tag:status.hellozai.com,2005:/historyZai Status - Incident History2024-03-29T14:55:48+11:00Zaitag:status.hellozai.com,2005:Incident/202202502024-03-12T16:05:56+11:002024-03-12T16:05:56+11:00Delay in processing some BPay Payouts<p><small>Mar <var data-var='date'>12</var>, <var data-var='time'>16:05</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>12</var>, <var data-var='time'>11:37</var> AEDT</small><br><strong>Identified</strong> - Due to an issue encountered over the weekend, some BPay Payouts will be delayed for up to 1 day.<br /><br />A fix has already been identified and is currently being implemented by the Zai engineering teams to ensure no further impact. Updates will be posted here as remediation continues.</p>tag:status.hellozai.com,2005:Incident/200350972024-02-28T03:41:50+11:002024-02-28T03:41:50+11:00Scheduled System Maintenance - Potential Impact on Real Time Services<p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>03:41</var> AEDT</small><br><strong>Completed</strong> - Maintenance Task Completed Successfully! Delighted to inform you that our maintenance operation has been executed flawlessly! Our team's expertise and meticulous attention to detail have ensured the seamless functioning of our systems. Your trust in our professionalism drives us to continuously deliver excellence. Thank you for your unwavering support!</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>03:35</var> AEDT</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>03:00</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>15:46</var> AEDT</small><br><strong>Scheduled</strong> - System maintenance will be done with potential impact around real time services. Any real time payouts request initiated during this time will likely fail or fallback to Direct Entry processing. We recommend minimizing real time payouts processing at this time to avoid delays. Thank you for your cooperation.</p>tag:status.hellozai.com,2005:Incident/200800272024-02-27T03:44:34+11:002024-02-27T03:44:34+11:00Scheduled maintenance is currently in progress. We will provide updates as necessary.<p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>03:44</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>03:42</var> AEDT</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>03:10</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>03:09</var> AEDT</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.hellozai.com,2005:Incident/200350932024-02-26T04:00:56+11:002024-02-26T04:00:56+11:00Scheduled System Maintenance - Potential Impact on Real Time Services<p><small>Feb <var data-var='date'>26</var>, <var data-var='time'>04:00</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>26</var>, <var data-var='time'>03:00</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>15:45</var> AEDT</small><br><strong>Scheduled</strong> - System maintenance will be done with potential impact around real time services. Any real time payouts request initiated during this time will likely fail or fallback to Direct Entry processing. We recommend minimizing real time payouts processing at this time to avoid delays. Thank you for your cooperation.</p>tag:status.hellozai.com,2005:Incident/198716842024-01-31T13:04:49+11:002024-01-31T13:04:49+11:00Investigating issues with Pre-Live APIs<p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>13:04</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>12:12</var> AEDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>12:12</var> AEDT</small><br><strong>Investigating</strong> - We’re currently investigating issues with our Pre-Live APIs. We apologise for any inconvenience and will post further updates as they become available. The Virtual Account endpoints are failing.</p>tag:status.hellozai.com,2005:Incident/196826192024-01-12T11:07:10+11:002024-01-12T11:07:10+11:00Investigating issues with Production APIs<p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>11:07</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>10:14</var> AEDT</small><br><strong>Investigating</strong> - We’re currently investigating a potential service interruption with our Production APIs. We apologise for any inconvenience and will provide more updates as they become available.</p>tag:status.hellozai.com,2005:Incident/196360272024-01-07T22:40:55+11:002024-01-07T22:40:55+11:00Cards Engine DB upgrade<p><small>Jan <var data-var='date'> 7</var>, <var data-var='time'>22:40</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'> 7</var>, <var data-var='time'>22:00</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'> 7</var>, <var data-var='time'>21:29</var> AEDT</small><br><strong>Scheduled</strong> - We will be performing an upgrade to our Cards Engine DB this evening, during which time card payment functionality will be unavailable.<br /><br />Updates will be posted as required throughout the process.</p>tag:status.hellozai.com,2005:Incident/194071182023-12-17T19:41:26+11:002023-12-17T19:41:26+11:00PayTo DB upgrade<p><small>Dec <var data-var='date'>17</var>, <var data-var='time'>19:41</var> AEDT</small><br><strong>Completed</strong> - All upgrade activities have now completed ahead of schedule, full service has been restored.</p><p><small>Dec <var data-var='date'>17</var>, <var data-var='time'>19:00</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>13:17</var> AEDT</small><br><strong>Scheduled</strong> - We will be performing a scheduled database upgrade this Sunday at 7:00pm AEDT. During this time, all Zai PayTo services will be unavailable. Updates will be posted throughout the upgrade process as required.<br /><br />Please reach out to our Support team with any questions or concerns.