Is Masabi down?

Status: Investigating Please be advised that Chase detected an issue where some clients are experiencing lower than normal approval rates or response time latency for debit transactions. Chase is in contact with the Debit Network and will continue to monitor the situation while the issue is being addressed. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that Chase continues to remain in contact with the Debit Network to address the previously reported issue where some clients are experiencing lower than normal approval rates or response time latency for debit transanctions. Updates will be published as new information is available. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that Chase continues to remain in contact with the Debit Network to address the previously reported issue where some clients are experiencing lower than normal approval rates or response time latency for debit transanctions. Updates will be published as new information is available. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that the previously reported issue where some clients experienced lower than normal approval rates or response time latency for Visa transactions has been resolved as of 12:33 PM ET. You are receiving this notification based on your alerts subscription. Please do not respond to this email as this has been sent from an unmonitored mailbox. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Resolved Please be advised that the previously reported issue where some clients experienced lower than normal approval rates or response time latency for Visa transactions has been resolved as of 12:33 PM ET. You are receiving this notification based on your alerts subscription. Please do not respond to this email as this has been sent from an unmonitored mailbox. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Operational)

Status: Investigating Please be advised that Chase detected an issue where some clients are experiencing lower than normal approval rates or response time latency for debit transactions. Chase is in contact with the Debit Network and will continue to monitor the situation while the issue is being addressed. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that Chase continues to remain in contact with the Debit Network to address the previously reported issue where some clients are experiencing lower than normal approval rates or response time latency for debit transanctions. Updates will be published as new information is available. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that Chase continues to remain in contact with the Debit Network to address the previously reported issue where some clients are experiencing lower than normal approval rates or response time latency for debit transanctions. Updates will be published as new information is available. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that the previously reported issue where some clients experienced lower than normal approval rates or response time latency for Visa transactions has been resolved as of 12:33 PM ET. You are receiving this notification based on your alerts subscription. Please do not respond to this email as this has been sent from an unmonitored mailbox. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Resolved Please be advised that the previously reported issue where some clients experienced lower than normal approval rates or response time latency for Visa transactions has been resolved as of 12:33 PM ET. You are receiving this notification based on your alerts subscription. Please do not respond to this email as this has been sent from an unmonitored mailbox. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Operational)

Status: Investigating Please be advised that Chase detected an issue where some clients are experiencing lower than normal approval rates or response time latency for debit transactions. Chase is in contact with the Debit Network and will continue to monitor the situation while the issue is being addressed. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that Chase continues to remain in contact with the Debit Network to address the previously reported issue where some clients are experiencing lower than normal approval rates or response time latency for debit transanctions. Updates will be published as new information is available. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that Chase continues to remain in contact with the Debit Network to address the previously reported issue where some clients are experiencing lower than normal approval rates or response time latency for debit transanctions. Updates will be published as new information is available. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Investigating Please be advised that the previously reported issue where some clients experienced lower than normal approval rates or response time latency for Visa transactions has been resolved as of 12:33 PM ET. You are receiving this notification based on your alerts subscription. Please do not respond to this email as this has been sent from an unmonitored mailbox. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Degraded performance)

Status: Resolved Please be advised that the previously reported issue where some clients experienced lower than normal approval rates or response time latency for Visa transactions has been resolved as of 12:33 PM ET. You are receiving this notification based on your alerts subscription. Please do not respond to this email as this has been sent from an unmonitored mailbox. Components Affected NetConnect -> Operational Tandem -> Operational Stratus -> Operational Affected components Chase (Operational)

Status: Investigating We are investigating a problem affecting Scan Validation and SVA top-ups. Riders may notice delays between SVA top-ups and validators (balances not correct, trips being rejected incorrectly when they do have funds), as well as scans not showing up and syncing across. It is expected that riders will be able to travel, and validation is still happening, as this part of the system is async. Our team is working to identify the cause. We will post another update within 30 minutes. Affected components Stored Value - Customer Service Functions (Partial outage) Justride Validator (JRV) (Partial outage)

Status: Investigating We are investigating a problem affecting Scan Validation and SVA top-ups. Riders may notice delays between SVA top-ups and validators (balances not correct, trips being rejected incorrectly when they do have funds), as well as scans not showing up or syncing across. It is expected that riders will be able to travel, and validation is still happening, as this part of the system is async. Our team is working to identify the cause. We will post another update within 30 minutes. Affected components Stored Value - Customer Service Functions (Partial outage) Gates or Embedded systems syncing on Database (Partial outage) Passback Controls (Partial outage) Justride Validator (JRV) (Partial outage)

Status: Identified We have identified the cause of the issue affecting Scan Validation and SVA top-ups. Riders may still notice delays between SVA top-ups and validators (balances not correct, trips being rejected incorrectly when they do have funds), as well as scans not showing up or syncing across until this is complete. We will post another update every 30mins unless there are any updates. Affected components Stored Value - Customer Service Functions (Partial outage) Gates or Embedded systems syncing on Database (Partial outage) Passback Controls (Partial outage) Justride Validator (JRV) (Partial outage)

Status: Monitoring Masabi's Engineering team have applied a fix, and Scan Validation and SVA top-ups are expected to work normally again. We are monitoring closely to confirm the issue is fully resolved. Until then, we will continue to publish further updates every 30 minutes. Affected components Justride Validator (JRV) (Operational) Stored Value - Customer Service Functions (Operational) Gates or Embedded systems syncing on Database (Operational) Passback Controls (Operational)

