Zai Outage History

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Zai had 15 outages in the last 2 years totaling 124h 44m of downtime — averaging 0.6 incidents per month.

There were 15 Zai outages since June 12, 2024 totaling 124h 44m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.hellozai.com

Minor May 4, 2026

Card Payments and Tokenisation Issue (Resolved)

Detected by Pingoru
May 04, 2026, 12:18 AM UTC
Resolved
May 04, 2026, 03:19 AM UTC
Duration
3h 1m
Affected: Cards Payins
Timeline · 2 updates
  1. monitoring May 04, 2026, 12:18 AM UTC

    Overnight, we experienced a temporary issue with card tokenisation services of an upstream provider. This caused some card payments and card storage attempts to fail between 10:42pm Sunday 3 May and approximately 12:15am Monday 4 May. The issue has now been resolved and services are operating normally. • You can safely retry any card card storage requests that were affected. • Our technical teams are currently verifying the status of payments processed during this incident and we’ll provide further guidance on next steps regarding payment retries as soon as possible. We’re sorry for this disruption and appreciate your understanding.

  2. resolved May 04, 2026, 03:19 AM UTC

    Payments processed during this incident have now been verified by our team. If possible, it is safe to retry any payments that were declined during this period.

Read the full incident report →

Minor April 17, 2026

Partial BPAY Settlement Processing Delay

Detected by Pingoru
Apr 17, 2026, 02:32 AM UTC
Resolved
Apr 17, 2026, 04:40 AM UTC
Duration
2h 7m
Affected: Direct Debit Payins
Timeline · 2 updates
  1. identified Apr 17, 2026, 02:32 AM UTC

    We are currently experiencing a delay affecting settlement processing for some BPAY transactions. Zai did not receive the expected BPAY settlement file at 8:30pm on 16 April 2026. Our banking partner is actively investigating this as a priority. We expect the file to be sent and processed today, with affected funds to be credited to each user's wallet on the next banking day, Monday 20 April 2026. We will provide a further update within the next two hours. We apologise for the inconvenience and appreciate your patience.

  2. resolved Apr 17, 2026, 04:40 AM UTC

    The previously missing BPAY settlement file has now been delivered to Zai by our banking partner and successfully processed. Affected funds will be available in user wallets on the next banking day, Monday 20 April 2026. No further impact is expected. We apologise again for any inconvenience caused and appreciate your patience while we worked with our banking partner to resolve this issue.

Read the full incident report →

Notice March 17, 2026

Zai System Maintenance - Impact to Pre-Live Services

Detected by Pingoru
Mar 17, 2026, 09:26 AM UTC
Resolved
Mar 17, 2026, 10:10 AM UTC
Duration
43m
Timeline · 2 updates
  1. identified Mar 17, 2026, 09:26 AM UTC

    Pre-live maintenance is continuing to extend past the planned window - we will update when possible. Expect intermittent outages in the prelive API until this maintenance is completed.

  2. resolved Mar 17, 2026, 10:10 AM UTC

    These activities are now complete.

Read the full incident report →

Notice March 12, 2026

Potential Issue with AMEX Authorisations

Detected by Pingoru
Mar 12, 2026, 03:41 AM UTC
Resolved
Mar 12, 2026, 07:42 AM UTC
Duration
4h 1m
Affected: Cards Payins
Timeline · 3 updates
  1. investigating Mar 12, 2026, 03:41 AM UTC

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

  2. monitoring Mar 12, 2026, 04:54 AM UTC

    The issue has been resolved and service has been restored. Our teams are continuing to monitor closely to ensure ongoing stability. During the incident, American Express payment authorizations were impacted. Customers attempting to process payments with American Express cards may have experienced failed payment attempts. We recommend retrying any failed transactions. Our team is reviewing the status of affected payments, and if we identify cases requiring further action, we will contact the relevant customers directly. We apologize for the inconvenience and appreciate your patience while we worked to restore service.

  3. resolved Mar 12, 2026, 07:42 AM UTC

    The latest instance of this error was detected at ~3:05pm AEDT. Our ongoing monitoring confirms no further impact from this earlier upstream interruption to American Express transactions.

Read the full incident report →

Minor March 10, 2026

Intermittent Failures for Some PayTo Agreement and Payment Requests

Detected by Pingoru
Mar 10, 2026, 11:21 PM UTC
Resolved
Mar 11, 2026, 03:25 AM UTC
Duration
4h 3m
Affected: PayTo Payins
Timeline · 3 updates
  1. investigating Mar 10, 2026, 11:21 PM UTC

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

  2. monitoring Mar 11, 2026, 12:17 AM UTC

    We have resolved the issue and are continuing to monitor the system to ensure stability. During the incident, some “Create PayTo Agreement” and “Initiate PayTo Payment” requests may have failed. Our team is currently reviewing the status of any affected transactions. If we identify impacts requiring action, we will contact the relevant customers directly with further information.

