Cronologia delle interruzioni di Zai

1. 25 agosto 2026 alle ore 23:35 UTCinvestigating

   Attualmente stiamo vivendo un problema in cui la Zai Dashboard https://dashboard.hellozai.com è inaccessibile. Gli utenti potrebbero non essere in grado di accedere o visualizzare i dati dell'account attraverso il portale in questo momento. Azioni attuali: Il nostro team di ingegneri ha identificato il problema e sta lavorando attivamente su una risoluzione. Forniremo aggiornamenti come ulteriori informazioni diventano disponibili. Successivo Aggiornamento: Entro [30/60] minuti o su risoluzione. Ci scusiamo per qualsiasi disagio questo può causare e apprezzare la vostra pazienza mentre lavoriamo per ripristinare il servizio completo.

2. 25 agosto 2026 alle ore 23:52 UTCresolved

   Questo incidente è stato risolto.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 15 luglio 2026 alle ore 02:16 UTCinvestigating

   Attualmente stiamo vivendo un problema che riguarda NPP Payouts. Di conseguenza, i pagamenti NPP possono essere ritardati o non disponibili. Per ridurre al minimo le interruzioni, i pagamenti interessati verranno reindirizzati e elaborati tramite Direct Entry. Si prega di notare che i pagamenti diretti di entrata sono soggetti al tempo di elaborazione standard e possono richiedere più tempo per risolvere i pagamenti NPP. Il nostro team di ingegneria sta lavorando attivamente per risolvere il problema e ripristinare i normali servizi NPP Payout il più rapidamente possibile. Continueremo a fornire aggiornamenti come ulteriori informazioni diventano disponibili.

2. 15 luglio 2026 alle ore 02:41 UTCresolved

   Questo incidente è stato risolto.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 23 giugno 2026 alle ore 22:21 UTCinvestigating

   Stiamo attualmente sperimentando problemi di autorizzazione intermittente delle transazioni e errori di richiesta di tokenizzazione a causa di una disgregazione di potere di terze parti che interessano parte della nostra infrastruttura di pagamento. Di conseguenza, alcune autorizzazioni di transazione possono essere rifiutate o restituire un errore "Impossibile elaborare la richiesta". Il servizio è stato ripristinato per alcuni sistemi interessati, e il nostro fornitore di carte continua a lavorare per ripristinare il servizio completo. Stiamo monitorando attentamente la situazione e forniremo ulteriori aggiornamenti come diventano disponibili.

2. 23 giugno 2026 alle ore 22:39 UTCresolved

   Questo incidente è stato risolto.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 4 maggio 2026 alle ore 00:18 UTCmonitoring

   Overnight, we experienced a temporary issue with card tokenisation services of an upstream provider. This caused some card payments and card storage attempts to fail between 10:42pm Sunday 3 May and approximately 12:15am Monday 4 May. The issue has now been resolved and services are operating normally. • You can safely retry any card card storage requests that were affected. • Our technical teams are currently verifying the status of payments processed during this incident and we’ll provide further guidance on next steps regarding payment retries as soon as possible. We’re sorry for this disruption and appreciate your understanding.

2. 4 maggio 2026 alle ore 03:19 UTCresolved

   Payments processed during this incident have now been verified by our team. If possible, it is safe to retry any payments that were declined during this period.

1. 17 aprile 2026 alle ore 02:32 UTCidentified

   We are currently experiencing a delay affecting settlement processing for some BPAY transactions. Zai did not receive the expected BPAY settlement file at 8:30pm on 16 April 2026. Our banking partner is actively investigating this as a priority. We expect the file to be sent and processed today, with affected funds to be credited to each user's wallet on the next banking day, Monday 20 April 2026. We will provide a further update within the next two hours. We apologise for the inconvenience and appreciate your patience.

