When Magento / Adobe Commerce goes down, do three things first: confirm the outage is on their side, protect whatever the outage is breaking in your store, and tell affected customers before they find out the hard way. This playbook walks through each step for Magento / Adobe Commerce specifically.
How do I confirm Magento / Adobe Commerce is actually down?
Check two independent sources before changing anything in your store. First, StatusBird's live Magento / Adobe Commerce status page, which is based on independent checks every 2 minutes. Second, Magento / Adobe Commerce's own status page at status.adobe.com. If the official page still shows green, do not assume you are wrong: vendors often acknowledge incidents well after they start. If both look clean, the problem is more likely your store's configuration or a specific integration.
What does a Magento / Adobe Commerce outage look like?
- Storefront returning 5xx errors, a maintenance page, or timing out entirely
- Checkout failing at cart, shipping, or payment steps while other pages load
- Admin panel unreachable so staff cannot manage orders
- Connected apps reporting Magento API errors or stopped syncs
- Sudden traffic and revenue flatline in real-time analytics
What breaks in your store
A Magento outage is a full storefront outage: the site is unreachable or erroring, so browsing, carts, checkout, and revenue all stop completely. For Adobe Commerce Cloud stores, the cause may be on Adobe's platform side; for self-hosted stores it is your own hosting, database, or a bad deploy or extension. The admin panel usually goes down with the storefront, so staff cannot process orders, and every integration that reads from the Magento API starts failing too.
For context, Magento / Adobe Commerce has had no major incidents in the last 90 days of StatusBird's independent monitoring (100.0% availability), so a real outage is unusual. That makes it easy to mistake one for a problem on your end, which is why confirming first matters.
What to do during the outage
- Determine where the failure is: check status.adobe.com for Adobe Commerce Cloud issues, and your hosting provider and server logs if self-hosted.
- If a recent deploy or extension update preceded the outage, roll it back first.
- Enable Magento maintenance mode with a branded page so visitors see a message instead of raw errors.
- Pause paid ad campaigns so you stop paying for clicks to a dead site.
- Announce the outage on social and email channels, and once restored, verify checkout end to end with a test order.
Frequently asked questions
My Magento store is down. Is it Adobe's fault or my hosting?
It depends on your setup. If you are on Adobe Commerce Cloud, check status.adobe.com first since platform incidents there take your store down. If you self-host Magento, the platform vendor is rarely the cause; look at your hosting provider, server resources, database, and any recent deploys or extension updates.
Are orders and customer data lost when Magento goes down?
Existing data in your database is normally intact; an outage means the application cannot serve requests, not that data was destroyed. Orders that customers could not place, however, are simply lost sales, so verify checkout works and reconcile any orders stuck mid-payment with your payment gateway after recovery.
After the outage
Once Magento / Adobe Commerce recovers, verify the affected workflows end to end rather than trusting the status page. Note the start and end times while they are fresh: if you are on a paid Magento / Adobe Commerce plan with an SLA, documented downtime is what a service credit claim is built on. See how to claim SLA credits for the process.
How this data is measured
StatusBird checks Magento / Adobe Commerce's status every 2 minutes, around the clock, independently of the vendor. The availability figure counts major and critical outages only; minor degradation is excluded so numbers are not skewed by vendors that report small blips near-continuously. Grades run from A+ to F. See the live numbers on the Magento / Adobe Commerce reliability page and current status on the Magento / Adobe Commerce status page, or browse all 84 service grades.
Know before your customers do
StatusBird monitors Magento / Adobe Commerce and 83 other services online stores depend on, plus your own storefront, every 2 minutes. When something goes down you get an SMS, email, or Slack alert with plain-English context, usually before the official status page catches up. Start monitoring free, no card required for the free plan.