Pin Payments outage, September 2017: Slow charges
Pin Payments reported and resolved an incident: Slow charges. It lasted 5.6 hours.
OKResolved
From Pin Payments's official status page, in their words.
What happened
- Started
- Resolved
- Duration
- 5.6 hours
- Impact
- minor
- Investigating
- Identified
- Monitoring
- Resolved
Why it happened
Pin Payments has not given a cause in its updates. We never guess one.
How it was resolved
The incident appears to be resolved. We have found the charges that Pin Payments shows as unsuccessful but that eventually succeeded; we will have these refunded as soon as possible.
Timeline
Oldest first, from the first notice to the resolution. From Pin Payments's official status page, in their words.
- investigating
Some charges made through our API are much slower than usual. This is due to an issue with one of our financial services partners.
- identified
Our financial services partner is aware of the issue and currently addressing it.
- identified
Where possible, our merchants will use a backup payment link. This is temporary while the problem with the original payment link is addressed.
- identified
Some charges appear to have failed in Pin Payments but in fact succeeded after a very long wait. We will address all such problems as soon as possible so that our merchants' customers are not affected. Please contact our support staff if you're a Pin merchant and have any questions. https://pin.net.au/support/contact
- monitoring
Our financial services partner has fixed the original payment link and our API is using it again. We are no longer using the backup link for normal charges. We will monitor charge performance to ensure the problem has been fixed.
- resolved
The incident appears to be resolved. We have found the charges that Pin Payments shows as unsuccessful but that eventually succeeded; we will have these refunded as soon as possible.
What this means for a business (and what to check now)
- Retry anything that failed during the 5.6 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
Other Pin Payments incidents
- We are currently experiencing an upstream outage which is causing requests to fail. We are investigating the issue., resolved after 58 minutes
- Issue with processing charges, resolved after 1 minute
- Partial outage of charge creation, resolved after 2.1 hours
- Dashboard and Payment Page Outage Due to Cloudflare Issues, resolved after 2.6 hours
- Charge Processing Failures with American Express, resolved after 2.7 hours
Hear about the next Pin Payments incident as it starts
Free email alerts when the official status changes, with what to do while it is down.