Resolved after 1 day 5 hours, on October 12, 2024.
**Description of the Incident:** A technical glitch occurred due to an update involving ActiveMerchant, which resulted in duplicate payment processing for a small subset of organisations. The issue was contained and addressed quickly by rolling back updates and processing refunds. **Impact:** The incident impacted a limited group of 6 organisations who utilised the Stripe BECS systems for Billing, causing duplicate charges temporarily. Our team ensured that refunds were processed as soon as the banking systems allowed the return, and users were notified immediately. . **Mitigation Actions Taken:** - The problematic deployment was reverted. - Refund requests were sent to our payment provider, resulting in a credit to affected users. - Asynchronous job processing was paused to avoid further issues and resumed once resolved. **Future Prevention Measures:** - Enhanced monitoring to detect discrepancies sooner. - Strengthening our testing and deployment environments to prevent similar occurrences. - Upgrading internal communications to keep all stakeholders informed swiftly. **Lessons Learned:** - Immediate identification and reaction are crucial to minimising impact. - Effective teamwork and clear communication internally played vital roles in quick resolution. - Continual enhancement of systems and processes is vital for future protection against similar issues. Thank you for your patience and trust as we work to ensure your organisation’s experience with TidyHQ remains seamless and efficient. If you have any questions, please contact our support team. Warm regards, The TidyHQ Team
Update timeline
- resolved Nov 05, 2024, 02:36 AM UTC
**Description of the Incident:** A technical glitch occurred due to an update involving ActiveMerchant, which resulted in duplicate payment processing for a small subset of organisations. The issue was contained and addressed quickly by rolling back updates and processing refunds. **Impact:** The incident impacted a limited group of 6 organisations who utilised the Stripe BECS systems for Billing, causing duplicate charges temporarily. Our team ensured that refunds were processed as soon as the banking systems allowed the return, and users were notified immediately. . **Mitigation Actions Taken:** - The problematic deployment was reverted. - Refund requests were sent to our payment provider, resulting in a credit to affected users. - Asynchronous job processing was paused to avoid further issues and resumed once resolved. **Future Prevention Measures:** - Enhanced monitoring to detect discrepancies sooner. - Strengthening our testing and deployment environments to prevent similar occurrences. - Upgrading internal communications to keep all stakeholders informed swiftly. **Lessons Learned:** - Immediate identification and reaction are crucial to minimising impact. - Effective teamwork and clear communication internally played vital roles in quick resolution. - Continual enhancement of systems and processes is vital for future protection against similar issues. Thank you for your patience and trust as we work to ensure your organisation’s experience with TidyHQ remains seamless and efficient. If you have any questions, please contact our support team. Warm regards, The TidyHQ Team
Your product runs on more than TidyHQ
Add the vendors you depend on and get one message when any of them reports trouble. Free for 3 vendors, no card.
Amazon Web Services