[Billing] Some customers are unable to update their existing credit card information

Incident Report for Kraken.io

Resolved

This incident has been resolved.
Posted May 24, 2019 - 18:01 CEST

Update

We are continuing to work on a fix for this issue.
Posted May 24, 2019 - 17:52 CEST

Update

We have identified an intermediate workaround while Recurly and our card processor are still analysing the root cause. Customers who have valid cards rejected should contact support@kraken.io for a resolution.
Posted Oct 26, 2018 - 20:48 CEST

Identified

We can reproduce the issue and have traced it to the payment gateway service. We are working with their support to locate the root cause.
Posted Oct 26, 2018 - 19:00 CEST

Investigating

Some customers have reported that perfectly valid credit cards are being rejected. This matter has been escalated to our payment billing provider, @recurly, who admit that the problem is on their end and are working on a solution.
Posted Oct 25, 2018 - 13:46 CEST
This incident affected: Recurly API.