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  1. #1
    Join Date
    Feb 2004
    Posts
    634

    Authorize.Net Down?

    I just got a call from a customer who says that Authorize.Net is down and has been for about 5 hours; I can't pull up either http://www.authorize.net or https://secure.authorize.net. Does anyone know if they have an offsite status page or Twitter feed?

  2. #2
    Yes, it is very much down - I can't get through to their support numbers, either.
    Just in case you don't have them, so you can try calling as well -
    Customer Support - 877-447-3938
    Affiliate Support - 866-682-4131
    Reseller Support - 888-437-0481

    This is killing my business!

  3. #3
    Join Date
    Feb 2002
    Location
    Gallatin, TN
    Posts
    42
    Same problem here - all our overnight transactions failed with a SSL protocol error, and we cannot reach any authorize.net URL. I don't recall receiving any maintenance notification.

  4. #4
    Customers are calling wanting to know what is up with their processing... AuthNet is down.

    Looking for a Twitter or other neartime info.

  5. #5

    what to do now??

    We are having the same problem, no answers at any number we have found to authorize.net and payment gateways been down since at least 5:00am EST. Any insight would be greatly appreciated

  6. #6
    i also confirm it is down for about 6 hours now. the last transaction we have is around 7h30 GMT.
    i am wondering if their customer support is 24 / 7 ??
    i think they are on West Coast of the US and it's a non working day there today
    thousand of websites must have the same problem

  7. #7
    Same here, no response from their authorize.net website or their payment gateway, they are both down.

    Incredibly frustrating, how can they be closed any day when then process credit cards 24/7 businesses relay on them!!!! (answer message when you call)

    Does anyone know if they are at least attempting to fix the problem?

    Our site is down until they are back up.

    Any one know anything why authorize.net is down?

    Definitely going to make us think twice about sticking with them in the long term. How can they be so unresponsive.

  8. #8
    just spoke with my merchant services...they said that the authorize.net system is down and it was not a scheduled upgrade, but the IT folks were trying to get the system back up.
    *no time frame for restore
    *no idea if we have to reenter ARB transactions

    **Good Luck**

  9. #9
    I just sent news tips to some of the national media. Maybe they can get a hold of someone to find out what's going on, and post it on their online sites.

  10. #10
    Join Date
    Jul 2009
    Location
    Walla Walla, WA. USA
    Posts
    6
    FYI, I just got off the phone with someone at the NOC, And confirmed that they do know about the issue and are working on it. I asked if there was any kind of ETA for being back online and at this time there is not one. I ask about details with what was wrong with him because I am sure they need all the time they can get to fix the issues.

    Several months back we had a issue with them which ended up being a problem with a line between Internap and savvis I think it was? Not sure if that ever got fixed. But at anyrate I had a hourly script thats been running checking connectivity and that started to fail at 12:00 AM PDT.

    I sure do hope they get things backup. It really blows when you can't get payments.

    Sincerely,

    Mark Keymer
    CFO
    Vivio Technologies

  11. #11

    Authorize.net Down?

    Talked with UK branch.

    Authorize.net data center experienced a fire. Combination of fire and US holiday created "perfect storm" effect. They are waiting for fire department to allow them back in building to initiate emergency plan. Also understand they are trying to call people in from holiday to man phones and answer questions.

    They are hoping to be back online today but not exactly sure of timeline.

    Douglas

  12. #12

    UK also feeling the effect of Authorize.net being down

    On the different UK forum, they are confirming a fire in the California building, they too are unable to process credit cards. No ETA, and the is no answer at any of phone numbers.

  13. #13
    Join Date
    Jul 2009
    Location
    Walla Walla, WA. USA
    Posts
    6
    Now I find that a bit interesting because at least there front in site was in Seattle in a Internap co-lo center. I forget which building.

    Of course they could have some required connection to CA to make everything go. But you would think that the main homepage would come up and not require connectivity to CA to show?

    Sincerely,

    Mark Keymer
    CFO
    Vivio Technologies

  14. #14
    ****, I hope they get everything rerouted soon.

  15. #15
    Well thier site just started to ping at 10:48 am EST. Looks like they may come back soon. site still not available.

