Paydock incident

Intermittent connectivity issues to Paydock API

Minor Resolved View vendor source →

Paydock experienced a minor incident on August 9, 2023, lasting —. The incident has been resolved; the full update timeline is below.

Started
Aug 09, 2023, 06:44 AM UTC
Resolved
Aug 08, 2023, 11:00 PM UTC
Duration
—
Detected by Pingoru
Aug 09, 2023, 06:44 AM UTC

Update timeline

  1. resolved Aug 09, 2023, 06:44 AM UTC

    We have received reports that charges created from around 9:00am to 10:30am on 09/08/2023 AEST have intermittently had responses time out. We can confirm that since 10:30am these issues haven't been observed, however we are still looking into potential causes for this, and we will provide updates via this channel.

  2. postmortem Aug 10, 2023, 03:34 AM UTC

    There was a Sev 3 Incident that occurred yesterday \(09/08/2023\) between 9:30am and 11am AEST, this caused degradation on the Paydock side. Paydock was receiving transactions as successful however for some customers \(intermittently\) were not receiving a timely response from the API, so it appears some customers tried putting a payment through again, which may have resulted in those customers being double charged. We've already added some preventative measures overnight to prevent re-occurrence and we have some tasks in the backlog for overall and constant improvement. If you have any further questions about this issue, please reach out to [[email protected]](mailto:[email protected])