Is anyone else noticing that their recurring payments over the last couple of days are not processing? I've gone 4 days now without any recurring transactions being processed. :eek:

Ditto. We have started removing recurring payments from PaySystems and processing them through our merchant account.

Originally posted by hilda
Ditto. We have started removing recurring payments from PaySystems and processing them through our merchant account.
I should have picked up it 2 days or so. We're down 2k + in missed recurrings over the last 4 days. They're looking into it now and seeing what went wrong etc. :rolleyes:

Are they showing in 'Settled Transactions'? Just checked here and everything seems normal enough.

I notice this weeks wire hasn't come through yet, but I suspect my bank for that. :)

Greg Moore

Originally posted by akashik
Are they showing in 'Settled Transactions'? Just checked here and everything seems normal enough.
Nope. Nothing there. The recurrings for the last 4 days just didn't happen. :eek: :eek3:

Originally posted by akashik
Are they showing in 'Settled Transactions'? Just checked here and everything seems normal enough.

I notice this weeks wire hasn't come through yet, but I suspect my bank for that. :)

Greg Moore
No, they are not showing in "Settled Transactions". We had 7 transactions scheduled for Nov. 1st totaling a bit more than $700, they were not processed, we did not receive email notifications and they do not show up in "Settled Transactions". They were not deleted either.

That is strange. I'd suspect your accounts are on a different box to mine, and a cronjob or something's not firing when it should.

Of course, I'm also talking out of my hat as I have no idea how things are set up. It has happened in the past to us though - about a year or so ago. From memory, once it was picked up everything went through in a rush and the issue was fixed.

Still, it doesn't give you a cold feeling in your gut doesn't it

Greg Moore

Originally posted by akashik
Of course, I'm also talking out of my hat as I have no idea how things are set up. It has happened in the past to us though - about a year or so ago. From memory, once it was picked up everything went through in a rush and the issue was fixed.
Yeah, I figure that's what'll happen - 70 recurrings all in the 1 day. :D
doesn't give you a cold feeling in your gut doesn't it
I've got a hot feeling actually....:mad:

Has PaySytems fixed this issue yet?

Originally posted by Mind-Field
Has PaySytems fixed this issue yet?
Nope. :eek3: I have an open ticket that they've responded to and said they're working on it.....:bawling:

Any ETA?

Originally posted by Mind-Field
Any ETA?
Nope. :(
We understand your concern, and we are working to fix the problem.

Ahh. OK. If no one minds, could you post in the poll 2Checkout VS. PaySystems? http://webhostingtalk.com/showthread.php?s=&threadid=86027

Thanks!

update:

We've just missed todays billing too. Just put a ticket in... annoying.

Greg Moore

yes same here no recurring transactions has ben processed since Wednesday....

:rolleyes:

hrmm.... disturbing.... I have a few recurring coming up on nov 6, and nov 8... I will let you guys know how those go..

Yep, no recurring payments in today too. Down over 3k now. This is bordering on complete incompetence. :mad:

Looks like we have the same problem here :bawling:

Well I've had mine go through OK... and I received a cheque for the previous period yesterday....

Just got this in response to my support ticket :)
Dear Rochen Host,

Thank you for your support ticket.

We are aware of the issue and are currently working to have it resolved. We will contact you shortly with a resolution.

If you have any further questions, do not hesitate to send another support ticket.

Regards,

Alex McKeown,
Merchant Support Specialist

Please keep us posted on this issue, cause I'm considering to signup with Paysystems soon.

Latest news is they're aware of the issue, and have tech's on the job, but there's no ETA on when this will be fixed (or none that has been given to the live chat guys). I get the feeling it's been a long guy for those at the front lines (live chat).

Now I just need to wait for Monday (US) to get a response from the settlement department regarding last weeks funds.

On the upside the signup forms still work and are taking orders so it's not a total disaster. :)

Greg Moore

It's nice that they're aware of the issue that's several days old. :rolleyes: I do hope they can process all those recurring transactions that they missed. I aint flushing US$3k down the drain because they stuffed up. :eek:

Well I am another one that will wait this outcome. Because I too am (was) thinking about going with Paysystems.

Now I will have to wait an see how (when) this gets handled.

Thanks for starting the post Aussie!