2. 17 aprile 2026 alle ore 04:40 UTCresolved

   The previously missing BPAY settlement file has now been delivered to Zai by our banking partner and successfully processed. Affected funds will be available in user wallets on the next banking day, Monday 20 April 2026. No further impact is expected. We apologise again for any inconvenience caused and appreciate your patience while we worked with our banking partner to resolve this issue.

1. 17 marzo 2026 alle ore 09:26 UTCidentified

   Pre-live maintenance is continuing to extend past the planned window - we will update when possible. Expect intermittent outages in the prelive API until this maintenance is completed.

2. 17 marzo 2026 alle ore 10:10 UTCresolved

   These activities are now complete.

1. 12 marzo 2026 alle ore 03:41 UTCinvestigating

   We are currently investigating a potential issue affecting an upstream provider's processing of American Express payment authorisations.

2. 12 marzo 2026 alle ore 04:54 UTCmonitoring

   The issue has been resolved and service has been restored. Our teams are continuing to monitor closely to ensure ongoing stability. During the incident, American Express payment authorizations were impacted. Customers attempting to process payments with American Express cards may have experienced failed payment attempts. We recommend retrying any failed transactions. Our team is reviewing the status of affected payments, and if we identify cases requiring further action, we will contact the relevant customers directly. We apologize for the inconvenience and appreciate your patience while we worked to restore service.

3. 12 marzo 2026 alle ore 07:42 UTCresolved

   The latest instance of this error was detected at ~3:05pm AEDT. Our ongoing monitoring confirms no further impact from this earlier upstream interruption to American Express transactions.

1. 10 marzo 2026 alle ore 23:21 UTCinvestigating

   Some instability with PayTo services is being observed, and we are working internally to identify and rectify the underlying issue as soon as possible.

2. 11 marzo 2026 alle ore 00:17 UTCmonitoring

   We have resolved the issue and are continuing to monitor the system to ensure stability. During the incident, some “Create PayTo Agreement” and “Initiate PayTo Payment” requests may have failed. Our team is currently reviewing the status of any affected transactions. If we identify impacts requiring action, we will contact the relevant customers directly with further information.

3. 11 marzo 2026 alle ore 03:25 UTCresolved

   We have not observed any further impact since the service was stabilised, and this incident is now closed. Based on our review of affected transactions, the overall impact has been downgraded to Minor. We are continuing to investigate the status of a small number of affected transactions and will contact impacted customers directly if further information or action is required. If you have any concerns in the meantime, please contact our Technical Support team at [email protected].

1. 25 novembre 2025 alle ore 23:16 UTCinvestigating

   Our upstream Cards processing provider has informed us of an incident causing potential latency to Cards transactions. We are working closely with our upstream provider to monitor their resolution of this issue. We will provide an update in 1 hour, or as soon as we have more information to share.

2. 26 novembre 2025 alle ore 00:19 UTCinvestigating

   Our upstream cards processing provider has confirmed they are still working on their network issue, which may cause transaction latency, declines, or errors. We will continue to monitor their resolution of this incident and provide an update within the next 90 minutes, or as soon as we have updates to share. We apologise again for the impact this may cause.

3. 26 novembre 2025 alle ore 00:26 UTCresolved

   Our upstream cards processing provider has informed us that the network latency issues they were experiencing have now been resolved and cards processing should be restored to normal. Zai will continue to closely monitor for any recurrence. We apologise for the impact this may have caused.

1. 31 agosto 2025 alle ore 22:33 UTCinvestigating

   Zai Engineers have detected a recurrence of the upstream card payment issue experienced on Friday. While not all transactions are impacted, some errors may again be experienced when using the make_payment and charges endpoints. Our team is in contact with our upstream provider to prioritise resolution of this issue. We’ll continue to share updates as soon as more information is available. Thank you for bearing with us as we work through this recurrence.

2. 1 settembre 2025 alle ore 00:01 UTCinvestigating

   Our investigation shows the impact is less severe than the partial outage experienced on Friday, however is still causing failures to some transactions. We are in close contact with our provider who is actively investigating the problem.

