Pin Payments outage, May 2020: Upstream processing errors

Pin Payments reported and resolved an incident: Upstream processing errors. It lasted 10.1 hours.

Resolved

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

What happened

Started
Resolved
Duration
10.1 hours
Impact
critical
Affected
API, Dashboard
  1. Investigating
  2. Identifiednot posted
  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

The issue has been resolved. Our upstream acquirer has acknowledged and addressed the issues. We have noted no related problems since 2:40 AM AEST.

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

    There are a large number of errors being returned by one of our upstream financial providers. This is causing most charges to fail. We are actively investigating the issue.

  2. monitoring

    We have switched to a backup link and charges are being processed correctly. We will continue to monitor the situation.

  3. resolved

    The issue has been resolved. Our upstream acquirer has acknowledged and addressed the issues. We have noted no related problems since 2:40 AM AEST.

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

  • Retry anything that failed during the 10.1 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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