CyberSorcerer

Originally posted by Aussie Bob
I do hope they can process all those recurring transactions that they missed. I aint flushing US$3k down the drain because they stuffed up. :eek:

Well, I was told this by the livechat guy:

we are working on resolving the problem, but the orders that have not been processed have not been forgotten about, and will be processed once the system has been fixed

so I would assume they'll be taken care of. I'm guessing that things may get fixed within the next day, as it's Monday (US time). If they're not I'll be getting a little grumpy with them I think

Greg Moore

Originally posted by akashik
so I would assume they'll be taken care of. I'm guessing that things may get fixed within the next day, as it's Monday (US time). If they're not I'll be getting a little grumpy with them I think
Well another day just went by and another US$390.00 in recurrings not collected. I'm way past the grumpy stage......:rolleyes:

How could it take them 5 days to fix this?? Oh I forgot, they all just had the weekend off. :blush:

It was worse discovering when new orders weren't coming through in email. Recurring payments can be sorted out...new clients need their info. Sit tight Bob, they'll catch it up.

Gary

Originally posted by Editor
It was worse discovering when new orders weren't coming through in email.
Yeah, they're coming through via email now. I always check the control panel anyways and don't reply on email notification for new orders.
Recurring payments can be sorted out...new clients need their info. Sit tight Bob, they'll catch it up.
Yep, I'm sure they'll rectify the situation.

Originally posted by Aussie Bob
Yeah, they're coming through via email now. I always check the control panel anyways and don't reply on email notification for new orders.

Emails are fine here. We're not logging in and out there all the time...nut until the new MCC is ready. Should start a book on that one. :)

Gary

Originally posted by Editor
Emails are fine here. We're not logging in and out there all the time...nut until the new MCC is ready. Should start a book on that one. :)
Put me down for $100.00 that's it's not out by the end of the year. :D

Does anyone have any news on this situation??

No sorry. I am still waiting as well. I have dropped in another ticket, but have not heard back as of yet.

no news here either yet.

As for MCC 4.0, I remember the big accouncement months back that they'd be down for an hour while it went into place. Things stayed down a bit longer then it was back up the the usual panel, and the announcement was gone :D I guess it didn't work quite as planned.

I'm personally all for the status quo... when it works, it works great. Tinkering tends to lead to heartbreak.

Greg Moore

Originally posted by Aussie Bob
Does anyone have any news on this situation??
Got this reply to another support ticket about 20 minutes ago
Dear Rochen Host

Thank you for your support ticket.

No, the money is still there. As soon as the situation is fixed (which shall be shortly) all past dues recurring charges with be captured

If you have any further questions, do not hesitate to send another support ticket.

Regards,

Sean St-Louis,
Merchant Support Specialist

Not anything new really :rolleyes:

I just hope that when this is over, the billing dates wont be changed for clients. I mean if the client was due to be billed on 30th October and end up getting billed on 5th November - I sure hope the next billing will be on or around 30th November not 5th December. If you see what I mean....

Is that Marc answering you Chris? (Shortly(TM))

Originally posted by Samuel
Is that Marc answering you Chris? (Shortly(TM))
Nope, but if it was I doubt I would be getting a reply to the support ticket so Soon(tm) :D

Most likely you would never hear from them =)

paysystems: Hello, how may I help you?
XXXXX-Robert Walker: How far away from yous from fixing the recurring billing stuff up??
paysystems: We have no Estimated time of repair at this time.
XXXXX-Robert Walker: We've had no recurring transactions processed for coming up 7 days now
XXXXX-Robert Walker: Well that's just dandy then

seems they're start to beat that as a mantra doesn't it...

Greg Moore

Originally posted by Aussie Bob
paysystems: Hello, how may I help you?
XXXXX-Robert Walker: How far away from yous from fixing the recurring billing stuff up??
paysystems: We have no Estimated time of repair at this time.
XXXXX-Robert Walker: We've had no recurring transactions processed for coming up 7 days now
XXXXX-Robert Walker: Well that's just dandy then heh . . . .

I like this one:

A response to a trouble ticket about it. Due to technical difficulties, the Recurring database is experiencing technical difficulties.

Come on Dennis, admit it. You broke their recurring system, didn't you?? :blush: :eek: :D

I am starting to loose my cool with this company very rapidly. How in the name of god can it take 7 days to fix what appears to be a minor problem!

it is certainly becoming a little tiresome I have to agree. We're still doing fine as we have development work coming in and that appears to be working just fine. New signups are still working as well. In fact *everything* is working fine, except recurring billing. Odd doesn't begin to describe it. Spoke to the guy on Live Chat this morning again, and was told that merchant support has been told nothing at all.

