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This issue has been resolved.

We are now processing new orders without delays. Some orders placed between March 18h, 2PM EST and March 19th 4PM EST might still experience temporary processing delays.

We are currently investigating an issue that is causing temporary delays in processing orders for some accounts. Thank you for your patience as we work to resolve this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue related to errors connecting to BigCommerce and Shopify POS. No data will be lost as part of this investigation. Thank you for your patience as we work to resolve this issue.

This incident has been resolved.

We are continuing to work on a fix for this issue.

The issue has been identified and a fix is being implemented.

Smile is currently unavailable on the Shopify app store. We are implementing a fix for a technical issue causing this and estimate we should be able to become available soon. At present we recommend that users do not uninstall the application while we work to resolve this issue. No customer facing components (i.e. earning and redeeming points) are impacted by this issue, and no customer data will be lost as a result. Thank you for your patience.

This incident has been resolved

We are currently experiencing a temporary issue affecting the "Customers Filter and Export" functionality and report displays within our admin interface. Our team is aware of the situation and is actively working to resolve it as swiftly as possible. We apologize for any inconvenience this may cause and appreciate your understanding and patience during this time. For any urgent matters or further inquiries, please feel free to contact our support team. Thank you for your cooperation.

This incident has been resolved.

A fix has been implemented and we're monitoring the results. Thank you for your patience.

We are currently investigating an issue impacting our database that is resulting in degraded application performance. We have identified the root cause of this issue and are currently working to implement a solution. Thank you for your patience as our team works to resolve this issue.

This issue has been resolved, and points are now being awarded without undue delay.

We are currently experiencing delays processing order data due to an issue our team has identified. This means that it might take more time than usual for points to be awarded correctly. Our Engineering team are actively investigating this issue, and no data will be lost as a result of these processing delays. Thank you for your patience as we work to resolve this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue with installation of Smile on Shopify stores.

This incident has been resolved.

We are currently experiencing some latency potentially impacting the Smile UI (launcher and panel), Smile Admin and App blocks. Our team have implemented and are monitoring a fix, however, during this time there may continue to be some delays impacting those services. No data will be lost as a result of this issue. Thank you for your patience as we work to resolve this issue.

This issue has been resolved.

A fix has been implemented and we are monitoring the results.

Our team has identified an issue with platform wide delays in background processing functionalities. These delays include email notifications, VIP tier placement, processing referrals and program branding changes. Our team are actively investigating this issue and no data will be lost as a result of these processing delays. Thank you for your patience as we work to resolve this issue.

This incident has been resolved.

We are currently investigating delays in processing for VIP programs. This means that it may take a little longer than usual after an order is placed to see updates in the panel or admin for the customer's correct VIP tier. No data will be lost as a result of these delays, and our team is looking into this issue. Thank you for your patience as we investigate and resolve this.

This incident has been resolved.

We are aware of an issue that is preventing our app from being installed. We are actively working to resolve this and will release an update here as soon as possible. We apologize for any inconvenience this may cause and appreciate your patience.

This incident has been resolved.

We've been made aware of an issue with our Shopify POS integration that's causing points redemption to not work in Shopify POS. We are currently investigating this issue.

Thank you so much for your patience. This incident has been resolved. If you're still experiencing issues loading your website - please try fully closing and re-opening your browser. Please reach out to help@smile.io if you have any additional questions or concerns.

A fix has been implemented and we are monitoring the results.

We are actively investigating an issue where some of our scripts are causing intermittent load issues on merchants' sites.

This issue has been resolved by our ESP. Reward emails should be going out normally now.

Due to some issues on our email service provider's (ESP) end - reward emails are currently significantly delayed. Note that if you use our passwordless login feature - this means that guests will temporarily not be able to login to the rewards panel via magic link. Our ESP is looking into the issue.

This incident has been resolved.

Shopify seems to have fixed the issue that was causing Shopify POS integrations to not work properly. You should be able to add Smile tiles to your POS app and allow customers to redeem points on POS rewards again. We are continuously monitoring and will keep this page updated.

We've been made aware of an issue with our Shopify POS integration that's causing points redemption to not work in Shopify POS. We are currently investigating this issue.

This incident has been resolved.

Points awarding is currently delayed. Your customers will receive points for their actions later than usual. Our team will be monitoring processing times over Cyber Monday and will update this status page accordingly. While we don’t have an ETA on when processing will be fully completed, these delays are temporary, and your shoppers will not lose any data.

This incident has been resolved.

Points awarding is delayed by up to 5 hours. Your customers will receive points for their actions later than usual. Our team will be monitoring processing times over the week of Black Friday and Cyber Monday and update this status page accordingly. While we don’t have an ETA on when processing will be fully completed, the delays are only temporary, and your shoppers will not lose any data.

