Zepto Payments AU experienced a major incident on February 7, 2023 affecting NPP Transactions [Outbound] and Australia [DE], lasting 1d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 07, 2023, 04:20 AM UTC
We are seeing reports of degraded performance affecting our NPP real-time payments. Zepto is working internally and with any applicable external parties on identifying the root cause. Further updates will be provided on this page as soon as possible. Affected Region: AU
- identified Feb 07, 2023, 05:04 AM UTC
Dear Valued Zepto Customer, We have been advised by our upstream Financial Institution that there is degraded performance affecting NPP transactions. Incident Start: 07/02/2023, 03:00 PM (Sydney Time) Affected: NPP Transactions This intermittent issue is resulting in failing NPP transactions. Please subscribe to our status page updates by visiting https://status.zepto.money/ as we will be posting updates until resolution. We’re here for you, Zepto
- identified Feb 07, 2023, 06:16 AM UTC
Further to NPP payment processing being affected, it has been advised that the issue also affects the sending and receiving of BECS files due to this incident. Users will see a delay in processing inbound and outbound NPP payments. DE payments if not processed by the Financial Institutions environment by the last cut-off time today may potentially be delayed. We apologise for the inconvenience caused, we will provide an update with further information once known.
- identified Feb 07, 2023, 07:24 AM UTC
Our technical teams are still actively working with our upstream Financial Institution to resolve this issue. An update will be provided with further information as and when we are advised.
- monitoring Feb 07, 2023, 08:27 AM UTC
The upstream Financial Institution has identified a potential fix for the NPP service outage and we are seeing NPP payments intermittently processing. We are currently monitoring our systems for a full recovery.
- monitoring Feb 07, 2023, 09:26 AM UTC
We are continuing to monitor the situation closely and working with our upstream Financial Institution. We will continue to provide updates as we have them.
- monitoring Feb 07, 2023, 10:24 AM UTC
We are continuing to monitor the situation closely and working with our upstream Financial Institution. We will continue to provide updates as we have them.
- monitoring Feb 07, 2023, 11:24 AM UTC
We are seeing intermittent issues with the transaction processing. We continue to monitor the situation closely and will provide more updates once made available.
- monitoring Feb 07, 2023, 12:20 PM UTC
We are still seeing intermittent issues with the transaction processing. The team at our financial institution will continue to monitor the situation. Further updates will be provided once made available.
- monitoring Feb 07, 2023, 01:21 PM UTC
We continue to monitor this issue. Further updates will be provided when made available.
- monitoring Feb 07, 2023, 02:44 PM UTC
Our upstream financial institution is still working on resolving this issue. Further updates will be provided on this page when made available.
- monitoring Feb 07, 2023, 04:11 PM UTC
We continue to monitor this issue. Further updates will be provided when made available.
- monitoring Feb 07, 2023, 08:03 PM UTC
Following the incident, we currently have a few NPP transactions from yesterday in the processing state. We are waiting for an update from our upstream financial institution. We apologize for the inconvenience this may have caused you today, we will be sure to provide an update once made available.
- monitoring Feb 07, 2023, 09:08 PM UTC
We are waiting for more information from our financial institution in regard to the issue. We will share an update once made available.
- monitoring Feb 07, 2023, 10:25 PM UTC
The team at our financial institution is still working on resolving the issues on their end. We will continue to provide updates as we have them.
- monitoring Feb 07, 2023, 11:24 PM UTC
The team at our financial institution is still working on resolving the issues on their end. It has been confirmed that some DE files submissions were not processed by the last exchange point, we'll reach out to those affected with transaction details shortly. A reminder to please not attempt to reprocess any pending transactions. Reach out to our Support Team at [email protected] for any questions. We appreciate your patience and apologise for the inconvenience caused, we'll continue to provide updates as and when we receive them.
- monitoring Feb 08, 2023, 12:38 AM UTC
Dear Valued Zepto Customer, The outbound NPP payment backlog has now been resolved and all payments have been processed from 11:30am 08/02/2023. We are continuing to investigate DE files submissions that were not processed by the last exchange point. We will reach out to those affected with transaction details shortly. A reminder to please not attempt to reprocess any pending transactions. As always, for any queries that need immediate attention, don’t hesitate to contact our Support Team through your portal, email us at [email protected] or contact your Zepto Account Manager directly. Team Zepto
- monitoring Feb 08, 2023, 01:34 AM UTC
As the queue of outbound NPP payments has cleared earlier today, our focus is now on investigating the DE files and inbound NPP payments backlog. We are working with our financial institution to get clarification on the delays with inbound NPP payments, as we currently do not have visibility until the payments are sent and received into Zepto's systems. We appreciate your patience as we work towards resolving the issue. If you have any transactional details, please pass them along for us to investigate.
- monitoring Feb 08, 2023, 02:42 AM UTC
DE file submissions that were not processed by the last exchange point have now been successfully submitted and we are in the process of contacting affected merchants. We are continuing work with our upstream Financial Institution to get clarification on the delays with the inbound NPP payments backlog and will provide further updates when they become available. We appreciate your patience as we work towards resolving the issue. If you have any transactional details, please pass them along for us to investigate.
- resolved Feb 08, 2023, 04:28 AM UTC
Dear Valued Zepto Customer, All NPP inbound payment backlogs have cleared and are working as expected. An interim PIR will be distributed by [email protected] within 2 business days. As always, for any queries that need immediate attention, don’t hesitate to contact our Support Team through your portal, email us at [email protected] or contact your Zepto Account Manager directly. Team Zepto