</p>tag:status.hellozai.com,2005:Incident/190295652023-11-06T19:01:26+11:002023-11-06T19:01:26+11:00Report generation delays<p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>19:01</var> AEDT</small><br><strong>Resolved</strong> - The issue has now been found and resolved, and all regular reports will be issued as scheduled going forward.<br /><br />Any reports impacted by the outage will be re-issued as soon as possible, however please reach out to Customer Support if you are experiencing any ongoing issues or if missing reports require priority handling.</p><p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>11:02</var> AEDT</small><br><strong>Investigating</strong> - We're currently investigating an issue with an internal tool responsible for generating regular reports. Until this issue is resolved, reports for some customers may be delayed or incomplete.<br /><br />Please note, ALL APIs and services remain fully operational and are unimpacted by this matter. For any customers experiencing difficulties due to delivery delays for these reports, please reach out to our Customer Support team.</p>tag:status.hellozai.com,2005:Incident/188461702023-10-20T20:56:45+11:002023-10-20T20:56:45+11:00Investigating issues with Production APIs<p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>20:56</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Oct <var data-var='date'>19</var>, <var data-var='time'>09:59</var> AEDT</small><br><strong>Investigating</strong> - We’re currently investigating a potential service interruption with our Production APIs. We apologise for any inconvenience and will provide more updates as they become available.</p>tag:status.hellozai.com,2005:Incident/188462092023-10-20T20:56:33+11:002023-10-20T20:56:33+11:00Investigating issues with Card Payments<p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>20:56</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Oct <var data-var='date'>19</var>, <var data-var='time'>10:03</var> AEDT</small><br><strong>Investigating</strong> - While our services currently remain available, we’re investigating issues related to card payment processing. We apologise for any inconvenience and will post further updates as they become available.</p>tag:status.hellozai.com,2005:Incident/180481062023-08-08T20:30:12+10:002023-08-08T20:30:12+10:00Production maintenance<p><small>Aug <var data-var='date'> 8</var>, <var data-var='time'>20:30</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Aug <var data-var='date'> 8</var>, <var data-var='time'>19:30</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Aug <var data-var='date'> 4</var>, <var data-var='time'>14:39</var> AEST</small><br><strong>Scheduled</strong> - Zai will be undergoing a scheduled maintenance. We will be patching internal system.<br /><br />No disruption to external service is anticipated, however our teams will monitor closely in case any individual transactions are impacted during the process.</p>tag:status.hellozai.com,2005:Incident/177490272023-07-05T22:30:13+10:002023-07-05T22:30:13+10:00Production maintenance<p><small>Jul <var data-var='date'> 5</var>, <var data-var='time'>22:30</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jul <var data-var='date'> 5</var>, <var data-var='time'>20:30</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jul <var data-var='date'> 3</var>, <var data-var='time'>15:45</var> AEST</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.hellozai.com,2005:Incident/176852392023-06-27T09:12:52+10:002023-06-27T09:12:52+10:00Intermittent errors with Make Payment calls<p><small>Jun <var data-var='date'>27</var>, <var data-var='time'>09:12</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>17:26</var> AEST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>17:21</var> AEST</small><br><strong>Investigating</strong> - We're seeing some instability with a 3rd party provider, resulting in intermittent errors with Make Payment calls.<br /><br />Zai is monitoring the situation closely, and will provide further updates here as they become available.</p>tag:status.hellozai.com,2005:Incident/176843022023-06-26T15:24:57+10:002023-06-26T15:24:57+10:00Intermittent errors with Make Payment calls<p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>15:24</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>14:53</var> AEST</small><br><strong>Identified</strong> - We're seeing some instability with a 3rd party provider, resulting in intermittent errors with Make Payment calls.<br /><br />Zai is monitoring the situation closely, and will provide further updates here as they become available.</p>tag:status.hellozai.com,2005:Incident/176270132023-06-22T06:00:52+10:002023-06-22T06:00:52+10:00Maintenance impacting Realtime Services<p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>06:00</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>02:00</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>15:43</var> AEST</small><br><strong>Scheduled</strong> - An upstream provider will be conducting scheduled maintenance on the 22nd of June between 2:00 AM AEST and 6:00 AM AEST. This maintenance will affect the processing of realtime payments both inbound and outbound. <br /><br />We highly recommend our clients consider limiting any realtime payout processing at this time to avoid delays on actual settlements of funds to their nominated accounts. Impacted transactions will fallback to our batch payment service which will ensure that all payment requests are processed correctly, however an additional settlement time of 2-3 bank days may be incurred.</p>tag:status.hellozai.com,2005:Incident/176272142023-06-20T16:33:58+10:002023-06-20T16:33:58+10:00Batch Processing Delay<p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>16:33</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>16:09</var> AEST</small><br><strong>Investigating</strong> - Processing for one of our Batch Files has been delayed, and is being processed now.