Overview
Early Thursday morning, February 6th, a code release caused checkout functionality to be unavailable for dealer customers from 6 a.m. to 2 p.m. EST. While checkout was successfully re-established at 2 p.m., we discovered a secondary issue affecting the completeness of billing and order information on customer transactions.
Our team worked through the night to address this issue and continues to implement measures to restore full system stability on February 7th. As of February 10, all systems are operational for North America- and Australia-based clients.
What you should know
- Security: This was not a security issue. Your information and your customers' information remained secure.
- [NEW] Data Correction: Orders placed on February 6 and before 1 p.m. EST on February 7 may be missing information. We are actively working to correct missing or partial customer order data and will provide further updates on when this process is complete.
FAQs
[updated February 10 @ 10:37 a.m. EST]
Q: Should I be concerned about the security of my site?
A: No, this is not a security issue. Our team was working on an issue within our software infrastructure and has resolved the issue.
Q: When can we expect a resolution?
A: [NEW] Our team worked diligently to resolve the issue as soon as possible, with all services operational on February 7 for U.S. & Canada-based clients. As of February 10, UK/EU-based clients may still be experiencing a service disruption with resolution expected later today. All orders placed after 1 p.m. ET on February 7 should display correct information.
Q: I'm unable to process payments from past orders. What should I do?
A: [NEW] As this outage included certain Control Panel features related to order processing and website performance, payment processing may also be affected -- such as missing or conflicting info on Billing Details.
Process affected orders manually through your payment processor (Stripe, Authorize.net, PayPal) by searching for the order by customer name or order amount. Orders placed after 1 p.m. ET on February 7 should display correct information.
Q: I processed an order but can't verify if I received payment. What should I do?
A: Please log into your payment processor account (e.g., PayPal, Stripe, or Authorize.net) to verify you've received payment from this order. If so, please process this order in-house if you are unable to do so in the SimplePart Control Panel.
Q: My package includes advertising spend? How is this affected?
A: All advertising spend was temporarily suspended for all sites during the outage. It has resumed automatically with no action required on your end.
Q: How will I be updated on any future outages or see notes from past outages?
A: Please reference status.simplepart.com for the latest updates. You may also subscribe to be notified of any updates. Or, check the Control Panel regularly as we will also post updates there.