Neto service disruption: Thursday, 30 October 2025

Summary

On Thursday, 30 October 2025, some Neto storefronts experienced errors and became temporarily unavailable. The issue was caused by an error during a routine maintenance change. Service was restored the same afternoon. 

Dates and times (AEST)

• Start: ~4:23 pm AEST
• Full restoration: ~5:50 pm AEST

Impact

• Some storefronts returned errors and checkout was unavailable during the incident window.

What happened

During routine maintenance, an incorrect build was deployed. This introduced a dependency mismatch which caused application errors. Once identified, the change was rolled back. 

What we are doing to prevent this in future

• Tightening release controls to ensure test-only changes cannot be promoted into production
• Separating configuration and build artefacts by environment
• Adding extra pre-deployment validation to catch dependency mismatches before release

Next steps

• We will complete a full internal review of our release and change-management process and implement further guardrails as required.

We know outages interrupt your business and we sincerely apologise for the impact. We will continue to make improvements to prevent a reoccurrence. If you have any issues or questions relating to this incident, please contact Support with “Neto 30 Oct incident” in the subject so we can prioritise your case.