50 Revel Systems incidents · November 2023 — official updates, affected components, duration and resolution details.
Currently, the Revel Data connector is experiencing a partial outage. The functionality is limited, and the data present is not complete. The underlying issue has been identified, and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating the issue with May merchant statement, where Processing, Interchange and Other fees are not reflected on the PDF file. This does not affect Payment processing, Fee allocation or Deposits by this issue.
A fix has been implemented and we are monitoring the results. Please allow up to 12 hours to have May statement to re-appear.
This incident has been resolved.
Revel is aware of an issue affecting our phone systems. We are working to resolve this issue as quickly as possible. We will provide updates as they become available. Thanks for your patience; we apologize for the inconvenience.
Currently, the telephony is operational, but we are continuing to monitor the situation.
The incident has been resolved and all systems are operational.
We have identified that some merchants using Revel Advantage payment processing may be impacted by an issue affecting merchant statement generation. The Revel Engineering team is actively investigating the root cause. This page will be updated as soon as more information becomes available.
Currently, due to the CloudFlare, there are some system accessibility issues with certain Revel services. Currently, the most affected is the payment portal (accessible at portal.revelup.com) We are monitoring the situation.
The outage has been resolved and functionality restored.
Currently, a single server is experiencing issues and is inaccessible for use by customers of Black Rock Coffee Bar. We are investigating the root cause.
Root cause has been identified and functionality has been restored. Monitoring for any changes.
Revel management consoles and online ordering are affected by a widespread AWS outage: https://health.aws.amazon.com/health/status. Our teams are working to recover from this incident and we will be providing further updates. Most POS functions will remain available in Always On Mode during the disruption - please refer to this article for more information: https://support.revelsystems.com/s/article/Offline-Mode-Always-On-Mode-1582898971418
We are observing recovery to most Revel services, most attempts to login to management console or refresh POS apps are successful. We will continue to monitor our service recovery and will post further updates. Thank you for your patience while working through this disruption.
Our teams are working to restore services for a small portion of merchants still affected by the AWS outage. If you are unable to refresh the POS app or login to the management console, please continue to use your POS in Always On Mode - see more information here: https://support.revelsystems.com/s/article/Offline-Mode-Always-On-Mode-1582898971418
Some merchants may still see errors trying to access their management console, online ordering pages or using POS application. Our teams continue to recover our infrastructure from the ongoing AWS disruption: https://health.aws.amazon.com/health/status. Please use the Always On Mode to use the POS during this disruption: https://support.revelsystems.com/s/article/Offline-Mode-Always-On-Mode-1582898971418. We will provide updates on our recovery process as we get additional information to share.
Our team continues to restore core services for remaining small number of merchants as the AWS disruption still affects our infrastructure: https://health.aws.amazon.com/health/status. In addition, we have identified degraded Delivery XT performance due to AWS disruption affecting our partners. We will provide more information as it becomes available.
As of 11:03am EST, Delivery XT service has mostly been restored - any user that was already logged in to any application (Driver App, Dispatch App) is able to use the system as usual. For users that were not logged into the applications or have subsequently logged out of the applications, they will be unable to log in. Management console access and online ordering are still disrupted for some merchants, our teams continue to work on restoring services. Will will provide more information as it becomes available.
Amazon AWS disruption continues to affect multiple Revel systems and a small number of merchants may continue to experience issues with accessing management console, online ordering and some third-party features, such as loyalty and Delivery XT logins. You may experience limited disruptions until the issue is fully resolved. We apologize for any inconvenience and appreciate your patience.
We are seeing significant improvements to server performance of the last small merchant group still affected by the AWS disruption. We will continue to monitor the situation until AWS announces resolution and will provide an update.
AWS has resolved the issue on their infrastructure. Please note that you may still experience some lingering effects over the next few hours as changes propagate through all systems. Our team is actively monitoring performance, and we expect full service restoration shortly. We appreciate your understanding.
This incident has been resolved.
There was a delay with the funding schedule due to the Bank Holiday (Columbus Day), the issue has been resolved and all payouts were processed. Funds are expected to be deposited to the bank by the end of today, October 14.
This incident has been resolved.
