POLi experienced a notice incident on April 29, 2026, lasting 10d 20h. The incident has been resolved; the full update timeline is below.
Update timeline
- identified Apr 29, 2026, 02:10 AM UTC
Following Jetstar’s upgrade to BNZ’s Open Banking APIs, some customers experienced an error on Jetstar’s website after completing the payment process. As a result, a number of affected customers made multiple payments for the same Jetstar booking or may have made a single payment and not received a booking confirmation. Jetstar customers are advised that POLi and Jetstar are aware of the issue. The root cause has been identified, and the issue has now been resolved. Jetstar are identifying impacted customers and making the appropriate action – issuing itineraries and / or issuing refunds. Jetstar customers who believe they may have been impacted are requested to submit a POLi Support Request via email to [email protected], including the relevant POLi transaction ID(s) (format: 9965xxxxxxxx). Please ensure your contact phone number and email address are included with the request. We confirm that the multiple POLi transaction issue was confined exclusively to BNZ Jetstar customers between 20 April 2026 and midday on 28 April 2026. All other POLi payments for New Zealand merchants using other New Zealand banks were not affected and have continued to operate normally. We apologise for any inconvenience caused by this incident.