Resolved -
ShipHero is back online, and we’re continuing to monitor the platform.
Standard integrations such as Shopify don’t need any action, unless we’ve contacted you directly. New credentials are only needed if you or a partner connect through our Public API using a custom integration or your own API keys. For public api tokens, refresh to get new tokens so your 3rd party integrations and personal api access is re-enabled. This may happen automatically depending on your system, if not you can generate new tokens manually within the ShipHero UI.
Orders and updates from Shopify and other sales channels are catching up. This may take some time, depending on each platform’s API limits.
For a small set of users your username and password isn't working and you cannot reset it. We're actively working on restoring your ability to reset your password to regain access to the system.
Shipsfor.us login is temporarily closed, we're working on resolving this.
ShipHero will never ask you to send passwords, login codes or API keys by email, phone or chat. If you receive a request like that, please don’t respond, and report it to ShipHero Support at support@shiphero.com.
Thank you,
The ShipHero Team
Nov 2, 02:27 UTC
Update -
Update: 01:30 UTC
ShipHero is back online, and we’re continuing to monitor the platform.
Orders and updates from Shopify and other sales channels are catching up. This may take some time, depending on each platform’s API limits.
Standard integrations such as Shopify don’t need any action, unless we’ve contacted you directly. New credentials are only needed if you or a partner connect through our Public API using a custom integration or your own API keys.
The steps are in our previous update.
ShipHero will never ask you to send passwords, login codes or API keys by email, phone or chat. If you receive a request like that, please don’t respond, and report it to ShipHero Support at support@shiphero.com.
Thank you,
The ShipHero Team
Nov 2, 01:30 UTC
Monitoring -
ShipHero is back online. Thank you for your patience while our teams worked to restore service safely.
As part of our security measures, all existing ShipHero Public API credentials have been reset. If you or an integration partner connect to ShipHero through our Public API, please create new credentials:
DEVELOPER USERS
Sign in by typing app.shiphero.com into your browser, go to Dashboard → Users, deactivate the developer user your integration uses, then create a new one and generate new tokens: https://software-help.shiphero.com/hc/en-us/articles/4419362224781
STANDARD USER TOKENS
Deactivate the user and create a new user for your integration: https://software-help.shiphero.com/hc/en-us/articles/49246405521421
SCOPED OAUTH TOKENS:
Request a new token from the application or agent that created it.
Integration partners: share these steps with your partner so they can reconnect.
NEED HELP: Email support@shiphero.com and our team will help you get this done.
Thank you,
The ShipHero Team
Nov 2, 01:02 UTC
Update -
Update: 00:30 UTC
Parts of the ShipHero platform are back up, and our teams are checking them before we confirm they’re ready for you to use.
PLEASE wait for our confirmation before logging in, processing orders or changing integrations. We’ll share any steps you need to take at that time.
We will post our next update here and by email by 01:30 UTC.
Note: ShipHero will never ask you to send passwords, login codes or API keys by email, phone or chat. If you receive a request like that, please don’t respond, and report it to ShipHero Support at support@shiphero.com.
Thank you,
The ShipHero Team
Nov 2, 00:39 UTC
Update -
Update: 23:30 UTC
ShipHero has started bringing parts of our application back online.
The platform remains unavailable for now, and we’ll let you know as soon as it’s ready for you to use. We’ll include any steps you need to take.
We apologize for the disruption to your operations. We will post our next update here and by email by 00:30 UTC
Note: ShipHero will never ask you to send passwords, login codes or API keys by email, phone or chat. If you receive a request like that, please don’t respond, and report it to ShipHero Support at support@shiphero.com.
Thank you,
The ShipHero Team
Nov 1, 23:31 UTC
Update -
Update: 22:30 UTC
ShipHero has begun to bring parts of our application online. The system REMAINS UNAVAILABLE, We are sharing this so you can start planning on next steps and will advise as soon as they system is ready for you to access.
We will provide an update as soon as we hear from our Technical Teams.
Thank you,
The ShipHero Team
Nov 1, 22:42 UTC
Update -
Update: 21:30 UTC
ShipHero is continuing to investigate a potential security issue. As a precaution, the platform remains offline. Our teams are actively working on this, and our priority is confirming the platform is secure before we restore service.
We apologize for the disruption to your operations. Please check this page for status updates. We will post our next update by 22:30 UTC and will also notify you by email.
If you have questions, please contact ShipHero Support through your usual support channels.
Note: ShipHero will never ask for your password or login codes by email, phone or chat. If you receive a request like that, please do not respond and report it to ShipHero Support.
Thank you for your patience,
The ShipHero Team
Nov 1, 21:31 UTC
Update -
Update: 20:30
ShipHero is continuing to investigate a potential security issue. As a precaution, the platform remains offline. Our teams are actively working on this, and our priority is confirming the platform is secure before we restore service.
We apologize for the disruption to your operations. Please check this page for status updates. We will post our next update by 21:30 UTC and will also notify you by email.
If you have questions, please contact ShipHero Support through your usual support channels.
Note: ShipHero will never ask for your password or login codes by email, phone or chat. If you receive a request like that, please do not respond and report it to ShipHero Support.
Thank you for your patience,
The ShipHero Team
Nov 1, 20:33 UTC
Update -
Update: 19:30
ShipHero's continuous effort to investigate a potential security issue persists. We are maintaining our platform offline as a precaution. Our teams are actively working on this, and our priority is confirming the platform is secure before we restore service.
We apologize for the disruption to your operations. Please check this page for status updates. We will post our next update by [20:30 UTC] and will also notify you by email.
If you have questions, please contact ShipHero Support through your usual support channels.
ShipHero will never ask for your password or login codes by email, phone or chat. If you receive a request like that, please do not respond and report it to ShipHero Support.
Thank you for your patience,
The ShipHero Team
Nov 1, 19:32 UTC
Update -
[18:13UTC]
ShipHero is investigating a security incident involving unauthorized access to our Platform. continuing to investigate a potential security issue. As a precaution, the platform remains offline. Our teams are actively working on this, and our priority is confirming the platform is secure before we restore service.
We apologize for the disruption to your operations. Please check this page for status updates. We will post our next update by [19:30 UTC] and will also notify you by email.
If you have questions, please contact ShipHero Support through your usual support channels.
ShipHero will never ask for your password or login codes by email, phone or chat. If you receive a request like that, please do not respond and report it to ShipHero Support.
Thank you for your patience,
The ShipHero Team
Nov 1, 18:14 UTC
Update -
November 1, 17:28 UTC
ShipHero has identified a potential security issue and, as a precaution, has taken the platform offline while we investigate. Our teams are actively working on it. Our priority is confirming the platform is secure before we restore service.
We apologize for the disruption to your operations. Please check this page for status updates. We will post our next update by [18:30 UTC] and will also notify you by email.
If you have questions, please contact ShipHero Support through your usual support channels.
ShipHero will never ask for your password or login codes by email, phone or chat. If you receive a request like that, please do not respond and report it to ShipHero Support.
Thank you for your patience,
The ShipHero Team
Nov 1, 17:28 UTC
Identified -
ShipHero will go down for a short period, we'll tell you when it's back.
Nov 1, 16:08 UTC
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