We are aware that calls to the Australian Help Line at +61 2 8520 3344 return the message: ‘The number you are calling is currently suspended.’ At this time, Support is not reachable through this line. If urgent assistance is required while the phone line is unavailable, please contact us via email at [email protected]
We are aware that the Australian Help Line (+61 2 8520 3344) and Toronto line (+1 647 313 3117) are currently unavailable and return a suspension message, ‘The number you are calling is currently suspended.’ For urgent assistance, please email us at [email protected] Until further notice, please use the following numbers: Canada/Toronto: +1 469 405 0185 Australia: international numbers: +1 (833) 437-3835 or +1 (415) 744-1433
The Toronto line (+1 647 313 3117) has been brought online and is fully operational. We continue to work towards bringing back the Australian line (+61 2 8520 3344)
The telephony issues have been resolved and the Australian help line (+61 2 8520 3344) is fully operational.
We are investigating a deposit delay that is impacting RA XT merchants. Payouts failed to generate on time, deposits for September 3rd sales are affected and are experiencing a delay.
We have identified an issue with issuing Revel Advantage XT deposits that may affect some merchants. Payouts for September 3rd will be issued this afternoon instead of the morning. We sincerely apologize for the inconvenience.
This incident has been resolved. Funds were processed and were sent on Friday afternoon.
Hello, Currently, WorldPay is experiencing an outage; therefore, payment operations will be affected.
This incident has been resolved.
We are currently experiencing telephony issues, and we are not reachable via our standard phone number. For support, please use: +1 (833) 437-3835 or send us an email at [email protected]
The issue has been resolved.
We are currently experiencing a technical issue affecting the generation of July statements for Revel Advantage XT. As a result, merchant statements are temporarily unavailable in the Management Console. Our engineering teams are actively investigating and working to resolve the issue as quickly as possible. We apologize for the inconvenience and appreciate your patience while we work to restore full functionality.
A fix has been applied and July invoices should appear under "Payments" tab on Management console. We are closely monitoring results.
The incident has been resolved. Merchant statements are available to be downloaded again.
We are currently experiencing an issue affecting client access to Revel Chat via the Helpsite. Merchants requiring assistance are encouraged to contact us directly at [email protected]. We apologize for any inconvenience this may cause and appreciate your patience and understanding. Further updates will be provided promptly as more information becomes available.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
Currently, our telephony system is experiencing issues, and the phone lines are not available. Please reach out via email: [email protected] in the meantime. Or chat via: https://support.revelsystems.com/s/ We will update you once it is fixed.
The cause of the issue has been identified, and we are working on a solution. In the meantime, please use this phone number to reach out to our customer service teams: +1 (484) 960-3416
The incident has been resolved, and all functionality has been restored.
Loyalty is affected by the Cloudflare outage. Cloudflare teams are working on fixing. Our teams are monitoring and will update once the outage is resolved
Cloudflare outage has been resolved. Systems are fully operational
We are currently monitoring a potential service disruption to DeliveryXT due to an ongoing outage with one of our infrastructure providers. Our team is actively working with the provider to assess the impact and restore full service as quickly as possible. We will provide updates as more information becomes available.
The issue has been resolved
Currently, the Revel support phone numbers are experiencing an issue. We are investigating and will have an update soon. In the meantime, if your request is with the Customer support departments of Revel please reach out via email and we will respond as soon as possible. You can submit a ticket here: https://support.revelsystems.com/s/contactsupport
We have identified the issue and are working on a fix. In the meantime, please use this number to reach out: +1 415 744 1433 Otherwise, you can also reach out using the chat functionality: https://support.revelsystems.com/s/contactsupport
The issues have been resolved. We are actively monitoring the situation, and all phone numbers are operational.
The incident has been resolved.
Currently, Adyen is working on recovering checkout services, which are experiencing degraded performance
This incident has been resolved.
We are aware of an issue with our phone system due to our third-party provider and are engaged in a resolution. In the interim please contact us via, email at [email protected], or open a ticket via HelpSite support.revelsystems.com We appreciate your patience as we work to resolve this issue.
The issue has been identified
This incident has been resolved phone and chat systems are back online, service is restored to normal.