Points awarding is delayed by around 30 minutes ~ 4 hours. This means that your customers will receive points for their actions later than usual (about 30min to 4 hours after they complete their action). Our team will be monitoring processing times over the week of Black Friday and Cyber Monday and update this status page accordingly. While we don’t have an ETA on when processing will be fully completed, the delays are only temporary, and your shoppers will not lose any data.

This has been resolved. The Customer search functionality should be working properly in the Smile admin.

The "customer search" functionality within Smile admin is experiencing degraded performance, which may cause delays or errors for merchants searching for newer customers at app.smile.io/customers. If you cannot find a particular customer, and urgently need to access their profile within Smile admin - please email help@smile.io and provide your store URL, as well as the customer(s)'s email address.

This incident has been resolved.

We are seeing some delays in processing of customer VIP tiers. This means that it may take a little longer than usual after an order is placed to see updates in the panel or admin for the customer's correct VIP tier. No data will be lost as a result of these delays, and our team is looking into this issue.

This incident has been resolved.

The Smile panel & Smile admin could be taking longer to load, or error’ing intermittently. If you are querying our API directly, you may also be seeing intermittent errors and generally slower response times. Our engineering team is looking into this issue.

This incident has been resolved.

We're seeing some intermittent delays in Shopify order processing. This means that it may take a little longer than usual after an order is placed for the points to be awarded to the customer. Our team is looking into this issue.

This incident has been resolved.

Points awarding for orders are delayed at the moment. We are currently investigating this issue.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

We are currently investigating this issue. In the meantime - please have your customers login through your site's account login page. If they do not have an account, please direct them to your site's account creation page.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue. This only affects merchants who use our API feature. All other API endpoints working as expected. In the meantime - please make points adjustments through the Smile admin.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue. If you need help finding a customer in Smile admin in the meantime, please reach out to help@smile.io with the customer's email address.

This incident has been resolved.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

We are continuing to investigate this issue.

Order processing (points rewarding) and customer syncing (sign up points) delays have been cleared up. We're still seeing some delays in Email delivery, VIP placement, and order attribution (coupons being marked as used, referrals getting completed, performance page getting updated). No data will be lost.

We have discovered a delay in all email being sent from Smile.io to merchants and shoppers due to extremely high volumes of orders. Our engineering team is working to get emails flowing again for all shoppers and merchants as soon as possible. In the meantime, emails are not being lost, only queued up for sending as soon as we are able. Thank you for your patience.

We are currently investigating degraded performance including order processing, points not being awarded for orders and branding/app visibility related delays. No order data for these delays will be lost and points will be awarded as expected once this issue is resolved. Thank you for your patience while we work to resolve this issue.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

Merchants will not be able to login to Smile admin (backend), and customers will not be able to login to their rewards accounts. We are currently investigating this issue - we will keep this status page updated.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

We have taken action to diagnose and apply a fix to our systems. BigCommerce and Shopify stores will now be working normally. We are unable to process Wix loyalty points at this time due to an issue with connecting to Wix. We are monitoring the situation at this time.

The issue has been identified and a fix is being implemented.

We are currently investigating an issue related to degraded performance in order processing, including points not being awarded for orders. Order data for these delays will not be lost and points will be awarded as expected once resolved. Thank you for your patience while we resolve this issue.

Between 2:30 and 3:00 Eastern Time, Smile's "customer search" functionality experienced degraded performance, which may have caused delays or errors for merchants searching for customers at app.smile.io.

The incorrect data has been corrected, and all Wix merchants should now see the correct Smile plan level within their Smile account.

Smile Engineering noticed some incorrect data from Wix APIs and systems is causing display issues for a small group of merchants on the Wix platform. No store functionality has been impacted, but a few Wix Merchants may notice an incorrect Smile plan level through the rest of today, and a few erroneous emails about upgrades or downgrades to Smile plan levels may have been sent to a subset of Wix Merchants. No more Wix merchants will be impacted, and no merchants on other platforms are affected.

A fix has been released, and BigCommerce merchants are once again able to create and modify rewards for their programs.

The Smile team has identified the cause of the issue and is working on a fix.

We are investigating reports that BigCommerce merchants are unable to configure new rewards or modify existing rewards for their loyalty programs. Merchants using platforms other than BigCommerce are not affected.

At this time we have tested and verified a fix for this issue, and as a result Wix merchants are once again able to upgrade and downgrade their accounts.

As of 6/3/2021 at 11:11 am ET Smile Engineering became aware of an issue with our integration with Wix that allows for Wix merchants to sign up for Smile, upgrade, or downgrade their accounts. All other normal functionality for merchants and their shoppers is working as expected. We have discovered the source of this issue, and are working with Wix to resolve it. In the mean time, Wix merchants will not be able to upgrade or downgrade their Smile accounts, but new accounts can be created. We will give an update as soon as we are able to re-enable this functionality. All merchants on platforms other than Wix are unaffected.

