monitoring the environment to ensure continued stability. We will share further updates as more information becomes available.

The platform remains stable following the implemented solution, with no widespread issues observed. We are continuing to monitor the environment while investigating a small number of residual errors affecting a limited set of stores. Our teams remain actively engaged to ensure full stability and will provide another update within 30 minutes or sooner if needed.

We have identified an issue affecting the search functionality and have implemented additional mitigation measures. The platform remains stable, and our teams are closely monitoring the environment to ensure the effectiveness of the applied actions. We will provide further updates as more information becomes available.

The platform remains stable and operating as expected following the mitigation actions. At this time, only a very small number of stores are experiencing isolated errors, with minimal impact. Our teams are actively working to fully resolve these residual issues and ensure complete stability.

We continue to monitor the platform, which remains stable. A small number of stores may still experience isolated errors with minimal impact. We will provide further updates as more information becomes available.

System performance remains within expected levels. A small number of isolated errors continue to affect a limited set of stores, with low overall impact. We will share the next update as soon as there are meaningful developments.

We continue to observe a small number of errors affecting some stores. Our teams remain actively working to ensure full stability.

We are still observing a very small and intermittent issue affecting product search for a limited number of stores, with minimal overall impact. Our teams continue to monitor the platform.We will share the next update as soon as new information becomes available.

This incident has been resolved. We will provide further information in a public incident report. **Summary** On Mar 20, 2026, from 19:38 to Mar 21, 2026, 04:19 UTC, affected stores experienced intermittent instability impacting storefront availability and product search. During this period, some users encountered degraded performance, including increased latency, intermittent errors, page loading failures, and occasional difficulty accessing specific storefront pages. The incident was caused by cache-related issues that led to broader platform instability. Mitigation actions were applied to stabilize the environment, followed by continuous monitoring to ensure full recovery. The sales flow was partially and intermittently impacted for a limited number of accounts over a period of approximately 8 hours and 41 minutes. We apologize for any inconvenience this may have caused.

We are currently investigating an issue in FastStore WebOps. A subset of clients could be experiencing issues seeing FastStore WebOps deployments. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update as soon as we have more information to share.

The fix for the issue in FastStore WebOps has been implemented. Affected accounts should no longer be experiencing issues seeing FastStore deployments. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. **Summary** In this incident, affected accounts experienced issues seeing FastStore deployments. During this incident period, most deployments failed, meaning it was not possible to make changes to published storefronts. Our sales flow was unaffected during this incident, but storefront updates for a few accounts using FastStore WebOps was impacted in this period. We apologize for any inconvenience this may have caused.

We are currently investigating an issue in Intelligent Search. The affected accounts may be experiencing issues where searches are not returning products. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue in Intelligent Search has been implemented. Affected accounts should begin seeing their products gradually return in search results. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

Our incident response team is still monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

**Summary** On February 20, 2026, from 18:33 to 19:22 UTC, affected accounts experienced an issue where search was not returning products. The incident was triggered by a configuration issue in Intelligent Search. We mitigated the impact by restoring the system configuration. The sales flow was partially affected during this period, impacting some accounts for approximately 49 minutes. We apologize for any inconvenience this may have caused.

We are currently investigating an issue in Intelligent Search. The affected accounts may be experiencing issues where searches are not returning products. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue in Intelligent Search has been implemented. Affected accounts should begin seeing their products gradually return in search results. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. **Summary** On February 11, 2026, from 14:14 to 14:55 UTC, affected accounts experienced an issue where search was not returning products. The incident was triggered by a configuration issue in Intelligent Search. We mitigated the impact by restoring the system configuration. The sales flow was partially affected during this period, impacting some accounts for approximately 41 minutes. We apologize for any inconvenience this may have caused.

We are currently investigating an issue in our Checkout. Affected Accounts may be experiencing errors when trying to purchase orders. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue in our Checkout has been implemented. Affected Accounts should no longer be experiencing errors when trying to purchase orders. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. We will not provide further information in a public incident report. **Summary** On Feb 02, 2026, from 19:15 to 19:33 UTC, affected accounts encountered errors when attempting to place orders. The incident was caused by a degradation in one of our internal infrastructure components. The platform stabilized shortly after, and no further impact was observed. Our sales flow was affected during this incident, impacting most accounts for 19 minutes. We apologize for any inconvenience this may have caused.

