Checkout, Order Processing
September 17, 2024 2:10PM UTC
[Resolved] Following a period of monitoring, we can confirm that the issue was fully resolved as of September 16 at 13:44 BST.
In summary, a third-party provider experienced an outage between 12:12 and 12:42 BST, affecting payment processing. During this time, some checkout payments, recurring subscriptions, and unscheduled payments were unsuccessful.
The issue has since been resolved, and payments have been processing successfully since 13:44 BST. Any previously failed payments have been automatically retried by our system.
We apologise for the inconvenience this may have caused. If you have any questions or concerns, please feel free to contact our Customer Support team at sellers@paddle.com.
September 16, 2024 2:26PM UTC
[Monitoring] As of 13:44 BST, we have successfully resolved the issue with processing subscription renewal payments. Everything is now functioning normally.
Our engineers will continue to monitor the situation to ensure there are no further issues.
If you have any questions or concerns, please reach out to our Customer Support team at sellers@paddle.com.
September 16, 2024 12:19PM UTC
[Identified] Our engineers have re-routed payments, and as of 12:42 BST, normal checkout processing has resumed.
However, subscription renewals are being impacted. My team is actively investigating and monitoring the situation to resolve these issues as quickly as possible.
Thank you for your patience and understanding.
September 16, 2024 11:58AM UTC
[Identified] Our engineers have discovered a performance issue that began at 12:11 PM BST due to an outage with our third-party provider. This issue is impacting a small portion of checkouts for both Paddle Billing and Paddle Classic.
The impact is being looked into and we will update as soon as we know more, along with the steps we've taken to resolve the issue once our engineers have found the cause and restored our usual service.
