Degraded perfomance

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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

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.