Outage in Shopify

Some customers may be prevented from using Email OTP to sign into Shop Pay

Resolved Major
October 21, 2025 - Started 11 days ago - Lasted about 2 hours
Official incident page

Incident Report

Some customers may experience email sign in issues with Shop Pay.
Shopify is investigating an issue preventing users using Email One-Time-Password (OTP) to sign into Shop Pay.

This is affecting checkout.

Customers can still use SMS One-Time-Password (OTP).
Components affected
Shopify Checkout

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Latest Updates ( sorted recent to last )
RESOLVED 11 days ago - at 10/21/2025 06:10PM

Between 15:05 UTC and 17:34 UTC, we experienced an issue that impacted OTP email delivery for Shop Pay sign-ins. A fix was implemented at 17:34 UTC which resolved the issue. The monitoring period for this issue has ended and no further impact has been observed.

MONITORING 11 days ago - at 10/21/2025 05:38PM

This issue has been resolved and is being monitored.

IDENTIFIED 11 days ago - at 10/21/2025 05:07PM

We've identified the problem impacting OTP email delivery for Shop Pay sign-ins, and we're working on a solution.

INVESTIGATING 11 days ago - at 10/21/2025 03:59PM

We are investigating and will keep you updated. Workaround: buyers can still sign in with SMS One-Time-Password.

INVESTIGATING 11 days ago - at 10/21/2025 03:48PM

Some customers may experience email sign in issues with Shop Pay.
Shopify is investigating an issue preventing users using Email One-Time-Password (OTP) to sign into Shop Pay.

This is affecting checkout.

Customers can still use SMS One-Time-Password (OTP).

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