Pin Payments outage, May 2018: High rate of charge failures

Pin Payments reported and resolved an incident: High rate of charge failures. It lasted 5.3 hours.

Resolved

From Pin Payments's official status page, in their words.

What happened

Started
Resolved
Duration
5.3 hours
Impact
major
Affected
API
  1. Investigating
  2. Identified
  3. Monitoring
  4. Resolved

Why it happened

Pin Payments has not given a cause in its updates. We never guess one.

How it was resolved

There have been no further charge failures. This incident has been resolved.

Pin Payments's closing update

This incident on the Pin Payments status page

Timeline

Oldest first, from the first notice to the resolution. From Pin Payments's official status page, in their words.

  1. investigating

    It appears there's an issue with an upstream financial provider we use for processing card transactions. This is causing all charges to fail. We are investigating what's caused the problem and will keep you updated.

  2. identified

    Our upstream card processing partner (NAB) are still working on a resolution to the issue that's causing failures on all of their card services.

  3. monitoring

    Charges are being processed successfully once again. We will continue to monitor the situation.

  4. resolved

    There have been no further charge failures. This incident has been resolved.

What this means for a business (and what to check now)

  • Retry anything that failed during the 5.3 hours.
  • Enter any payments, bookings or jobs you took another way.
  • If a deadline fell inside the window, keep this page as your record of the outage.

The full guide: what to do when a service you rely on is down

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