Summary
Issue with underlying service provider related to our instances managing payment, causing payments via app & online to to fail.
The issue started at 11:34 AM, resolved at 12:02 PM, and fully restored at 12:08 PM.
Root cause was that underlying service provider related to our instances managing payment.
(We are awaiting further details from underlying service provider on full root cause analysis and will update accordingly.)
Scope
App & online.
Severity
Guest's were unable to complete orders via app & online.
Timeline
All timestamps and dates are CET.
- 11:34 - Automatic monitoring alert triggered.
- 11:50 - Issue identified & troubleshooting initiated by dev.
- 12:02 - Gradual recovery of payment observed.
- 12:08 - Payment fully functional.
Cause
Underlying service provider related to our instances managing payment.
(We are still awaiting further details from underlying service provider on full root cause analysis & will update cause accordingly.)
Planned improvements
- Improving health checks & internal routines to faster notice and take action.
(Potentially further planned improvements to come based on feedback from underlying service provider.)