Time: May 21, 2019, 5:13 p.m.

Status: Resolved

Update: A fix has been deployed and all stores should be back online now. If you experience further issues please open a support ticket at https://support.zoey.com

Time: May 21, 2019, 4:58 p.m.

Status: Investigating

Update: We are investigating reports of being unable to access Zoey Stores at this time.

Time: Jan. 23, 2019, 4:34 p.m.

Status: Postmortem

Update: We have published a postmortem of the issue at [https://blog.zoey.com/important-authorize-net-problem-may-mean-missed-orders](https://blog.zoey.com/important-authorize-net-problem-may-mean-missed-orders)

Time: Jan. 22, 2019, 11:22 p.m.

Status: Resolved

Update: Summary of issue: Orders placed through Authorize.net on January 22, 2019 were charged but no order was created in Zoey Cause of issue: Authorize.net made an undocumented change to how they send their responses back to the requester Solution: We have updated our code to reflect how Authorize.net now sends their responses have rolled out a fix for it. Normal order processing through the Authorize.net payment gateway should now resume. All stores will have the fix by 7:30pm ET January 22, 2019. Action You Should Take: All merchants who use Authorize.net must check their transactions starting on January 22, 2019 in Authorize.net (https://login.authorize.net/) to see whether there are any that appear in Authorize.net but do not appear in Zoey. If so, you will need to reach out to the customer directly to have them place the order again and void their transaction in Authorize.net. If you have no missing orders nothing needs to be done. Post Mortem: Zoey was unable to foresee this issue as the matter was Authorize.net changing the response it sends back unexpectedly. This issue is extremely wide spread and affects platforms other than Zoey. We have built more robust handling of these unexpected changes to avoid future issues but anytime a third party response is changed unexpectedly, problems such as this can occur. Thank you for your patience and understanding during this issue.

Time: Jan. 22, 2019, 10:04 p.m.

Status: Identified

Update: Our Engineering Team has published an update that should Authorize.net send an invalid response, the order will still be created in Zoey. Having said that, the "Transaction ID" will not be correct and you will not be able to create an online credit memo or capture the payment at a later time through the Zoey interface but you can do either of those actions within Authorize.net and manually log it to Zoey to have a record of it (if needed). If your Authorize.net Zoey Payment Settings are for Authorize&Capture then an invoice will automatically be created in Zoey. If you disabled Authorize.net you can re-enable it now as transactions will go through and orders will be created in Zoey but with those two caveats in mind. We continue to wait for an update from Authorize.net and will keep you updated as soon as we receive an update.

Time: Jan. 22, 2019, 9:26 p.m.

Status: Investigating

Update: Customers have asked us when this problem began - we first received tickets about this at 3pm ET on January 22, 2019. We suggest you check your Authorize.net transaction logs for transactions that have no corresponding Zoey Order. While we await an update from Authorize.net our technical team is attempting to build a workaround so that even if the response we get from Authorize.net is invalid (as it is now) the order object will still be created in Zoey. We will keep you updated as soon as more information becomes available.

Time: Jan. 22, 2019, 9:14 p.m.

Status: Investigating

Update: We have received many reports of customers placing orders using the Authorize.net payment gateway where charges are being approved but no order record shows in Zoey. We are aware of this issue and have reached out to our Partner Support at Authorize.net who has advised us that this is an incident they are investigating. There have been no modifications to the Zoey codebase with respect to the Authorize.net integration and Zoey is unable to fix this issue at the moment as the error appears to be with Authorize.net. We are awaiting further updates from Authorize.net. We highly recommend disabling the Authorize.net Payment Gateway from your Zoey Store until this issue is resolved. We do not have a method of recreating these broken order objects and we do apologize for that. We will post an update as soon as one is available. Thank you for your patience and your understanding.

Time: Oct. 28, 2018, 8:32 p.m.

Status: Resolved

Update: We have restored connectivity to the database servers for all stores. If you experience any further problems please open a support ticket. We apologize for any inconvenience and thank you for your patience.

Time: Oct. 28, 2018, 8:11 p.m.

Status: Identified

Update: Some sites are currently unable to load due to a database outage. We have identified the problem and are working on a fix.

Time: Oct. 27, 2018, 7:48 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Oct. 27, 2018, 7:48 p.m.

Status: Monitoring

Update: All stores are now back online. If you have any issues please open a ticket with our support team at https://support.zoey.com

Time: Oct. 27, 2018, 7:43 p.m.

Status: Monitoring

Update: Stores are now coming back online and should be accessible over the next few minutes as connections are resumed. Thank you for your patience.

Time: Oct. 27, 2018, 7:36 p.m.

Status: Identified

Update: To complete some of the ongoing work relating to our new infrastructure, a mandatory reboot of certain services is needed. We expect this reboot to last 10 minutes and will keep you updated here. You may be unable to access your site during this brief window of time. Thank you for your patience.

Time: Oct. 2, 2018, 9:20 p.m.

Status: Resolved

Update: We have observed no further issues logging in for 15 minutes. At this time all Zoey Customers should be able to login. Should there be any problems please open a support ticket or monitor this page. We encourage all Zoey customers to subscribe to these notifications to receive them in real time.

Time: Oct. 2, 2018, 9:02 p.m.

Status: Identified

Update: We have identified the issue and are restoring the ability to login.

Time: Oct. 2, 2018, 8:47 p.m.

Status: Investigating

Update: We are currently investigating reports of customers being unable to login.