This incident has been resolved.

We have identified an issue in which processing delays are resulting in delays to changes made on Smile UI. If any changes are made to your program, Nudges, or design of the Smile launcher, the update will be delayed. Customer points balances and redemption transactions are not impacted by this issue. We are working to fix this issue to return to our usual processing. Any changes made will still occur, but will be delayed. Thank you for your patience!

This 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.

This 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.

All delays, including the backlog in awarding points, have cleared. Thanks again for your patience!

The delay in accessing Smile has cleared. We continue to see a small delay in awarding points for customers and our team is working to clear this backlog. We will update again when this is complete. Thank you for your understanding!

We are currently seeing a small delay in awarding points for customers, and some merchants may experience delays in accessing Smile. Our team is working to correct this as soon as possible and we will update here when it is resolved. Thank you for your understanding!

All remaining data has been synced in impacted integrations. Thank you again for your patience as this was resolved.

Current customer data continues to sync without delay, and the majority of previous customer data has been updated in impacted integrations. We anticipate any remaining outdated data to be updated next week. We appreciate your continued patience, and will post an update when all remaining data is up to date.

Current customer data is now syncing to impacted app integrations without delay, including Omnisend. Some outdated customer data may remain in the impacted integrations, and we are continuing to work to ensure all data is up to date We appreciate your patience as we continue to work on this, and will post an update when all remaining data is up to date.

Current customer data is now syncing to impacted app integrations without delay. Some outdated customer data may remain in the impacted integrations, however we are now working to ensure all remaining data is up to date. No data is currently syncing with the Omnisend Integration, and our team is working to get this corrected as soon as possible. We appreciate your patience as we continue to work on this, and will post an update when all remaining data is up to date.

Some app integrations are experiencing syncing delays. These delays are impacting integrations including Gorgias, Omnisend, Privy, SMSBump and CM Commerce, Springbot and Remarkety. No data will be lost, however it may take additional time for data to sync from Smile. We appreciate your patience as the data syncs, and will post an update as the delay clears.

All impacted Smile accounts have now been restored, and the delay in processing data has resolved. Thank you again for patience. If you have any additional questions about your account, please reach out to us at help@smile.io

All impacted Smile accounts have now been restored. We continue to experience a delay in processing customer syncs, imports and integrations. No data will be lost, and customer accounts will appear once the sync completes. Thank you again for patience and we will post another update once the delay has cleared.

The majority of impacted Smile accounts have now been restored, and are back live. We are continuing to work to restore the remaining accounts. No data will be lost, and any orders placed during the down time will be rewarded. Thanks again for patience as we work to get impacted programs back to normal. We will post another update once all remaining accounts have been restored.

Our team is continuing to work on the fix for this disruption, and we anticipate impacted programs will start to regain access to their programs today. No data will be lost, customers will retain their points balance, and any customer orders placed during the down time will be rewarded. We are sorry for the continued disruption, and we appreciate your patience as we work to get impacted programs back to normal as soon as possible.

Our team is actively working on the fix for this disruption, and we anticipate all impacted programs will regain access to their program tomorrow. No data will be lost, and any orders placed during the down time will be rewarded. We are sorry for the continued disruption, and we appreciate your patience as we work to get impacted programs back to normal.

We have identified the issue and our team is working on resolving it for the programs affected. We're very sorry for the disruption. We appreciate your patience as we worked to get programs back to normal.

Some users have reported problems logging into Smile and accessing their programs. We’re working to get things back to normal as quickly as possible and will provide an update shortly.

This incident has been resolved.

The issue has been identified and a fix has been implemented. We are monitoring the results.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating a delay in points being awarded for Shopify order activities made in the last 24 hours. No data will be lost during this time as we work to resolve this issue.

This 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 have identified an issue where newly signed up customers are not showing up in the Customers section in Smile Admin. No data is being lost as a result of this and customers are still able to sign up and earn points. This will have no impact on the customer experience as we work towards a resolution.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating an issue affecting our blog.

Order processing has returned to normal.

We are currently investigating a delay in processing activities affecting all customers. This includes: incoming Shopify order and sign up data. We will update once we have identified the source of the delay.

This incident has been resolved.

We are currently investigating higher than normal latency across app.smile.io which may result in errors.

This incident has been resolved.

A fix has been implemented and we are monitoring the results. There is delay in processing activities.

We are currently investigating this issue

The issue has been resolved. Metrics now display the correct numbers.

We have identified an issue that is causing the analytics section of Smile Admin to display incorrect metrics, and are working on a fix. Some statistics on the homepage and within program performance have been impacted, however all exports and syncs with Smile Integrations are accurate. No program functionality has been or will be impacted and underlying data is correct, this is a display issue in some areas of the dashboards. We will post an update when we have an ETA to correct the displayed metrics.