Kraken.io Image Optimizer incident

[Billing] Some customers are unable to update their existing credit card information

Major Resolved View vendor source →

Kraken.io Image Optimizer experienced a major incident on October 25, 2018 affecting Recurly API, lasting 211d 4h. The incident has been resolved; the full update timeline is below.

Started
Oct 25, 2018, 11:46 AM UTC
Resolved
May 24, 2019, 04:01 PM UTC
Duration
211d 4h
Detected by Pingoru
Oct 25, 2018, 11:46 AM UTC

Affected components

Recurly API

Update timeline

  1. investigating Oct 25, 2018, 11:46 AM UTC

    Some customers have reported that perfectly valid credit cards are being rejected. This matter has been escalated to our payment billing provider, @recurly, who admit that the problem is on their end and are working on a solution.

  2. identified Oct 26, 2018, 05:00 PM UTC

    We can reproduce the issue and have traced it to the payment gateway service. We are working with their support to locate the root cause.

  3. identified Oct 26, 2018, 06:48 PM UTC

    We have identified an intermediate workaround while Recurly and our card processor are still analysing the root cause. Customers who have valid cards rejected should contact [email protected] for a resolution.

  4. identified May 24, 2019, 03:52 PM UTC

    We are continuing to work on a fix for this issue.

  5. resolved May 24, 2019, 04:01 PM UTC

    This incident has been resolved.