No incidents reported
Helm experienced an issue affecting the creation of shipping labels for orders with discounts applied. This was caused by a recent platform update, which resulted in incorrect values being sent to our courier integration and triggered an error during label generation.
The issue was identified quickly, and the update was rolled back to restore normal service. No customer data was impacted, and all systems are now operating as expected.
Incident report -
Incident ID
HLM2503
Date of Incident
25/03/2025
Start Time
14:02
End Time
14:52
Duration
50 mins
Helm experienced an issue affecting the creation of shipping labels via our integration whereby an order had a discount against it.
Customers reported receiving the following error when attempting to generate labels:
“Property 'UnitValue' must be in range from 0 to 999999”
This prevented successful despatch of orders for affected users.
Initial investigation confirmed that order values within Helm were correct. The issue was identified within the process that sends shipment data to our courier integration, where an incorrect value was being transmitted.
The issue was linked to a recent platform update and was not related to customer data or order configuration.
This incident may have affected customers in the following ways:
Inability to generate shipping labels for discounted orders
Temporary disruption to despatch operations
API error messages during shipment creation
The impact was limited to label generation functionality during the incident window.
No customer data was lost, altered, or compromised.
Investigation began immediately upon receipt of the first ticket
Affected workflow (Helm → courier integration) was isolated
Root cause identified within a recent platform update
The update was rolled back to restore correct behaviour
Service was restored shortly after rollback was completed.
Post-resolution monitoring was carried out to ensure stability.
Customers may retry generating shipping labels.
If any issues persist, logging out and back in may help ensure the latest system updates are applied.
Additional validation checks are being implemented to prevent invalid values being sent to courier integrations
Monitoring has been enhanced to detect similar issues more quickly
Review of release processes is underway to reduce the risk of recurrence
All services are now operating normally.
If you experience any further issues, please contact the Customer Experience team, who are fully briefed on this incident.
We remain committed to delivering a stable and reliable service to all Helm customers
No incidents reported
Current Status: Systems Online / Monitoring
The Incident: Earlier today, the global internet experienced a major infrastructure failure within the GTT Communications (AS3257) network. GTT is one of the five primary "backbones" of the internet
This was an internet-level event that caused a massive ripple effect across thousands of major brands, ISPs, and cloud services worldwide. It was not a code failure, a bug, or a localized issue within our platform. Instead, the global "pipes" that carry data across the internet became unstable, impacting everything from carrier APIs to global banking and communication tools.
Why Failover to EU Infrastructure was Ineffective: We monitored our European data centres as a potential failover; however, because GTT is a global transit provider, the routing paths to Europe were experiencing the same systemic failure. In a backbone event of this scale, switching regions does not bypass the issue because the "highways" to reach those regions are the very things that are broken.
Verified Global Impact: This was a widespread event. You can see the scale of the disruption and the various global services that were hit via these independent trackers:
ThousandEyes (Global Outage Map): https://thousandeyes.com/outages
Network Status Reports: https://downdetector.co.uk
Current Status & Operations:
Systems are Fully Online: Global routing has stabilized, and traffic is flowing normally. Warehouse Operations: You may resume all label printing and API calls. Any shipments that timed out during the outage can now be safely re-processed. Data Integrity: No shipment data or account information was compromised; the issue was strictly one of global network reachability. We are continuing to monitor the situation to ensure stability as global traffic resumes. If you are still seeing intermittent errors, please restart your local network to clear any stale routing paths.