Critical incident

Rebuy: Admin and On-Site Functionality Degraded

Affected: API, Smart Cart, Checkout Extensions Widgets, A/B Testing, Smart Search, Admin Portal, Merchandising Widgets, Post-Purchase Offers, Smart Collections, Smart Flows, Thank You Page / Order Status Page Widgets, Bundle Builder, Data Sources, Landing Pages, Rebuy Monetize

Current status of Rebuy: Operational — live Rebuy status

Timeline

1. May 18, 2026, 19:10 UTC
   investigating
   Rebuy is currently experiencing issues affecting admin and on-site functionality. Our team is aware and actively working on a resolution.
2. May 18, 2026, 19:16 UTC
   identified
   The issue has been identified and a fix is being implemented.
3. May 18, 2026, 19:20 UTC
   monitoring
   A fix has been implemented and we are seeing on-site and admin functionality return to normal. The team continues to monitor.
4. May 18, 2026, 19:29 UTC
   resolved
   The issue has been resolved. We will be investigating the root cause and sharing a post-mortem once our review is complete.
5. May 20, 2026, 15:05 UTC
   postmortem
   **Incident Report: Admin and On-Site Functionality Disruption** **Date:** May 18, 2026 **Duration:** 3:10 PM – 3:29 PM ET \(~19 minutes\) **Summary** On May 18, 2026, merchants experienced a disruption affecting the Rebuy Admin Portal and on-site functionality including Smart Cart, Checkout Extensions, Post-Purchase Offers, A/B Testing, Smart Search, Smart Collections, and Rebuy Monetize. The issue was identified and resolved within 19 minutes. **Root Cause** The disruption was caused by a sequencing issue during a coordinated internal release. A database update that was required before new application code could safely serve traffic did not complete as expected. When the application code deployed and began serving requests, it encountered errors that cascaded across multiple product surfaces. **Resolution** We rolled back the affected services to the previous stable version within approximately 10 minutes of identifying the issue, which restored functionality for all merchants. The underlying database update was then completed successfully, and the full release was redeployed and verified shortly after. **What We're Doing** We are implementing additional verification gates in our multi-service release process to ensure that dependent infrastructure changes are confirmed live in production before downstream application code is allowed to deploy.

Updates as published by Rebuy (original).