911 posts Never trust a ballerina with a moustache
  • Has been part of the Envato Community for over 3 years
  • Located in Australia
  • Interviewed on an Envato blog
  • Has collected 10+ items on Envato Market
+6 more
Carmen says

Hi everyone, We apologise for any inconvenience caused by the various site issues over the past 7 hours. eSupport is now back up and our tech team are working hard to resolve all known issues. If you have experienced any of the issues below we ask that you read through this post, follow the instructions and bear with us. We’ll keep you updated here and via Twitter.

What Happened

  • Our Search Engine (SOLR) failed at 3:20AM AEDT, so searches were timing out
  • The Marketplaces were unable to process a number of PayPal responses— payments made were successful but were not being updated on the site
  • Users were not able to download items they purchased
  • Credits were not appearing
  • eSupport had some intermittent issues where tickets could not be submitted nor replied to
  • The review queue was affected (backed up)

What We Did
  • We disabled Search
  • We restarted eSupport

The Current Status:
  • Search is back up, the site is functioning normally
  • Paypal transactions are now being processed successfully— purchasing is back to normal
  • Credits are now being processed successfully
  • eSupport is up
  • The review queue issue has been resolved

What is the Team Doing Now
  • Investigating root causes to all issues

What can you do now? [IMPORTANT]
  • Please be patient, we are working on resolving these issues asap.
  • If you have made a payment, it has gone through and you will receive your item.
  • Please don’t re-purchase any items as it will result in multiple purchases.
  • Opening up a PayPal dispute at this stage will complicate the process and may cause disruption to your Marketplace account. Resolving a large amount of individual disputes will hold up support.
  • If you purchased multiple items in error and would like to request a refund, we’ll be happy to sort that out for you. Please do not submit a Support ticket yet; we’ll let you know when and where to get in touch.
  • Please hold off on submitting support tickets if you are experiencing any of the issues below. We will keep you updated on this thread.
  •  eSupport is now running normally, feel free to contact us if you are experiencing unrelated issues.

We will be keeping you updated via this thread and Twitter. If you notice any issues other than those discussed in this post, please feel free to post them below. Again, we apologise for any inconvenience this may have caused and thank you for your patience.
105 posts
  • Has been part of the Envato Community for over 4 years
  • Made it to the Authors' Hall of Fame
  • Has sold $40,000+ on Envato Market
  • Has collected 1+ items on Envato Market
+5 more
butterflymedia says

Thank you, Carmen.

202 posts I'm a Husky Designer
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+6 more
designcrumbs says

How is this any different from when the search was working? buh-dum-tiss

Seriously though, way to be on top of things team! Thanks for keeping us all in the loop.

1 post
  • Has been part of the Envato Community for over 2 years
  • Has collected 10+ items on Envato Market
  • Located in United States
hostage77 says

Thanks.

241 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 10+ members
  • Has sold $10,000+ on Envato Market
  • Has collected 1+ items on Envato Market
+2 more
dmsumon says

Was it a hacker attack!!!! :crying:

1 post
  • Has been part of the Envato Community for over 1 year
  • Has collected 10+ items on Envato Market
dirtstyle says

You are simply gorgeous. =]

42 posts
  • Has referred 1+ members
  • Has sold $40,000+ on Envato Market
  • Had an item featured in an Envato Bundle
  • Has collected 1+ items on Envato Market
+5 more
Mikka says

Very detailed information, thanks!

441 posts
  • Helped several times protecting Envato Market against copyright violations
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Sells items exclusively on Envato Market
+7 more
Jaynesh says

Will this issue be causing a delay on items in the review queue?

577 posts Themes and Graphics
  • Has been part of the Envato Community for over 5 years
  • Has referred 50+ members
  • Has sold $250,000+ on Envato Market
  • Has been a beta tester for an Envato feature
+9 more
Bebel says

Good and fair communication. Thanks.

8 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 1+ members
  • Has sold $100+ on Envato Market
  • Located in Canada
+2 more
freqwave says

Hmm that answers all of my questions. Thnx

by
by
by
by
by
by