When eCrate is down
Where incidents are posted, what to check first, and what happens to orders placed during one.
This eCrate publishes no status page yet, so there is nowhere to check whether a problem is yours or ours. Work through the three checks below first; if none of them explains it, send a support request and we will answer there. This page will link to a status page as soon as one is published.
Check these first
Most "eCrate is down" turns out to be one of three things that look identical from where you are standing:
- Your storefront on your own domain, but not on your `.ecrate.com` address. That is DNS or your domain's certificate, not eCrate. See Using your own domain.
- Checkout refusing every order. Almost always Stripe rather than eCrate — check whether your account still has charges enabled at Settings → Payments. See Getting paid.
- Email not arriving. Check whether the address has hard-bounced; eCrate stops sending to a dead address on purpose. See Email and the inbox.
If your .ecrate.com address is down too, it is us.
What happens to orders during an outage
A shopper's payment is confirmed by the payment processor telling eCrate it succeeded, not by the shopper reaching a thank-you page. So a payment taken while eCrate is unreachable is not lost — the confirmation is redelivered and the order is created when eCrate is back. This is also why an order can appear a few minutes after a shopper says they bought something.
What genuinely cannot happen during an outage is a new checkout starting.
Telling us
If something is wrong and it is not one of the three above, send a support request from your dashboard: the account menu → Contact support. It arrives with your store, your account and the screen you were on already attached, so nobody has to ask you which store you are.
During a large incident you do not need to send one. If eCrate is down for everybody, we already know.