Masabi experienced a minor incident on October 14, 2026 affecting Stored Value - Customer Service Functions and Gates or Embedded systems syncing on Database and 1 more component, lasting 1d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 14, 2026, 12:48 PM UTC
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)
- investigating Oct 14, 2026, 12:51 PM UTC
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)
- identified Oct 14, 2026, 01:04 PM UTC
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)
- monitoring Oct 14, 2026, 01:08 PM UTC
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)
- resolved Oct 14, 2026, 01:36 PM UTC
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)
- monitoring Oct 14, 2026, 04:38 PM UTC
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)
- resolved Oct 15, 2026, 02:18 PM UTC
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)