xxxxxx-Greg Moore: hello, I was wondering what the latest news on the recurring billing issue is?
paysystems: We are still experiencing problems, our IT team is still working on it.
xxxxxx-Greg Moore: what have they found so far?
xxxxxx-Greg Moore: they must have an idea by now given it's been days
paysystems: We haven't been informed of the specifics as of yet as they are still looking into it.
xxxxxx-Greg Moore: so live chat hasn't been told anything? hardware/software?
xxxxxx-Greg Moore: coffee spill?
paysystems: ha-ha, no Merchant Support haven't been informed of any details yet.
xxxxxx-Greg Moore: well.. I wonder if you guys could try to chase them down a bit.
paysystems: yes, actually we have escalated a few things and our manager is aware of the issue.
xxxxxx-Greg Moore: with luck someone can stick a thumb on the IT dept and get a couple of answers. Even if things aren't fixed, *some* news is better than none
xxxxxx-Greg Moore: does the technical dept has a number I can call direct?
paysystems: we agree with you and we understand your frustration, we just as frustrated not being able to give you guys the answers you need, sorry for the inconvenience..
paysystems: no they have no phone support.
xxxxxx-Greg Moore: yeah I understand. I'm sure this is no party for you guys either :)
paysystems: it is definately frustrating sometimes.


So it seems they're in the dark just as much as everyone else...

Greg Moore

Originally posted by rochen
I am starting to loose my cool with this company very rapidly. How in the name of god can it take 7 days to fix what appears to be a minor problem!
It's obvious that it's not a minor problem. It's a major issue for them and we should prepare for a long haul here. I've got an uneasy feeling in my gut about this one. This one's going to drag out for a lot longer yet, IMO. :(

They are extremely incompetant with customer service issues. I mean how about an announcement or something from them that informs their clients what's happening.

I am completely disgusted with their handling of this issue. :eek3:

Originally posted by Aussie Bob
They are extremely incompetant with customer service issues.

I wouldn't go that far Bob. We've all sang their praises up till now. This is just like the EFTPOS machine at the local supermarket being offline...but on a larger scale. :)

Gary

Has anyone posted a link to this thread to the tech support @ Paysystems?? It might prompt a manager there to provide a bit more information on the situation....

Providing this situation gets sorted out I won't be looking elsewhere afterwards. Up until now I've had a great service off them.

Originally posted by Editor
I wouldn't go that far Bob. We've all sang their praises up till now. This is just like the EFTPOS machine at the local supermarket being offline...but on a larger scale. :)
When something as serious as recurring sales are down for 6+ days and there's been no official announcement from them, then IMO, that's plain incompetance. That kind of crap wouldn't fly in the hosting business. Heck, if we do 3 minutes maintenance on a server, we always make an announcement. :mad:

"They are extremely incompetant with customer service issues" implies they are usually like this, which you know is not always the case. So let's hope they resolve it soon and return to their usual top level of service.

Cheers

Gary

Originally posted by Editor
"They are extremely incompetant with customer service issues" implies they are usually like this, which you know is not always the case. So let's hope they resolve it soon and return to their usual top level of service.
Yes, well maybe I was a bit rash with that broad statement. But in the way this very serious issue has been handled, they have been extremely incompetant and unprofessional.

It's much like a great hosting company that has been providing great service and then one of their racks stops functioning. They take 6+ days to restore services and never in those 6 days do they make some kind of announcement. It's completely inexcusable IMO. :rolleyes:

So they have fixed it?

Not yet I believe.

Ouch, they should say something thats not on.

I'm very surprised that they haven't put anything on the announcements page they have in their control panel system. It's the only problem I have with them... the lack of information coming from them.

Bob, hoping for the best outcome here, keeping my eye on this thread and watching one of the good guys have this type of 3rd party vendors fail them really sucks.

Dont have to say it, but I hope this resolves soon.

To everyone, the same, hope the situation sorts quick time.

Originally posted by Editor
"They are extremely incompetant with customer service issues" implies they are usually like this, which you know is not always the case. So let's hope they resolve it soon and return to their usual top level of service.

Cheers

Gary

Actually I found paysystems is quite incompetant with critical issues. Earlier this year(feb), I had to issue refund because a client want to upgrade his account(monthly transaction). After I have issued it for 2 months and I found out paysystems didn't arrange. My clients was chasing me for the refund. Then paysystems told me they no longer doing business with my client's bank. They could not issue refund and yet it is showing it has been refunded on my account. Paysystems told me to tell this client to do a charge back and they wouldn't penalize us. So I went ahead and told my client. Then I was suprize that Paysystem charged back all previous six monthly transactions. I end up losing $250 and that was the only charge back we ever had. Since then, I have been chasing paysystems month after month. It has been something like half a year now. Every time they told me they will get back to me soon. But they never did and I bet they simply wouldn't care.