<br /><br />No debits have been affected, however credits in this batch will transition into bank_processing more slowly than usual. Final approval time for all transactions will not be impacted.</p>tag:status.hellozai.com,2005:Incident/174962572023-06-08T20:30:39+10:002023-06-08T20:30:39+10:00Production maintenance<p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>20:30</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>19:30</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jun <var data-var='date'> 7</var>, <var data-var='time'>12:56</var> AEST</small><br><strong>Scheduled</strong> - Zai will be undergoing a scheduled maintenance. We will be renewing our internal certificate.<br /><br />No disruption to external service is anticipated, however our teams will monitor closely in case any individual transactions are impacted during the process.</p>tag:status.hellozai.com,2005:Incident/173461972023-05-24T22:00:44+10:002023-05-24T22:00:44+10:00Production maintenance<p><small>May <var data-var='date'>24</var>, <var data-var='time'>22:00</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>May <var data-var='date'>24</var>, <var data-var='time'>20:30</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>May <var data-var='date'>24</var>, <var data-var='time'>09:40</var> AEST</small><br><strong>Scheduled</strong> - Zai's Production DB will be undergoing a minor version update during this time window.<br /><br />No disruption to service is anticipated, however our teams will monitor closely in case any individual transactions are impacted during the changeover process.</p>tag:status.hellozai.com,2005:Incident/171277722023-05-04T11:33:15+10:002023-05-04T11:33:15+10:00Intermittent payment failures<p><small>May <var data-var='date'> 4</var>, <var data-var='time'>11:33</var> AEST</small><br><strong>Resolved</strong> - Systems have stabilised, and the incident can now be resolved.</p><p><small>May <var data-var='date'> 3</var>, <var data-var='time'>13:40</var> AEST</small><br><strong>Identified</strong> - We've identified an issue with an upstream provider, intermittently causing payment failures.<br /><br />We are working with the provider as a matter of priority, and will provide further updates as they become available.</p>tag:status.hellozai.com,2005:Incident/169782842023-04-27T21:23:12+10:002023-04-27T21:23:12+10:00Potential issue with upstream provider<p><small>Apr <var data-var='date'>27</var>, <var data-var='time'>21:23</var> AEST</small><br><strong>Resolved</strong> - Upstream services appear to be working as expected, this incident can now be resolved on that basis.</p><p><small>Apr <var data-var='date'>27</var>, <var data-var='time'>14:43</var> AEST</small><br><strong>Monitoring</strong> - We've been alerted to a possible issue with an upstream provider, potentially causing issues with card account creation.<br /><br />We are monitoring the situation closely, and will provide further updates as they become available.</p>tag:status.hellozai.com,2005:Incident/169163142023-04-20T11:35:24+10:002023-04-20T11:35:24+10:00Batch Processing Delay<p><small>Apr <var data-var='date'>20</var>, <var data-var='time'>11:35</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Apr <var data-var='date'>20</var>, <var data-var='time'>11:15</var> AEST</small><br><strong>Monitoring</strong> - Processing for one of our Batch Files has been delayed, and is being processed now.<br /><br />No debits have been affected, however credits in this batch will transition into bank_processing more slowly than usual. Final approval time for all transactions will not be impacted.</p>tag:status.hellozai.com,2005:Incident/168583582023-04-17T23:30:13+10:002023-04-17T23:30:13+10:00Production maintenance<p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>23:30</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>23:00</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Apr <var data-var='date'>14</var>, <var data-var='time'>10:58</var> AEST</small><br><strong>Scheduled</strong> - Please be advised that we will be performing a scheduled maintenance update on 17th April 2023 at 11:00pm AEST which may affect Zai's production services.<br /><br />We expect services to be highly available during this time. In the event of any disruption, full service will be restored within 30 minutes.<br /><br />You can continue to access Zai's services as usual, but may experience a lag in performance during this change window.</p>tag:status.hellozai.com,2005:Incident/168581022023-04-14T10:50:08+10:002023-04-14T10:50:08+10:00Batch processing delay<p><small>Apr <var data-var='date'>14</var>, <var data-var='time'>10:50</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Apr <var data-var='date'>14</var>, <var data-var='time'>10:28</var> AEST</small><br><strong>Monitoring</strong> - Processing for one of our batch files has been delayed, and is being reprocessed now.<br /><br />No debits have not been affected, however credits in this batch will transition into bank_processing more slowly than usual. Final approval time for all transactions will not be impacted.</p>tag:status.hellozai.com,2005:Incident/168295602023-04-14T01:52:14+10:002023-04-14T01:52:14+10:00Minor version DB upgrade<p><small>Apr <var data-var='date'>14</var>, <var data-var='time'>01:52</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Apr <var data-var='date'>14</var>, <var data-var='time'>00:51</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Apr <var data-var='date'>12</var>, <var data-var='time'>23:13</var> AEST</small><br><strong>Scheduled</strong> - Zai's Production DB will be undergoing a minor version update during this time window.<br /><br />No disruption to service is anticipated, however our teams will monitor closely in case any individual transactions are impacted during the changeover process.</p>