Cigo Pay Tip Submission Error (April 23rd, 6 PM EDT - April 24th, 1 PM EDT)

Update timeline

1. resolved Apr 29, 2024, 07:56 PM UTC

   On Tuesday, April 23rd, at approximately 6 PM EDT, we implemented a network configuration adjustment in our backend routing rules. This adjustment inadvertently affected Cigo Pay, specifically causing errors when users attempted to submit tip transactions. Although Cigo Pay remained technically online, users encountered difficulties with the final submission of tips. Reports of this error began to surface on Wednesday morning. Upon investigation, we identified that the network configuration change was the root cause of the issue. We promptly rectified the configuration error by 1 PM EDT on the same day. We sincerely apologize for any inconvenience this incident may have caused. To prevent similar occurrences in the future, we have implemented enhancements to our monitoring systems. Additionally, we regret the oversight in failing to create an incident report at the time of the problem. Thank you for your patience and understanding as we worked to resolve this issue. If you have any further questions or concerns, please don't hesitate to reach out.