Pin Payments outage, November 2017: Increased error rate for charges

Pin Payments reported and resolved an incident: Increased error rate for charges. It lasted 2.6 hours.

Resolved

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

What happened

Started
Resolved
Duration
2.6 hours
Impact
minor
  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

Pin Payments marked it resolved at 23 Nov 2017, 3:21 pm without a written explanation of the fix.

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

    We're seeing an increase in the error rate for charges. This is due to technical issues at one of our financial services providers. We are currently investigating this issue.

  2. investigating

    We tested a backup payment link and found the error rate to be even higher. We are continuing to investigate this issue.

  3. monitoring

    The charge error rate has greatly improved in the past few minutes. We are monitoring this issue.

  4. monitoring

    We are continuing to see occasional spikes in the charge error rate, although our financial services provider has reported that the problem has been resolved.

  5. resolved

    This issue is resolved.

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

  • Retry anything that failed during the 2.6 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

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