3. 3 settembre 2025 alle ore 01:13 UTCmonitoring

   Our investigation with our provider has confirmed this issue only affects payments using cards that were added to Zai’s system during the previous upstream outage on Friday 29 August. Cards added before or after the outage are unaffected and can be used to transact successfully. * As a workaround, if possible, impacted payers may re-add their card and retry their payment. * If re-adding the card is not possible, we are continuing to work with our provider to restore functionality for the affected cards. Given this workaround, we will close this incident, but a further update will be posted here once the permanent fix has been installed by our provider. If you're not already subscribed to receive updates, you may follow this incident for alerts. We apologise for this trailing impact from Friday's upstream incident.

4. 3 settembre 2025 alle ore 23:55 UTCresolved

   Our provider has released a fix for the issue affecting payment cards added to Zai's system during the outage window on Friday 29 August. Transactions on these cards should be successful going forward. We have not detected any further instances of the "HTTP 400" error since this fix was put in place, however if you continue to experience problems with card payments, please contact our Support team at [email protected]. We apologise again for the extended impact caused by our provider's prior incident.

1. 29 agosto 2025 alle ore 00:41 UTCinvestigating

   We are currently experiencing a partial issue with card payments. While not all transactions are affected, you may encounter errors when using the make_payment and charges endpoints. This is due to an ongoing issue with our upstream provider. We are actively communicating with the provider and will share updates as soon as we receive further information. Payments can be retried once resolved if necessary. Thank you for your patience.

2. 29 agosto 2025 alle ore 02:58 UTCidentified

   Our upstream provider is actively working on a fix, and we are in close contact with them as they progress.

3. 29 agosto 2025 alle ore 05:49 UTCidentified

   Our upstream provider is continuing to work on resolving the issue as a priority. Based on latest updates, we currently anticipate service restoration by 5:40pm AEST, and we'll continue to provide updates if this changes. We understand how disruptive this is for those customers affected and sincerely appreciate your patience while we work toward full restoration.

4. 29 agosto 2025 alle ore 06:23 UTCmonitoring

   Our upstream provider has implemented a fix, and we are closely monitoring the situation to ensure services remain stable. We’ll continue to provide updates until we are confident the issue is fully resolved.

5. 29 agosto 2025 alle ore 07:01 UTCresolved

   Our upstream provider has confirmed that they have resolved today’s partial cards processing issue, and we have monitored that services have been operating normally since 3:59pm AEST. We know how disruptive this has been for impacted customers and sincerely apologise for the interruption. Thank you for your patience while we worked with our provider to restore service. Impacted customers may choose to retry any failed transactions.

1. 17 luglio 2025 alle ore 03:44 UTCidentified

   We’re currently experiencing performance issues with our Production APIs. Our team is working to restore normal service levels. We apologise for any inconvenience and will provide more updates as they become available. This is impacting some customers but not all. We are aware of the cause and working on putting the fix in place currently.

2. 17 luglio 2025 alle ore 04:03 UTCresolved

   This incident has been resolved and we are continuing to monitor.

1. 6 luglio 2025 alle ore 10:40 UTCinvestigating

   We’re currently investigating issues with our Dashboard and Supplementary Data API endpoint. We apologise for any inconvenience and will post further updates as they become available.

2. 6 luglio 2025 alle ore 22:30 UTCinvestigating

   We’re currently investigating issues with our Dashboard. The issue with the Supplementary Data API endpoint has been resolved. We apologise for any inconvenience and will continue to provide updates as they become available.

3. 6 luglio 2025 alle ore 23:36 UTCresolved

   The issues affecting the Dashboard and Supplementary Data API endpoint have now been fully resolved. All systems are operating normally. We appreciate your patience and apologise for any inconvenience caused.

