Historical record of incidents for Fera
Report: "Cashback Incentives Not Functioning"
Last updateThis incident has been resolved.
We wanted to give you a quick heads-up — we're currently investigating an issue with cashback incentives not processing correctly after customers leave reviews. This means that for some shoppers, the promised cashback may not be triggering as expected. We know how important incentives are for encouraging reviews, and we’re working quickly to get everything back on track. Thanks for your patience, and we’ll keep you posted!
Report: "Cashback Incentives Not Functioning"
Last updateThis incident has been resolved.
We wanted to give you a quick heads-up — we're currently investigating an issue with cashback incentives not processing correctly after customers leave reviews.This means that for some shoppers, the promised cashback may not be triggering as expected. We know how important incentives are for encouraging reviews, and we’re working quickly to get everything back on track.Thanks for your patience, and we’ll keep you posted!
Report: "Reviews Management Table: Degraded Performance"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are currently experiencing increased number of sign ups, which leads to slowness in loading the reviews in your dashboard.
Report: "Fera App Access Issue on Shopify"
Last updateThis incident has been resolved.
Merchants reported being unable to open the Fera app via Shopify Admin, affecting their ability to manage reviews. We're looking into the issue and trying to find a solution. Temporary Workaround: - Merchants could access Fera directly via app.fera.ai.
Report: "Slowness In Fera Widgets Loading"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Reviews Management Table: Degraded Performance"
Last updateThis incident has been resolved.
We are currently experiencing increased number of sign ups, which leads to slowness in loading the reviews in your dashboard. Other components aren't affected.
Report: "Messages Are Delayed"
Last updateThis incident has been resolved.
We ran into a bit of an issue earlier—a spammer created some accounts and sent a bunch of messages, which temporarily clogged up our system. Because of this, some legitimate messages got delayed. The good news? Your messages are safe! Our queue is preserved, and we’ll be backfilling everything shortly. We're also putting extra measures in place to prevent this from happening again. Thanks for your patience—we’ll keep you posted!
Report: "Delays in Fera review imports"
Last updateThis incident has been resolved.
Merchants may experience slower than usual review imports from external sources. We are actively working to resolve this issue as quickly as possible and will provide updates as soon as we have more information. We appreciate your patience and understanding. If you have any questions or concerns, please reach out to our support team.
Report: "Reviews Management Table: Degraded Performance"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently experiencing slowness in loading the reviews in your dashboard. Other components aren't affected.
Report: "Reviews Table: Degraded Performance"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently experiencing slowness in loading the reviews in your dashboard. Other components aren't affected.
Report: "Rebooting one of our DBs"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We're rebooting one of our databases. We'll be back online in about 15-20min.
Report: "Degraded performance"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Reviews Management Table isn't loading properly!"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are experiencing an elevated level of API errors for the Reviews Management Table and are currently looking into the issue.
Report: "Live chat software experiencing issues (Intercom)"
Last updateThis incident has been resolved.
Our live chat software is experiencing issues (Intercom). The problem seems to be intermittent. If you have any issues please email help a-t fera do-t ai to make sure we get your support inquiry while Intercom is resolving the issue. Sorry!
Report: "Database Migration"
Last updateThis incident has been resolved.
Still just catching up on old messages scheduled to send and old data syncs. About 30min behind so far on data syncs.
Issues are fixed and we are now just monitoring and catching up on background workers. Things should be back to normal on their own soon.
Having problems during a database upgrade. Working on ensuring everything is back to normal.
Report: "Management interfaces not loading"
Last updateThis incident has been resolved.
We are experiencing an elevated level of API errors and are currently looking into the issue.
Report: "Management interfaces loading slowly"
Last updateThis incident has been resolved.
Management interfaces loading slowly - investigating.
Report: "App management down"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Dashboard error"
Last updateThis incident has been resolved.
We're working on putting out a fix.
Report: "Google shopping syncs not working"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
Google shopping syncs are currently broken due to a server outage. We're working with our server management company to get it back up.
Report: "Degraded performance"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We're working on releasing a new update to speed things up, but incidentally it is causing some slowdowns during the deployment process. We're working hard to figure out the problem and resolve them. The team really appreciates your patience!
Report: "Degraded performance"
Last updateThis incident has been resolved.
Performance should be much better now, but still investigating the issue and considering a fix.
We are currently investigating this issue.
Report: "Degraded management UI performance"
Last updateThis incident has been resolved.
We're investigating why some admin requests are going slower than expected.
Report: "Database outage"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Photo and video uploads down"
Last updateThis incident has been resolved.
A fix has been deployed and we're just waiting for caches to update.
We are currently investigating this issue.
Report: "Heavy load"
Last updateSome heavy requests from our merchants caused some slowdowns for other merchants. We've made the appropriate upgrades to prevent this situation in the future.
Report: "Database reached limit - doing upgrades"
Last updateWe've resolved the incident.
One of our databases reached a limit and we're working on an impromptu upgrade.
Report: "Degraded performance"
Last updateThis incident has been resolved.
We are currently looking into why every 15 minutes we're seeing slightly degraded performance of our APIs.
Report: "Database outage"
Last updateThe issues have been solved. The problem was rooted in grouped product review counts updating. We had some locking on the database that we implemented some fixes to solve.
We are continuing to investigate this issue.
We are currently investigating the issue.
Report: "Performing some upgrades that mostly affect automations and syncs."
Last updateEverything is back to normal.
We are continuing to monitor for any further issues.
Move things have been solved but still just catching up on some lower priority events from stores. We'll be back to 100% shortly.
We're working on updating some of our servers. The update should complete within the next 20 minutes, then it'll take about 30 minutes for customer message (review request) queues to catch up, so we should be back to normal within the next hour or so.
We are continuing to monitor for any further issues.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
Some of our services will have downtime during this maintenance period of around 15 minutes.
Report: "Degraded performance"
Last updateMaintenance that affects the interface has been completed and everything should be back operational. We'll continue to keep an eye on things and update if needed.
We're working on some old data cleanup procedures that might result in degraded performance until we've completed the updates. This mostly only affects management of your Fera account and legacy features. It may also slow down review requests sent in the background or data syncs with eCommerce platforms.