This incident has been resolved. We will provide further information in a public incident report. **Summary** On Jan 29, 2026, from 19:55 to 20:21 UTC a subset of customers experienced checkout errors. This incident was caused by an internal deployment issue that temporarily affected checkout service behavior. The situation was mitigated through manual intervention, restoring normal service levels. Our sales flow was partially affected during this incident, impacting a subset of customers for 26 minutes. We apologize for any inconvenience this may have caused.

We are currently investigating an issue in our Checkout Module. A subset of customers may be experiencing errors when trying to place orders. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

We are currently investigating an issue in Orders API considering API keys. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue has been implemented, we're monitoring. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished.

This incident has been resolved. We will provide further information in a public incident report.

A subset of merchants are experiencing errors when accessing the admin since Jan 22, 2026 10:56 UTC Our global sales flow was unaffected during this incident. We apologize for any inconvenience this may have caused. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. We will provide further information in a public incident report

We are currently investigating an issue in our login service. Our customers may be experiencing errors while logging in and placing orders. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

We have identified the contributing factors of the issue in our login service. Our incident response team estimates that the fix will be implemented in the next minutes. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

We have identified the contributing factors to the issue in our login service and are still implementing the fix. Our incident response team estimates that the fix will be implemented in the next minutes. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue in our login services has been implemented. Our customers should no longer experience errors when logging in and placing orders. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. We will provide further information in a public incident report. **Summary** On Dec 20, 2025, from 02:09 to 04:10 UTC, our customers experienced errors while logging in and placing orders. This incident was triggered by an error in an internal system responsible for managing access for other applications. The issue was mitigated by deploying a new environment. Our sales flow was affected during this incident, impacting most accounts for 1 hour and 57 minutes. We apologize for any inconvenience this may have caused.

We are currently investigating an issue that is impacting the processing of orders. Our team is actively working to identify the root cause and restore full functionality. We will provide further updates as more information becomes available.

We have identified the contributing factors of the issue, and a fix is being implemented. The checkout process is showing signs of stabilization, and error rates have started to decrease. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The checkout process is now stable, and all errors have been resolved. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The services have been restored. At this time, no further errors are being observed. We are closely monitoring the platform to ensure continued stability.

This incident has been resolved. We will provide further information in a public incident report. **Summary** The incident has been resolved and the platform is operating normally. Monitoring has not detected any additional errors, and system performance has remained stable. Our engineering teams worked to mitigate the issue by applying infrastructure and service adjustments, including traffic rebalancing and improvements to connection handling. We apologize for any inconvenience this incident may have caused and appreciate your patience while we worked to restore full service.

We are currently experiencing an issue impacting store navigation and session stability for users accessing stores via the Legacy Portal.

The fix for the issue has been implemented. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished.

During an infrastructure migration process, one of our services experienced instabilities. To restore stability, we scaled up the previous environment and redirected traffic to the healthy environment. The impact was confined to service instabilities, with no disruption to sales or critical workflows

We are currently investigating an issue in the Payments Gateway. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

We have identified the contributing factors of the issue in Payments Gateway. Our incident response team is working to normalize the scenario. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

The fix for the issue in Payments Gateway has been implemented. Shoppers should no longer experience issues completing purchases. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

This incident has been resolved. We will provide further information in a public incident report. **Summary** On Oct 31, 2025, from 13:47 to 14:15 UTC, shoppers experienced issues in finishing purchases. Our sales flow was affected during this incident, impacting all accounts for 28 minutes. We apologize for any inconvenience this may have caused.

We are currently investigating an issue in Pick and Pack. Affected accounts may be experiencing a service interruption in the order flow. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next hour, or as soon as we have more information to share.

We have identified the contributing factors to the Pick and Pack issue. Our incident response team is currently working to restore the service. We will provide another update within the next hour or as soon as more information becomes available.

The fix for the Pick and Pack issue has been implemented. Affected accounts should no longer be experiencing issues with the order flow. Our incident response team is monitoring the situation to ensure that normal platform behavior is fully restored. We will provide another update within the next 15 minutes, or as soon as more information becomes available.

This incident has been resolved. Summary On October 21, 2025, between 17:47 UTC and 19:29 UTC, some accounts experienced interruptions in the Pick and Pack order flow. The incident was caused by issues within the Pick and Pack service, which temporarily disrupted normal order processing. Our team implemented a fix to restore service stability and prevent further impact. We sincerely apologize for any inconvenience this may have caused.

We are currently investigating an issue in multiple platform components. All stores may be experiencing problems in order placement and admin operations. Our incident response team is working to identify the root cause and implement a solution. We will send an additional update in the next 30 minutes, or as soon as we have more information to share.

