Payment processing issues (incident number [INC35152] - [incident first identified 24th August 2026 - 1:21 PM AEST timezone])

Update timeline

1. investigating Aug 24, 2026, 03:36 AM UTC

   We are aware of issues in processing payments. We are currently investigating the impact and will provide a detailed update as soon as one becomes available. Please do subscribe to our status page for the latest and most accurate information. We apologise for the inconvenience caused.

2. investigating Aug 24, 2026, 04:17 AM UTC

   Our NPP Banking partner has acknowledged the issue and is working on resolution of the issue. Monitoring indicates the problem is primiarly impacting a percentage of requests for the following services: - PayID Registration and Deregistration events used by the PaymentRequest API. These are being redriven, however you may experience delays of a few minutes before PayIds become available to recieve payments. - Outbound Payments via the Payments API. These are being redriven, however your customers may experience a delay in settlement of a few minutes for outbound payments. - A small volume of PaymentAgreement and PaymentInitiation events are failing, impacting PayTo agreement status updates and payment initiation events. We continue to observe high latency on requests to our banking partner- the initial high error rate has reduced to near normal levels however we are still seeing a percentage of requests encountering errors and continue to monitor the issue.

3. identified Aug 24, 2026, 05:04 AM UTC

   We are continuing to experience intermitten latency to the NPP network via our banking partner. They have confirmed their teams are continuing to investigate and remediate the remaining intermittent service issues as a priority, and we expect an additional update within one hour. Azupay is redriving impacted transactions, and you may continue to experience a short delay in payId registration with some paymentRequest API calls.

4. identified Aug 24, 2026, 06:37 AM UTC

   We are continuing to experience intermitten latency to the NPP network via our banking partner. They have confirmed their teams are continuing to investigate and remediate the remaining intermittent service issues as a priority, and we expect an additional update within one hour. **The issue has not yet been resolved.** Azupay is redriving impacted transactions, and you may continue to experience a short delay in payId registration with some paymentRequest API calls.

5. monitoring Aug 24, 2026, 07:38 AM UTC

   System health of our banking partner has recovered as of 5:05pm AEST and 100% of requests are now being processed successfully. We will continue to monitor system performance for any regressions. We apologies for any inconvenience caused.

6. resolved Aug 25, 2026, 04:41 AM UTC

   This incident has been resolved. No further issues have been observed. Summary: PayTo agreements, PayID Alias Registration and Deregistrations and Outbound Payments experienced heightened errors between 24th August 01:00 PM AEST to 05:05 PM AEST. The initial investigation identified intermittent latency and elevated error rates within our banking partner’s connectivity to the NPP network. This primarily affected PayID registration/deregistration, outbound payments, and a small volume of PaymentAgreement and PaymentInitiation events. The banking partner acknowledged the issue and worked on remediation, with Azupay redriving impacted transactions while monitoring the service until request processing returned to normal. The system health of our banking partner has recovered as of 5:05pm AEST, and 100% of requests are now being processed successfully. Azupay has confirmed that impacted transactions are being processed successfully, including PayID registration and deregistration, outbound payments, PaymentAgreement, and PaymentInitiation events. A small number of outbound payments remained in a PENDING state following the NPP service disruption. These transactions were reviewed against their corresponding NPP status were manually patched to reflect the correct final status. We apologise for any inconvenience caused and thank you for your patience and understanding.

7. postmortem Sep 03, 2026, 07:48 AM UTC

   Our banking partner has provided us information regarding the root cause of this issue. **Incident Cause** On 24th August 2026, between 12:55 pm and 4:52 pm, a power outage and associated network disruption impacted an upstream service provider utilised by our banking partner for hosting. This activity was related to an underlying infrastructure change activity that caused an unexpected fault and cascading power failure, impacting part of a redundant architecture configuration and leading to performance issues with a portion of traffic. The faulty hardware impacted by the issue has been replaced, and follow up actions are planned to confirm the overall resiliency of the power configuration at the impacted data centre. It is not expected to re-occur. **Impact** This impacted communication between application and database components across several production platforms, and impacted a portion of Azupay traffic to and from the NPP network for approximately 1/3rd of traffic during the incident window for Payment activities and PayID maintenance. **Resolution** Our banking partner was able to successfully recover services via a graceful failover to their secondary site, and as Azupay has redundancy patterns implemented in our system, we were able to redrive impacted transactions during the incident window.