On the morning of 9 August 2018 between the hours of 03:30 - 08:30 AEST merchants using the Pin Payments platform may have experienced errors creating charges and accessing the dashboard.
The problem occured during an Amazon Web Services (AWS) scheduled maintenance period targeting a node in a high availability cluster that constitutes part of the platform. We were aware of this maintenance and assessed at the time that the system would failover and utilise the remaining nodes in our high availability cluster as designed. The failover happened correctly but due to a misconfiguration elsewhere on platform the results were unexpected.
As a Pin Payments merchant, you may have been affected by charges marked as failed in your Pin Payments account actually succeeding upstream at our acquiring bank. We have identified each occurence of this and refunded the funds back to the affected cardholders. There is nothing for you to do, except assure any customers who ask that the funds have been refunded.
In mitigation we have modified our operating procedure, ensured the correct configuration is in place and added additional metrics and monitoring.