Our team continues to investigate the issue and we’ll continue to keep you posted as soon as we have more information.

We’re seeing signs of recovery across the affected platform components. Order placement and admin operations are gradually returning to normal. Our engineering team remains in close and constant contact with our cloud infrastructure provider and continues to monitor the situation to ensure full stability. We’ll share another update once recovery is fully confirmed.

The issue has been mitigated for order placement. Storefront navigation and admin operations are mostly restored, though some merchants may still experience occasional delays in order processing or navigation errors in certain areas of the platform. Our engineering team continues to actively work on these residual issues to ensure full recovery.

Delays in order processing are now resolved. A group of accounts may still face a high error rate on admin operations and VTEX IO apps. We identified a problem with the catalog service for Seller Portal accounts, which affects checkout flow. Our engineering team continues to actively work on these residual issues to ensure full recovery.

The issue for Seller Portal accounts is already resolved. We are still working on issues generating a high error rate on VTEX IO storefront, apps, and admin operations. Additionally, we are investigating an issue on the login using OTP via email. Our engineering team continues to actively work on these residual issues to ensure full recovery.

Our engineering team remains focused on the intermittent high error rate for VTEX IO storefronts, apps, and admin operations. The issue preventing email messages has been identified, and we are working on a fix to fully restore it. We will send an additional update in the next 1 hour, or sooner if we have additional information.

We continue to observe intermittent errors impacting VTEX IO storefronts, apps, and admin operations. Email delivery and related services may also be temporarily affected. Our team is focused on minimizing the impact on critical flows. The cloud provider has identified the root cause and is actively working to mitigate the issue. We will share another update within the next hour, or sooner as we have more information.

We continue to observe intermittent errors affecting VTEX IO storefronts, apps, and admin operations. Some third-party applications may also experience periods of instability or degraded performance. An issue was identified in the event workflow earlier today, which has since been mitigated. The backlog of events is currently being processed as systems return to normal operation. Our team remains focused on minimizing the impact on critical customer flows. We will share another update within the next hour, or sooner as more information becomes available.

Error rates are showing signs of improvement, and services are gradually recovering, though some areas may still experience degraded performance. The Message Center is now fully operational, and the email delivery service has been restored with some delay. Order indexing has also been reestablished and is being processed with minor delays. Our team remains focused on minimizing the impact on critical customer flows. We will share another update within the next hour, or sooner as more information becomes available.

Error rates have significantly improved and most VTEX IO storefront, app, and admin operations are stable. Some components may still experience residual latency or occasional errors as systems fully recover. Our engineering team continues to monitor platform performance to ensure complete stabilization.

This incident has been fully resolved. Summary On October 20, 2025, between 07:02 and 21:22 UTC, some accounts experienced errors impacting VTEX IO storefronts, apps, Admin, Message Center, and order flows. The issue was caused by degraded infrastructure services, which affected multiple platform components and led to instability across key commerce flows. Our engineering team mitigated the impact by restoring the affected infrastructure services and ensuring full recovery of dependent systems. All impacted services are now fully operational, and normal platform performance has been reestablished. We recognize that this incident disrupted critical sales and operational processes for our customers, and we sincerely apologize for the inconvenience caused.

We are currently investigating an issue affecting Catalog. Some accounts may experience delays in product indexing. Our incident response team is actively working to identify the root cause and implement a solution. We will provide another update within the next hour, or sooner if more information becomes available.

We have identified the contributing factors to the issue affecting Catalog. Our incident response team has performed a service optimization to restore the product indexing queue. We will provide another update within the next hour, or sooner if more information becomes available.

The fix for the issue in Catalog has been implemented. The product indexing queue is gradually returning to normal. Our incident response team is actively monitoring to ensure that normal platform behavior is fully reestablished. We will provide another update within the next 30 minutes, or sooner if more information becomes available.

This incident has been fully resolved. Summary On October 20, 2025, between 07:02 and 23:51 UTC, some accounts experienced errors impacting VTEX IO storefronts, apps, Admin, Message Center, order flows, and product indexing. The issue was caused by degraded infrastructure services, which affected multiple platform components and led to instability across key commerce flows. The disruption was caused by a reputable infrastructure provider outside VTEX’s direct control, consistent with the third-party exclusions defined in our service-level agreements. Our engineering team mitigated the impact by restoring the affected infrastructure services and ensuring full recovery of dependent systems. We apologize for any inconvenience this may have caused.