Zai Outage History

Zai Engineers have detected a recurrence of the upstream card payment issue. While not all transactions are impacted, some errors may again be experienced when using the make_payment and charges endpoints. Our team is in contact with our upstream provider to prioritise resolution of this issue. We’ll continue to share updates as soon as more information is available. Thank you for bearing with us as we work through this recurrence.

We are currently experiencing an issue where the Zai Dashboard https://dashboard.hellozai.com is inaccessible. Users may be unable to log in or view account data through the portal at this time. Current Actions: Our engineering team has identified the issue and is actively working on a resolution. We will provide updates as more information becomes available. Next Update: Within [30/60] minutes or upon resolution. We apologise for any inconvenience this may cause and appreciate your patience while we work to restore full service.

We are currently experiencing an issue affecting NPP Payouts. As a result, NPP payouts may be delayed or unavailable. To minimise disruption, affected payouts will be redirected and processed via Direct Entry. Please note that Direct Entry payments are subject to the standard processing time and may take longer to settle than NPP payouts. Our engineering team is actively working to resolve the issue and restore normal NPP Payout services as quickly as possible. We will continue to provide updates as more information becomes available.

We are currently experiencing intermittent transaction authorisation issues and tokenisation request errors due to a third-party power disruption affecting part of our payments infrastructure. As a result, some transaction authorisations may be declined or return an error "Unable to process request". Service has been restored for some affected systems, and our card provider continues to work towards restoring full service. We are closely monitoring the situation and will provide further updates as they become available.

We are currently investigating a potential issue affecting an upstream provider's processing of American Express payment authorisations.

Some instability with PayTo services is being observed, and we are working internally to identify and rectify the underlying issue as soon as possible.

Our upstream Cards processing provider has informed us of an incident causing potential latency to Cards transactions. We are working closely with our upstream provider to monitor their resolution of this issue. We will provide an update in 1 hour, or as soon as we have more information to share.

Our upstream cards processing provider has confirmed they are still working on their network issue, which may cause transaction latency, declines, or errors. We will continue to monitor their resolution of this incident and provide an update within the next 90 minutes, or as soon as we have updates to share. We apologise again for the impact this may cause.

We’re currently investigating issues with our Dashboard and Supplementary Data API endpoint. We apologise for any inconvenience and will post further updates as they become available.

We’re currently investigating issues with our Dashboard. The issue with the Supplementary Data API endpoint has been resolved. We apologise for any inconvenience and will continue to provide updates as they become available.

We’re currently investigating a potential service interruption with our Card Payments. Some proportion of card payments are failing. We apologise for any inconvenience. We will provide more updates as they become available.

We’re experiencing a service outage with our Card Payments. Our team is currently working to restore the service. We apologise for any inconvenience and will provide more updates as they become available.

We’re experiencing a service outage with our Card Payments and registering new Credit Cards in the API. Our team is currently working to restore the service. We apologise for any inconvenience and will provide more updates as they become available.

Connectivity issues with our upstream partner are again causing disruption to our Virtual Accounts registration APIs. Resolution of the issue is ultimately outside our control, however we will continue to monitor the situation closely. Further updates will be posted ASAP.

Apologies, the last status update was in error. The issue remains unresolved, and we are continuing to monitor.

We're currently experiencing issues with our Direct Entry batch processing. Delays in processing transactions are likely to occur.