  3. resolved Mar 11, 2026, 03:25 AM UTC

    We have not observed any further impact since the service was stabilised, and this incident is now closed. Based on our review of affected transactions, the overall impact has been downgraded to Minor. We are continuing to investigate the status of a small number of affected transactions and will contact impacted customers directly if further information or action is required. If you have any concerns in the meantime, please contact our Technical Support team at [email protected].

Read the full incident report →

Notice November 25, 2025

Potential card payment processing latency

Detected by Pingoru
Nov 25, 2025, 11:16 PM UTC
Resolved
Nov 26, 2025, 12:26 AM UTC
Duration
1h 10m
Affected: Cards Payins
Timeline · 3 updates
  1. investigating Nov 25, 2025, 11:16 PM UTC

    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.

  2. investigating Nov 26, 2025, 12:19 AM UTC

    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.

  3. resolved Nov 26, 2025, 12:26 AM UTC

    Our upstream cards processing provider has informed us that the network latency issues they were experiencing have now been resolved and cards processing should be restored to normal. Zai will continue to closely monitor for any recurrence. We apologise for the impact this may have caused.

Read the full incident report →

Minor August 31, 2025

Partial Degradation - Card Payments

Detected by Pingoru
Aug 31, 2025, 10:33 PM UTC
Resolved
Sep 03, 2025, 11:55 PM UTC
Duration
3d 1h
Affected: Cards Payins
Timeline · 4 updates
  1. investigating Aug 31, 2025, 10:33 PM UTC

    Zai Engineers have detected a recurrence of the upstream card payment issue experienced on Friday. 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.

  2. investigating Sep 01, 2025, 12:01 AM UTC

    Our investigation shows the impact is less severe than the partial outage experienced on Friday, however is still causing failures to some transactions. We are in close contact with our provider who is actively investigating the problem.

  3. monitoring Sep 03, 2025, 01:13 AM UTC

    Our investigation with our provider has confirmed this issue only affects payments using cards that were added to Zai’s system during the previous upstream outage on Friday 29 August. Cards added before or after the outage are unaffected and can be used to transact successfully. * As a workaround, if possible, impacted payers may re-add their card and retry their payment. * If re-adding the card is not possible, we are continuing to work with our provider to restore functionality for the affected cards. Given this workaround, we will close this incident, but a further update will be posted here once the permanent fix has been installed by our provider. If you're not already subscribed to receive updates, you may follow this incident for alerts. We apologise for this trailing impact from Friday's upstream incident.

  4. resolved Sep 03, 2025, 11:55 PM UTC

    Our provider has released a fix for the issue affecting payment cards added to Zai's system during the outage window on Friday 29 August. Transactions on these cards should be successful going forward. We have not detected any further instances of the "HTTP 400" error since this fix was put in place, however if you continue to experience problems with card payments, please contact our Support team at [email protected]. We apologise again for the extended impact caused by our provider's prior incident.

Read the full incident report →

Major July 17, 2025

Investigating issues with Production APIs

Detected by Pingoru
Jul 17, 2025, 03:44 AM UTC
Resolved
Jul 17, 2025, 04:03 AM UTC
Duration
18m
Affected: Core / Supplementary Data APIs
Timeline · 2 updates
  1. identified Jul 17, 2025, 03:44 AM UTC

    We’re currently experiencing performance issues with our Production APIs. Our team is working to restore normal service levels. We apologise for any inconvenience and will provide more updates as they become available. This is impacting some customers but not all. We are aware of the cause and working on putting the fix in place currently.

  2. resolved Jul 17, 2025, 04:03 AM UTC

    This incident has been resolved and we are continuing to monitor.

Read the full incident report →

Major July 6, 2025

Investigating issues with the Dashboard and Supplementary Data API endpoint

Detected by Pingoru
Jul 06, 2025, 10:40 AM UTC
Resolved
Jul 06, 2025, 11:36 PM UTC
Duration
12h 56m
Affected: Core / Supplementary Data APIsDashboard
Timeline · 3 updates
  1. investigating Jul 06, 2025, 10:40 AM UTC

    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.

  2. investigating Jul 06, 2025, 10:30 PM UTC

    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.

  3. resolved Jul 06, 2025, 11:36 PM UTC

    The issues affecting the Dashboard and Supplementary Data API endpoint have now been fully resolved. All systems are operating normally. We appreciate your patience and apologise for any inconvenience caused.

Read the full incident report →

Notice March 2, 2025

Investigating issues with Card Payments

Detected by Pingoru
Mar 02, 2025, 10:02 PM UTC
Resolved
Mar 02, 2025, 11:49 PM UTC
Duration
1h 47m
Affected: Core / Supplementary Data APIsCards Payins
Timeline · 5 updates
  1. investigating Mar 02, 2025, 10:02 PM UTC

    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.

