Zai outage history

Zai Engineers have detected a recurrence of the upstream card payment issue. 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.

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

Our upstream provider has resolved the card payment incident. The make_payment, charges and card account creation endpoints are now operating normally, and we are no longer seeing elevated errors. We will continue to monitor the service closely. Thank you for your patience while this was resolved.

We are currently experiencing an issue where the Zai Dashboard https://dashboard.hellozai.com is inaccessible. Users may be unable to log in or view account data through the portal at this time. Current Actions: Our engineering team has identified the issue and is actively working on a resolution. We will provide updates as more information becomes available. Next Update: Within [30/60] minutes or upon resolution. We apologise for any inconvenience this may cause and appreciate your patience while we work to restore full service.

This incident has been resolved.

We are currently experiencing an issue affecting NPP Payouts. As a result, NPP payouts may be delayed or unavailable. To minimise disruption, affected payouts will be redirected and processed via Direct Entry. Please note that Direct Entry payments are subject to the standard processing time and may take longer to settle than NPP payouts. Our engineering team is actively working to resolve the issue and restore normal NPP Payout services as quickly as possible. We will continue to provide updates as more information becomes available.

This incident has been resolved.

We are currently experiencing intermittent transaction authorisation issues and tokenisation request errors due to a third-party power disruption affecting part of our payments infrastructure. As a result, some transaction authorisations may be declined or return an error "Unable to process request". Service has been restored for some affected systems, and our card provider continues to work towards restoring full service. We are closely monitoring the situation and will provide further updates as they become available.

This incident has been resolved.

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.

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.

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.

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.

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.

These activities are now complete.

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

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.

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.

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

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.

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].

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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.

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.

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.

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.

This incident has been resolved.

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.

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.

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.

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

This incident has been resolved. We are still monitoring.

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.

This incident has been resolved.

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.

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

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.

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

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

This incident has been resolved.

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.

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.

Connectivity issues with upstream provider are now resolved.