Is there an Chargebee outage?
Chargebee status: Systems Active
Last checked: 3 minutes ago
Get notified about any outages, downtime or incidents for Chargebee and 1800+ other cloud vendors. Monitor 10 companies, for free.
Last checked: 3 minutes ago
Get notified about any outages, downtime or incidents for Chargebee and 1800+ other cloud vendors. Monitor 10 companies, for free.
Outage and incident data over the last 30 days for Chargebee.
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View the latest incidents for Chargebee and check for official updates:
Description: A recent change in our application led to failures in processing collect-invoice and sub-renewal requests via the GoCardless gateway. This was due to incomplete error handling, resulting in null pointer exceptions. We fixed this by addressing how we handle these errors, ensuring transactions can now fail gracefully. We apologize for any inconvenience this may have caused. Note – The impact was very minimal as only a few transactions failed. We handled them well during the impacted timeframe with no further impact from the incident.
Status: Resolved
Impact: Minor | Started At: March 1, 2024, 10:42 a.m.
Description: **RCA On NMI Payments Service Disruption** Date of Incident: 21-Feb-2024 **Incident Summary:** Certain merchants experienced transaction failures in the NMI payment gateway with the error message "Custom descriptors are not allowed for this processor" following a release deployed on February 21, 2024. The issue stemmed from Chargebee initiating statement descriptors to the NMI Gateway, resulting in 4xx errors. Despite thorough testing in sandbox environments, the errors only surfaced after the release was deployed to production. **Technical Root Cause Of The Incident:** The root cause of the incident was traced back to a recent update in the statement descriptors implemented by Chargebee to the NMI Gateway. This update inadvertently triggered conflicts with the processing capabilities of NMI for certain merchants, resulting in 4xx errors occurring during transaction processing. The underlying issue stemmed from a flaw in the system's validation process; our system didn't properly check if the statement descriptors were compatible with all processors supported by NMI as per [Advanced Merchant Features ](https://support.nmi.com/hc/en-gb/articles/8347316221329-Advanced-Merchant-Features)\(AMF\). This oversight meant that some merchants were affected without us realizing it. Ultimately, this service disruption caused payment failures. Though we have monitoring in place for server-side 5xx errors, the absence of appropriate monitoring mechanisms for 4xx errors further delayed the timely identification and resolution of the issue. **What Was The Business Impact?** The incident resulted in payment failures, causing disruptions in the checkout, payment collection and renewal workflows. **Remediation And Follow-up Steps:** To address the issue, Chargebee took immediate action by disabling the statement descriptor feature for the NMI gateway across all merchants. This feature remained disabled for all merchants using the NMI gateway, and re-enabling it was made available only upon request. Additionally, we implemented relevant alarms to enable swift detection and notification of similar incidents in the future. These measures ensure that we are better equipped to respond promptly to any potential issues, thereby minimizing disruptions to payment processing and safeguarding merchant operations.
Status: Postmortem
Impact: Major | Started At: Feb. 22, 2024, 5 a.m.
Description: **RCA on Gift Subscriptions Checkout Failure using Paypal Payments** Date Of Incident: 20-Feb-2024 **Incident Summary:** Customers attempting to make gift subscriptions using PayPal Express Checkout encountered failures due to missing intent ID, resulting in 4xx errors. This issue stemmed from overlooking gift subscriptions during the implementation of intent flow for PayPal Express Checkout. The problem persisted due to the omission of gift subscriptions from impact analysis, leading to a failure to include support for this scenario. **Technical Root Cause:** The issue was caused by the lack of a passing intent ID for gift subscriptions when using the new payment method for PayPal Express Checkout. This happened because the intent flow implementation did not include gift subscription payments. As a result, the required intent ID was not provided during checkout, resulting in errors during the payment process. **Impact:** Customers were unable to complete gift subscription purchases using PayPal payments, other gateways were functioning BAU. **Remediation and Preventive Measures:** As an immediate fix, we have added support in the [intent](https://apidocs.chargebee.com/docs/api/payment_intents) flow for gift subscriptions in PayPal Express Checkout, ensuring that the intent ID is passed correctly during payment processing and fixed the PayPal prism for monitoring to detect any similar issues promptly.
Status: Postmortem
Impact: Minor | Started At: Feb. 20, 2024, 10 a.m.
Description: TaxJar conducted scheduled database maintenance on February 18, 2024, between 13:00 and 14:08 UTC. However, the impact window was observed from 13:05 to 13:25 UTC, during which some merchants experienced minimal service interruption in their subscription workflows, leading to API failures. The maintenance activity has been completed, and the system is now functioning normally. We apologize for any inconvenience caused by this interruption.
Status: Resolved
Impact: Major | Started At: Feb. 18, 2024, 1:44 p.m.
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