  2. investigating Mar 02, 2025, 10:21 PM UTC

    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.

  3. investigating Mar 02, 2025, 11:13 PM UTC

    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.

  4. monitoring Mar 02, 2025, 11:24 PM UTC

    Service has been restored, we are continuing to monitor this incident actively.

  5. resolved Mar 02, 2025, 11:49 PM UTC

    This incident has been resolved. We are still monitoring.

Read the full incident report →

Major November 21, 2024

Virtual Accounts registration disruption

Detected by Pingoru
Nov 21, 2024, 07:13 AM UTC
Resolved
Nov 21, 2024, 08:18 AM UTC
Duration
1h 4m
Affected: Core / Supplementary Data APIs
Timeline · 4 updates
  1. investigating Nov 21, 2024, 07:13 AM UTC

    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.

  2. monitoring Nov 21, 2024, 07:15 AM UTC

    A fix has been implemented and we are monitoring the results.

  3. investigating Nov 21, 2024, 07:19 AM UTC

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

  4. resolved Nov 21, 2024, 08:18 AM UTC

    This incident has been resolved.

Read the full incident report →

Major October 4, 2024

Direct Entry Batch and Settlement Processing Delays

Detected by Pingoru
Oct 04, 2024, 12:38 AM UTC
Resolved
Oct 04, 2024, 02:47 PM UTC
Duration
14h 9m
Affected: Cards PayinsDirect Debit Payins
Timeline · 3 updates
  1. investigating Oct 04, 2024, 12:38 AM UTC

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

  2. identified Oct 04, 2024, 07:39 AM UTC

    The issue has been identified, and the team is working on a fix at the moment. BPay payins are not impacted, although card settlements may be subject to some delay. Further updates will be provided when possible.

  3. resolved Oct 04, 2024, 02:47 PM UTC

    All services have now been restored. Please reach out to Support with any issues or concerns.

Read the full incident report →

Major July 4, 2024

Intermittent card failures

Detected by Pingoru
Jul 04, 2024, 12:33 AM UTC
Resolved
Jul 04, 2024, 03:27 AM UTC
Duration
2h 53m
Affected: Cards Payins
Timeline · 3 updates
  1. investigating Jul 04, 2024, 12:33 AM UTC

    We are currently experiencing intermittent failures for cards transactions. The team is investigating on highest priority, and we will provide updates as soon as possible.

  2. identified Jul 04, 2024, 02:56 AM UTC

    The issue is with an upstream provider, who are working on a fix with all urgency. No timeline for resolution as yet. Further updates will be posted as they become available.

  3. resolved Jul 04, 2024, 03:27 AM UTC

    A fix has been applied by the provider and no further errors are being seen on our side. We will continue to monitor closely, however we believe the incident is now resolved. If you experience any further issues, please reach out to Zai Support immediately.

Read the full incident report →

Major June 14, 2024

BPay Payouts issue

Detected by Pingoru
Jun 14, 2024, 12:27 AM UTC
Resolved
Jun 14, 2024, 01:22 AM UTC
Duration
54m
Affected: Core / Supplementary Data APIs
Timeline · 3 updates
  1. investigating Jun 14, 2024, 12:27 AM UTC

    An issue has been identified with BPay payouts, causing requests to fail with a 424 error code. The source of the issue is unknown at the moment, however our teams are investigating as a matter of highest priority. Further updates will be posted ASAP.

  2. monitoring Jun 14, 2024, 01:00 AM UTC

    Disruption looks to have occurred for less than an hour overnight, with normal operations subsequently resumed. Our teams are continuing to investigate, and additional updates will be posted once the root cause is understood. All APIs appear fully operational at the moment, however if you are experiencing any ongoing issues please reach out to Zai Customer Support for assistance.

  3. resolved Jun 14, 2024, 01:22 AM UTC

    The incident is resolved, although investigations continue to understand the root cause.

Read the full incident report →

Minor June 12, 2024

Intermittent card payment issues

Detected by Pingoru
Jun 12, 2024, 11:20 PM UTC
Resolved
Jun 13, 2024, 01:29 AM UTC
Duration
2h 8m
Affected: Cards Payins
Timeline · 3 updates
  1. investigating Jun 12, 2024, 11:20 PM UTC

    We're currently experiencing intermittent issues with an upstream provider, causing some card transactions to fail. We'll continue to investigate and monitor the situation, and will provide updates ASAP.

  2. identified Jun 12, 2024, 11:55 PM UTC

    The issue has been identified, and the provider is working on a fix now.

  3. resolved Jun 13, 2024, 01:29 AM UTC

    Service has been restored, and cards APIs should be fully operational again. Failed transactions may be retried, or please reach out to Zai support if any further assistance is required.

Read the full incident report →