Originally posted by freeva
Then paysystems told me they no longer doing business with my client's bank. They could not issue refund and yet it is showing it has been refunded on my account. Paysystems told me to tell this client to do a charge back and they wouldn't penalize us. So I went ahead and told my client. Then I was suprize that Paysystem charged back all previous six monthly transactions.

If your client initiated the chargeback, wouldn't it be they who applied for the amount that was returned? I'm not saying Revecom are perfect...we've had a few problems as well, but they always get resolved. Yours doesn't sound like it is Revecom's fault...or I am misunderstanding you. :)

Gary

This is crazyness. I was considering paysystems to process my transactions. They better hurry up and fix it.

I wonder what happens to clients that sign up for recurring during this time...

Originally posted by TheTech
This is crazyness. I was considering paysystems to process my transactions. They better hurry up and fix it.
Well, it's only been busted for 7 days now....:bawling: :mad:

Originally posted by haxorboi
I wonder what happens to clients that sign up for recurring during this time...

so far so good. They're being charged and the amount is going into the settled transaction area. They're appearing in the recurring database.

Greg Moore

Originally posted by akashik
so far so good. They're being charged and the amount is going into the settled transaction area. They're appearing in the recurring database.
Don't be messing with me now.....you mean you've got recurrings coming though?? :)

I don't think that's what he said.

Sorry Bob, no such luck. That was just a reference to new customers. *That* at least is still producing income and putting green in the bank :)

Current customer's billing is still same old same old...

Greg Moore

Originally posted by Aussie Bob

Don't be messing with me now.....you mean you've got recurrings coming though?? :)

No, that orders are going into Recurring.

Gary

Oh :bawling: you had be fractionally excited there. :(

I'm trying to use the data export to download a csv file of my records but looks like it doesn't work either. Can y'all check it and see if it works for you?

Originally posted by hilda
Can y'all check it and see if it works for you?

It's not working for me either. We took a full copy 24 hours ago though.

Gary

Originally posted by Editor


It's not working for me either. We took a full copy 24 hours ago though.

Gary Thanks, we have a copy from a few days ago but we also use a script that extracts data from their web interface and enters it into our customer tracking software, it just takes longer.

Originally posted by hilda
it just takes longer

Certainly does. What we'd give for a "Reoccurring Next Date" column. :)

Gary

Originally posted by Editor
Certainly does. What we'd give for a "Reoccurring Next Date" column. :)
What I'd give for a recurring transaction....:(

Just to add to the current onslaught of complaints.

Ive had PS for about a year now and I've had 1 or 2 clients that have actually emailed ME and told me they have not been billed in 2 months.

I also have declined transactions that have a 2nd retry date of 10/16 :

No offense is meant to those who have posted about bad histories with Paysystems, I'm not questioning what you have said, I just find it a bit odd all these stories about bad service are suddenly springing up now...

I simply don't normally post every single problem as they come to me. Although I can if you wish :)

Point taken :)

Start Time: Tue Nov 05 10:43:42 PST 2002
End Time: Tue Nov 05 10:47:44 PST 2002

--------------------------------------------------------------------------------
Sabio: Welcome. I'll be with you in a moment...
-Matt Kelly: ok
Sabio: hello, how can i help you?
-Matt Kelly: im sure you remember me... witth the problem with my deleted recurring transactions not being tried a 2nd time
-Matt Kelly: also, i hear you are having a huge problem with recurring transactions not being charged for a week now
-Matt Kelly: I just need an update on that
Sabio: yes, the problem with recurring is still a huge problem. The latest i heard from my supervisor is that it will be resolved tomorrow.
-Matt Kelly: yes, webhostingtalk.com's forums is exploding with concerns about it :\
-Matt Kelly: thanks for the update...


Looks like we will be waiting...

Just got this in an email from them
Dear Merchant,
*
Our IT team is aware of the recurring transaction problem and has made progress in resolving it. They are planning a major update of the recurring system today. The estimated time of completion is by the end of the day today.*All*orders missed*will be re-billed.

Recurring transactions should run again tomorrow.
*
We do apologize for the inconvenience this may cause and appreciate your patience

*
Sam Jomaa
Merchant Support Technical Specialist

Yep, I got that email too. How thoughtful of them to make some form of an announcement. It's only been 7 days since this incident was reported. :rolleyes:

Originally posted by Aussie Bob
Yep, I got that email too. How thoughtful of them to make some form of an announcement. It's only been 7 days since this incident was reported. :rolleyes:
Even then it doesn't look like this announcement went out to all their customers, i think it only went out to folks like us who complained about the issue. I came to that conclusion after seeing no announcement in the MCC and also the email looks like it was BCC'd - I don't think they would email all their customers using that method.

