Investigating Erroneous Declines

We’re investigating an issue that is causing discrepancies with customer balances in our card authorization system. This is resulting in erroneous declines. Engineers are working on both a short term and a long term fix to resolve this issue. This issue is not affecting customers’ actual recorded balance.

If you have any questions or need help with a decline, please contact Customer Support by calling 888-248-0632.

UPDATED 09:40 AM PST: Engineers have identified a possible solution for fixing the issue and are performing the work necessary to resolve the balance inconsistencies. We will provide more information as it becomes available.

UPDATED 10:50 AM PST: Engineers have resolved the core issue and are working on a small number of remaining discrepancies.

UPDATED 11:32 AM PST: Engineers have resolved the remaining issues. If you have any questions about your account or need help, please contact Customer Support.

Phone Maintenance

We are performing routine maintenance on Simple’s phone systems. During this time you will be unable to reach Simple Customer Relations by phone. Transactions will not be affected and your card will work as normal. You can still reach Customer Relations via support message in the web or mobile apps or by email at support@simple.com.

We will provide an update when this maintenance has been completed.

UPDATED 8:44 PM PST: Maintenance has been completed.

Database Maintenance

We are performing maintenance on databases for a number of Simple services. During this time you will see periodic disruptions to push notifications and Instant transfers. Transactions will not be affected and your card will work as normal. We will provide an update when this maintenance has been completed.

UPDATED 4:08 AM PST: Maintenance has been completed.

Database Maintenance

We are performing maintenance on databases for a number of Simple services. During this time you will see periodic disruptions to push notifications and Instant transfers. Transactions will not be affected and your card will work as normal. We will provide an update when this maintenance has been completed.

4:21 AM PDT: This maintenance has been completed.

Duplicate ACH Transfers

This morning, we observed that ACH (Automated Clearing House) transfers were incorrectly processed, duplicating the previous day’s transactions. At 6:05 am PST, our team began investigating, and at 7:20 am PST, we began reversing the duplicate transactions. This work has been completed. If your account was affected, you will see both the duplicate transaction and reversal in your Activity. Please reach out to our support team by sending a message or calling us at 888-248-0632 if you have any further questions. Thank you!

Push Notification Issues

We are currently experiencing issues delivering push notifications to customers using iOS and some Android devices. We will provide an update as more information becomes available.

UPDATE 11:57 AM PDT: Push notifications are now being delivered.

Database Maintenance

We are performing maintenance on some of our service databases. This work may cause some delays in changes to transaction descriptions in Activity. External Transfers may be temporarily unavailable. Transactions will be unaffected and your card will work as normal. We will provide an update when this maintenance has been completed.

3:30 PM PT: This maintenance has been completed. Thank you!