Check Deposit Issues

[14:07 PDT] We are investigating issues with the Check Deposit feature. We suspect most, if not all, check deposits will fail at this time. We are working with our partner to resolve this issue as quickly as possible and will update when we know more (^jake).

[14:35 PDT] Our partner has confirmed the issue and is restoring service. We will update when service is restored (^jake).

[15:02 PDT] Service has now been restored. Please contact our Customer Relations team with followup questions or concerns. Thanks! (^jake)

Partial Site Unavailability

[17:55 PDT] We are currently experiencing partial unavailability due to a service disruption at Amazon Web Services. Card swipes are not affected, and the web and mobile applications will be partially available until the incident is cleared by Amazon. Please see http://status.aws.amazon.com/ for more updates, and reach out to our Customer Relations team with questions (^jake).

[18:31 PDT] We are still evaluating options to mitigate the incident. Our phone system is also affected. To reiterate, card swipes are not affected. We appreciate your patience (^jake).

[19:15 PDT] All Simple services are back online, including the phone system. We’re debugging continuing errors with our mobile API that are causing intermittent failures in our iOS and Android applications. We’ll update again here when we’ve resolved the mobile issues. Thanks! (^will)

[22:06 PDT] We have mitigated the infrequent mobile API failures and have completed further cleanup related to this evening’s incident. Please contact our CR team if you have any questions; thank you! (^will)

Check Deposits Down

[13:32 PDT] We are experiencing an unexpected downtime on our check deposit service. Other services, including card swipes, are not affected. We are working with our partners to swiftly resolve this issue. Please contact our Customer Relations team with questions (^jake).

[14:48 PDT] Our check deposit partner has confirmed the issue and is working to resolve presently. We’re working with them to fix the issue quickly and will continue to update as we know more. We appreciate your patience (^jake).

[16:25 PDT] The check deposit issue has been resolved. Customers will need to re-deposit checks sent during this downtime. We apologize for the inconvenience. Please reach out to our Customer Relations team with further inquiries (^jake).

Auth codes failing to send

[7:35 PDT] – We are investigating reports of auth codes intermittently not sending. This affects the Mail a Check and Pay Bills features, as well as passphrase resets. All other features will function as normal. We’re working with our partners to resolve this issue as quickly as possible. Please contact our Customer Relations team with questions (^jake).

[8:59 PDT] – We’re continuing to investigate and are working with our SMS provider to discover the root problem and resolve as quickly as possible. We appreciate your continued patience (^jake).

[9:50 PDT] – We have identified the problem and issued a fix. Auth codes should now be succeeding.

Instant contacts missing

We’re debugging an issue where Instant payment contacts are not showing up in the web application. We’ll update here as more information becomes available. Thanks for your patience. (^ctb)

Update (11:40 AM PDT): We’ve deployed a fix and Instant contacts are working normally again. Thanks! (^ctb)

Delays sending emails

We’re debugging delays sending emails this afternoon, including passphrase reset messages. Our email provider has confirmed the issue and are working to resolve it now. We’ll update here when we have more information; thanks for your patience! (^whilp)

Our provider resolved these issues last night; we no longer observe delays sending mail.

Card Declines

[11:04 PDT] We are investigating reports of card declines. This includes both signature and PIN purchases, as well as ATM withdrawals. We are actively working with our partners to resolve this issue (^jake).

[11:17 PDT] We have deactivated Simple Instant while we continue investigating these errors (^jake).

[11:45 PDT] Reports of card declines continue. We will continue to update every 30 minutes until resolution (^jake).

[12:15 PDT] We are still seeing card declines and continue to work with our partner to resolve this issue. We appreciate your continued patience (^jake).

[12:41 PDT] Card swipes appear to be largely successful, but we are continuing to test to ensure the issue has been resolved. Simple Instant remains deactivated at this time.

If your card was declined during this period, you may see the declined charge post to your account, then be reversed shortly after. If you don’t see a reversal, please contact our Customer Relations team (^jake).

[12:48 PDT] Simple Instant has been reactivated (^jake).