I just hope they aren't going to hold on to the money of those folks who haven't reported it until they do. That would sure make them a fair bit on the interest :rolleyes:

Well I didn't get the e-mail.

Good news!!!! I just had a dozen or so recurrings go through for yesterday. Now just got to get the other 130+ recurrings for the last 7 days and we'll be sweet. :D

[edit] another 6 more for today.....something's happening!!

Originally posted by Aussie Bob
Good news!!!! I just had a dozen or so recurrings go through for yesterday. Now just got to get the other 130+ recurrings for the last 7 days and we'll be sweet. :D
Same thing here, payments from yesterday have now gone through. Still waiting on the rest though. Perhaps they are working back through the days in batches.

Originally posted by rochen

Same thing here, payments from yesterday have now gone through. Still waiting on the rest though. Perhaps they are working back through the days in batches.
Yes, I hope so.

Wahooooo :homer: another 5 more went through.

So far today, 28 have gone through. It looks like they're doing manual processing, so the automated recurring system still looks broken. :eek:

Originally posted by Aussie Bob
So far today, 28 have gone through. It looks like they're doing manual processing, so the automated recurring system still looks broken. :eek:
Appears so, 16 so far.... this is like counting up your pocket money :D

Well to start manually doin them after 6 days is the LEAST they should do, and better keep on it till they all done!!

Sorry to see it's not fixed for real yet!!!
Glad to see you guys are bein taken care of though!! ;)

So everything is working again?

If so YEAH!!!!! Now, I think I will signup. hehe

Well I wouldn't count my chicken's before they hatch, but something is happening. With luck their upgrade happens and the outstanding transactions get billed - without anything being missed.

Greg Moore

Well no more payments have gone through since my last post :(

39 recurrings processed so far. It's a good start but I still think the recurring system is broken. These look like manually processed transactions, which is better than none at all. :D

As far as I can tell all our outstanding accounts have gone through. There wasn't too many as we're not had the trouble as long as Bob (for example). Will be doublechecking them all later of course.

It's doubtful but it would be nice to think my rather frank phone call to them last night had something to do with this :)

It seems that merchant support may be putting them through manually while they wait for the IT dept to get off their beanbags. We'll know soon enough whether it's been fixed or not.

Greg Moore

Yes, the recurrings are still going through. They're all appearing on the 1 day etc, so I hope when the recurring system kicks back in, they'll all recurr on their proper days. Although it's nice to see a 4 figure amount for the 1 days recurrings. :D:agree:

Update - they're still coming through. It's been a big day for recurrings. :D

Bob looks like a happy man.. Thought you were going to pop a vein a while back :)

Greg

Originally posted by akashik
Bob looks like a happy man.. Thought you were going to pop a vein a while back :)
It's just nice to have the "money tap" turned back on. It would start getting tough in another 3 weeks if we were just relying on daily new account revenues etc. Lots of mouths to feed. :)

Originally posted by Aussie Bob
Lots of mouths to feed. :)

Good point. I think I'd weep to see your food bill. We have one and she can be quite the little vacuum cleaner when she wants to be. :D

Greg Moore

Can anyone access their Paysystems.com control panel ??
Microsoft OLE DB Provider for ODBC Drivers error '80040e31'

[Microsoft][ODBC SQL Server Driver]Timeout expired

/cgi-v310/admin/center.asp, line 54

nope - I dropped a note into support to them a few hours ago about that - no reply yet.

Greg Moore

back up again :rolleyes:

Greg Moore

Can anyone access their Paysystems.com control panel ??

Works fine for me

I have to orders stuck in my cue, they have neen there for over two weeks I keep emailing them and they oh we will take care of them. I wish they would just do what they say.

My 2 cents

Charles

All fixed for me :)

Just to confirm an answer to a question I had and others may have had also.

If your client was due to be billed on 30th October and ended up being billed today, their next billing date will be 30 days (or whatever cycle you may have set) from 30th October not 30 days from today, luckily :)

Yeah, 127 recurrings went through yesterday. I felt like Kiwi from mchost. :D

w00 h00!! Looks like the beer's on Bob! :D

Originally posted by lightnin
w00 h00!! Looks like the beer's on Bob! :D
hehe. I know better than to do that!! Gary is around and he's a Queenslander. Never shout when there's Queenslanders around. :D :blush:

Someone mention free beer...?

:)

Gary