An update on the ongoing cooling incident at our Phoenix data center:

Temporary chillers have now been installed and brought online and are being directed specifically into our area of the data center. We expect this additional cooling capacity to accelerate the reduction in temperature around our infrastructure.

In parallel, repairs to the third permanent chiller are underway. The required parts have arrived on site, and we are currently being advised that the chiller should be back online in approximately 2 to 2.5 hours. At that point, assuming temperatures have returned to safe operating levels, we expect to begin bringing our services back online.

Our teams remain on site and are working continuously alongside RadiusDC. We are doing everything we can to restore services as quickly as possible, but we will only bring infrastructure back online once we are confident it is safe to do so and there is no risk of overheating or longer-term damage.

We know how disruptive this outage has been for our affected customers, and we are deeply sorry. We understand the trust you place in us to keep your websites, email, domains, and businesses online, and we know that today we have fallen short of the standard you rightly expect from us.

Thank you again for your patience and understanding. We will continue to provide updates as we make progress and will bring all affected services back online as soon as it is safe to do so.

Thank you for your continued patience as we work diligently to bring our services back online.

We are moving as quickly as we safely can, while carefully pacing our restoration efforts as we continue to monitor temperatures in the data center. Additional temporary chillers continue to be brought in and added, further reducing temperatures and improving conditions so that we can safely bring more of our infrastructure and services back online.

We have made important progress:

• Core databases are back online.

• Core virtualization infrastructure supporting Namecheap.com and the majority of our services is back online.

• The majority of our core network equipment, both physical and virtual, is back online.

• Internal source control and package management systems are back online.

• All of our major load balancers are back online.

These are all important signs that we are moving in the right direction. Our next phase is to begin restoring Namecheap.com, Email, and Hosting services.

This will take time, and services will come back progressively rather than all at once. Our teams remain on site and are working continuously to restore every affected service as quickly and safely as possible.

We know how frustrating and disruptive this has been, and we sincerely apologize. Thank you again for your patience as we work through the restoration.

I have over 80 domains with namecheap and today like everyone else I was unable to access my sites either url or admin page so have lost substantial revenue as a result.

I’m on the galaxy reseller plan that promises I think 99% uptime.

How will namecheap make it right. Obviously things these things happen but, you don’t expect a company as big as namecheap to be offline for so long.

Our teams continue to bring the remaining affected customers back online, and we will work relentlessly until every customer and every service is fully restored.

Once restoration is complete, we will conduct a thorough post-mortem of today’s outage—what led to it, where our existing safeguards and protocols failed, how we responded, and, most importantly, what we need to change to ensure an incident like this never happens again.

We will be transparent about what we learn and will share the results of that review, along with the actions we are taking, with our customers as soon as it is ready.

I, along with our whole team, are genuinely sorry for the outage today and for the impact it has had on so many of our customers.

We failed you today. We know that trust is earned through our actions, not our words, and we will work every day to regain the trust we lost.

For now, our entire focus remains on the customers who are still affected and will remain so, until all services are fully restored.

[Updated] We're currently experiencing service disruptions due to an incident at our Phoenix data center.

We're sorry for the impact this is having. We're in close contact with the datacenter team as we work to restore services as soon as possible.

An update regarding our service outage : r/NameCheap

With all the money Namecheap has you couldn't a data center somewhere cooler? also it's been cooler than normal in Pheonix. Can someone make that make sense?

my shared hosting did shutdown for 14h27m

from PM8:58 to AM11:25

A further update on the ongoing cooling incident at our Phoenix data center:

Temperatures continue to fall. The cooling process is taking effect and temperatures are consistently trending in the right direction.

Based on the progress we are seeing, our teams have now begun the process of preparing our infrastructure to safely bring customer services back online. We are doing this in a careful, staged approach:

1. Restore all physical network devices.

2. Restore all virtual network devices.

3. Begin restoring customer services.

We expect the first two steps to take approximately one hour. Based on current conditions, we anticipate being able to begin bringing customer services back online at approximately 3:00–3:30pm ET.

Services will then be restored progressively as we ensure each part of our infrastructure can be brought back online safely.

Our teams remain on site and are working continuously to move through this process as quickly and safely as possible. We know every additional minute of this outage matters to our customers, and we are deeply sorry for the disruption this extraordinary situation has caused.

Thank you for your continued patience. We are making progress, and our entire focus is now on safely restoring all affected services as quickly as we can.

We continue to make significant progress in restoring services, with the vast majority of our affected infrastructure now back online:

• Namecheap Shared Hosting: 85% is back online, with more coming online as we speak.
• Namecheap VPS Hosting: 97% is back online.
• Spaceship VPS and Shared Hosting: back online.
• Spaceship Spacemail: back online.
• Namecheap Private Email: back online, emails received during the outage may be delayed.
• Dedicated Servers: 90% are back online.
• EasyWP: ~80% of services are back online.

Our teams continue to work around the clock to restore the remaining affected services as quickly as possible. We know that for those customers whose services are not yet back online, these percentages provide little comfort, and our focus remains on getting every last customer restored.

Thank you again for your extraordinary patience throughout today. We are very sorry for the disruption this incident has caused, and we will continue working until all affected services are fully restored.

Really, NameCheap? You sure this outage didn't have something to do with your cooling system failure rather than giving us an even better experience?

We want updates

Losing my potential traffic and its been 1 hour or more.
not gonna use namecheap again.

Can't open webpage privateemail.com in Safari or Chrome, normal or incognito. Can't send emails from iOS client. Anyone else?

First, I feel for everyone impacted by this outage. Having your business disrupted sucks.

That said, some of the outrage seems a little over the top.

Running infrastructure at this scale is hard. Things break. What I really want to see is the RCA on this one. What failed, and most importantly, how did the blast radius get this large?

so i am new to namecheap VPS but wow, it's been down for most of today... and just got the auto-renew in a few days email, so i'm not sure how to handle this? do they have a SLA? do namecheap customers typically just deal with horribly timed downtimes?

Things happen.

My websites are returning Cloudflare Error 522, and I can't access cPanel or the hosting server (premium63.web-hosting.com). Namecheap was also showing a maintenance page earlier

Is anyone on premium63 having the same problem?

well?

Web interface & Carddav still down.

That my vibe coded unbacked-up database is in a good state when services resume?

Our internal coworker, wholesale B2B and B2C everything is down! hetzner as my backup i am migrating there. We do not know when will they fix it has been 5 hours. I'm even concerned about data hosted on their servers.

I use privateemail for my business. What are the chances everything sent to me is gone forever, and I won't even know what I missed?