Status: Resolved The issue affecting SVA and Validation has been resolved, and services are operating normally. We are sorry for the disruption. If you continue to experience problems, please contact [email protected] Affected components Justride Validator (JRV) (Operational) Stored Value - Customer Service Functions (Operational) Gates or Embedded systems syncing on Database (Operational) Passback Controls (Operational)

Status: Monitoring Masabi's Engineering team continue to work on the Scan Validation issues. We are monitoring closely to confirm the issue is fully resolved. Until then, we will continue to publish further updates every 30 minutes. Affected components Justride Validator (JRV) (Operational) Stored Value - Customer Service Functions (Operational) Gates or Embedded systems syncing on Database (Operational) Passback Controls (Operational)

Status: Resolved The issue affecting the Validation has been resolved, and services are operating normally. We are sorry for the disruption. If you continue to experience problems, please contact [email protected]: https://[email protected] Affected components Gates or Embedded systems syncing on Database (Operational) Passback Controls (Operational) Justride Validator (JRV) (Operational) Stored Value - Customer Service Functions (Operational)

Status: Investigating We are investigating a problem affecting Rider Portal. Our team is working to identify the cause. Affected components Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage) Login / Access (Full outage) Ticket Purchases (Full outage)

Status: Identified Rider Portal is currently unavailable because of an issue with one of our domains at our third-party domain provider. Mobile ticketing apps and tickets already purchased are not affected. Our provider is restoring the domain and has told us this may take up to 24 hours. We are in contact with them and will continue to post updates here at least every hour, or sooner if anything changes. What’s happened? A domain used by Rider Portal is unavailable from our third-party domain provider. This was not caused by a security incident or by any change made by Masabi or your agency. What’s affected? Rider Portal is unavailable. Mobile apps, and existing tickets continue to work as normal. When will it be fixed? The restore is under way. Our provider has advised it could take up to 24 hours. Once restored, some riders may continue to see errors for a short while as the change spreads across the internet. What should we tell riders? Please use other sales channels (App, TVMs etc) to buy tickets and view your account in the meantime. Is rider data at risk? No. This affects how the site is found online, not the systems or data behind it. Where can we get updates? https://status.masabi.com/ We recommend subscribing for notifications. Affected components Login / Access (Full outage) Ticket Purchases (Full outage) Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage)

Status: Identified We're continuing to work with our provider to restore access to the rider portal. They've located the domain and are working on the restore, and we're working with them to complete it as quickly as possible. We still expect this to be completed within the timeframe our provider gave earlier. The mobile app is not affected, so riders can continue to buy and use tickets through the app as normal. See our earlier update for more details. We'll continue to post updates here. Affected components Login / Access (Full outage) Ticket Purchases (Full outage) Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage)

Status: Identified Rider Portal remains unavailable. We are in active contact with our domain provider to complete the restoration of the domain, and we’ll share a confirmed time as soon as we have one. Mobile apps, ticket purchasing in the apps, ticket scanning and tickets already purchased are not affected. Riders can continue to use the app or other sales channels in the meantime. Once the domain is restored, some riders may see errors for a short while as the change spreads across the internet. We’ll post our next update within 2 hours, or sooner if anything changes. Affected components Login / Access (Full outage) Ticket Purchases (Full outage) Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage)

Status: Identified Rider Portal remains unavailable. We have not yet received confirmation from our domain provider that the restoration is complete, and we are continuing to follow up with them and work toward restoring access as quickly as possible. Mobile apps, ticket purchasing in the apps, ticket scanning and tickets already purchased are not affected. Riders can continue to use the app or other sales channels in the meantime. Our next update will follow within 2 hours, or sooner if anything changes. Affected components Login / Access (Full outage) Ticket Purchases (Full outage) Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage)

Status: Identified Rider Portal remains unavailable. We have still not received confirmation from our domain provider that the restoration is complete, and we are continuing to follow up with them while working on other ways to restore access as quickly as possible. Mobile apps, ticket purchasing in the apps, ticket scanning and tickets already purchased are not affected. Riders can continue to use the app or other sales channels in the meantime. Our next update will follow within 2 hours, or sooner if anything changes. Affected components Login / Access (Full outage) Ticket Purchases (Full outage) Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage)

Status: Identified Rider Portal: alternative address available Rider Portal remains unavailable at its original address. We’re continuing to work with our domain provider to restore it, but don’t yet have a confirmed resolution time. In the meantime, we’ve set up an alternative address so riders can regain access now. We’ve contacted affected agencies directly with details: • Agencies using a Masabi-hosted address have been given an alternative URL that works now (by replacing .justride.tickets with .justridetransit.com in the address), and can choose how to share it with their riders. • Agencies using their own custom domain have been sent a one-off DNS change for their IT team. The portal will work again as soon as that change is made. Mobile apps, ticket purchasing in the apps, ticket scanning and tickets already purchased are not affected. Riders can continue to use the app or other sales channels in the meantime. Our next update will follow on Monday, or sooner if anything changes. Affected components Ticket Purchases (Full outage) Stored Value Account - Add Funds (Full outage) Smart Card Management (Full outage) Login / Access (Full outage)

Status: Resolved The issue affecting [JUSTRIDE AREA] has been resolved and services are operating normally. We are sorry for the disruption. If you continue to experience problems, please contact [SUPPORT ROUTE]. Affected components Login / Access (Operational) Ticket Purchases (Operational) Stored Value Account - Add Funds (Operational) Smart Card Management (Operational)