1. 28 aprile 2025 alle ore 03:16 UTCinvestigating

   We’re currently investigating a service interruption with our Production API specifically in creation of new Virtual Accounts causing an increased rate of activation failure statuses. As we investigate please note that any Virtual Account creations that fail activation can be retried. We apologise for any inconvenience and will provide more updates as they become available.

2. 28 aprile 2025 alle ore 06:04 UTCresolved

   This incident has been resolved.

1. 2 marzo 2025 alle ore 22:02 UTCinvestigating

   We’re currently investigating a potential service interruption with our Card Payments. Some proportion of card payments are failing. We apologise for any inconvenience. We will provide more updates as they become available.

2. 2 marzo 2025 alle ore 22:21 UTCinvestigating

   We’re experiencing a service outage with our Card Payments. Our team is currently working to restore the service. We apologise for any inconvenience and will provide more updates as they become available.

3. 2 marzo 2025 alle ore 23:13 UTCinvestigating

   We’re experiencing a service outage with our Card Payments and registering new Credit Cards in the API. Our team is currently working to restore the service. We apologise for any inconvenience and will provide more updates as they become available.

4. 2 marzo 2025 alle ore 23:24 UTCmonitoring

   Service has been restored, we are continuing to monitor this incident actively.

5. 2 marzo 2025 alle ore 23:49 UTCresolved

   This incident has been resolved. We are still monitoring.

1. 29 gennaio 2025 alle ore 22:03 UTCidentified

   We’re currently investigating a potential service interruption with our Production APIs. We apologise for any inconvenience and will provide more updates as they become available. This is an intermittent issue causing Virtual Account and PayId registration failures.

2. 29 gennaio 2025 alle ore 22:56 UTCresolved

   This incident has been resolved.

1. 8 gennaio 2025 alle ore 05:32 UTCinvestigating

   We’re currently investigating a potential service interruption with our Production APIs. We apologise for any inconvenience and will provide more updates as they become available. This is specifically impacting registrations of new PayIds and Virtual Accounts.

2. 8 gennaio 2025 alle ore 22:16 UTCresolved

   This incident was due to a 3rd party integration and was resolved by the 3rd party.

1. 21 novembre 2024 alle ore 07:13 UTCinvestigating

   Connectivity issues with our upstream partner are again causing disruption to our Virtual Accounts registration APIs. Resolution of the issue is ultimately outside our control, however we will continue to monitor the situation closely. Further updates will be posted ASAP.

2. 21 novembre 2024 alle ore 07:15 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

3. 21 novembre 2024 alle ore 07:19 UTCinvestigating

   Apologies, the last status update was in error. The issue remains unresolved, and we are continuing to monitor.

4. 21 novembre 2024 alle ore 08:18 UTCresolved

   This incident has been resolved.

1. 21 novembre 2024 alle ore 02:46 UTCinvestigating

   We are currently experiencing connectivity issues with an upstream provider, impacting our ability to register new Virtual Accounts. The team are working on this on highest priority, and will advise as further information becomes available.

2. 21 novembre 2024 alle ore 03:15 UTCmonitoring

   We continue to experience connectivity issues - but the issue is reduced with only some requests now being impacted. Reducing the severity of this incident as we continue to monitor.

3. 21 novembre 2024 alle ore 03:52 UTCresolved

   Connectivity issues with upstream provider are now resolved.

1. 4 ottobre 2024 alle ore 00:38 UTCinvestigating

   We're currently experiencing issues with our Direct Entry batch processing. Delays in processing transactions are likely to occur.

2. 4 ottobre 2024 alle ore 07:39 UTCidentified

   The issue has been identified, and the team is working on a fix at the moment. BPay payins are not impacted, although card settlements may be subject to some delay. Further updates will be provided when possible.

3. 4 ottobre 2024 alle ore 14:47 UTCresolved

   All services have now been restored. Please reach out to Support with any issues or concerns.