    -bobby

  16. #16

    Authorize.Net Down?

    Isn't the point of having redundant data centers and multiple data lines etc, so that if one center fails (fire, power loss, data loss whatever) the others automatically take over.

    Clearly authorize.net is not as well prepared as they should be. For a company of their size.

  17. #17
    Aside from PP Pro (hardly a suitable substitute), what gateway would be a good secondary to have setup for a contingency?

    Sully

  18. #18
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,379
    Authorize.Net did definitely indicate at one point that they have a complete backup facility which only makes sense given that they have over 200,000+ merchants at this point and the whole point to having backup facilities is for situations like this when there is a physical disruption.

    And I agree, Texasade - it is more than a little perplexing that everything has not already been routed to the backup facility. Hopefully service will be restored shortly.

    As an additional side note specific to CDGcommerce merchants, please note that our support team is standing by in the event that you would like us to set you up with a Quantum Gateway account to go side-by-side with your Authorize.Net account in the event that they continue to be offline. As always, there isn't any cost associated with that so it is always an option if you want it.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  19. #19
    Preferably we would want to use our own merchant account and port to a secondary GW when needed.

    Thanks for the interest.

  20. #20
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,379
    Hi Sully,

    Regarding your question on alternate gateways - there are a lot of them on the market. eProcessingNetwork, iTransact, Plug-n-Pay, USAepay are just a few of the many other options out there.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  21. #21
    Join Date
    May 2002
    Location
    Raleigh, NC
    Posts
    697
    Quote Originally Posted by cdgcommerce View Post
    Quantum Gateway account to go side-by-side with your Authorize.Net account in the event that they continue to be offline. As always, there isn't any cost associated with that so it is always an option if you want it.
    Is Quantum Gateway compatible with Authorize.net API
    Tranquil Hosting

  22. #22
    Join Date
    Apr 2003
    Location
    Florida
    Posts
    43
    more info here, http://tcrn.ch/58e

  23. #23
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,379
    Hi Mark,

    Yes, Quantum Gateway has an Authorize.net emulation mode. In addition, it is already pre-integrated with a LOT of popular 3rd party e-commerce apps, shopping carts and billing systems.

    Here is a URL that lists the "known" modules that have been published and who contacted Quantum to be put on the list. I know that there are others as well that are available but not necessarily on the list:
    http://www.quantumgateway.com/modules.php

    If nothing else, for CDG merchants this is a useful no cost backup option to have added to your account even if you decide to continue to use Authorize.Net as your primary gateway once it is back online. This way you have 2 gateways that both tie directly to your account in the event that one ever goes down.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  24. #24

    Authorize.net Killing me

    This is killing us! It is not 11:50 Eastern. It's been hours. This is just not acceptable. And they don't have the decency to put a message on their phone systems? I hope they can provide some financial remunerations for this because we are losing customers as we speak!!!!!!!

  25. #25
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,379
    One suggestion for everyone here... if you have the ability to do this, you may want to think about setting your billing system into an "order capture" mode if possible.

    This way you can at least capture the secure payment details for later processing so that you do not lose customers due to the prolonged Authorize.Net outage.

    The other option that you could do would be to collect everything BUT the payment information - maybe even setup a quick Web form page for orders - and then contact back the customers on a manual basis later to get this information once everything is back up and running.

    Maybe Murphy's Law will come into play here. By the time you setup the form, it will be back online. Hopefully... but I have not seen any real concrete ETA for this so my recommendation is to try one of the above options to at least avoid losing out on orders that are coming in. Most customers will understand if there is an issue out of your control and you can refer them to the many articles about what's going on with Authorize.Net.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  26. #26
    Apparently there was a fired in their datacenter and they are hard down. OUr merchant rep says they are working to switch to emergency center and will be back online by 1 pm eastern.
    Quoted from another source...

  27. #27
    Just called my bank, Wells Fargo, to see if they have any recommendation as a back up processing company. No, they don't. Lady on the line, said they are getting pings coming in, but no transactions yet. 11:58 a.m. EDT.

  28. #28
    Authorize.net set up a twittter account to post updates.

    twitter.com/authorizenet

    Not that it has any good news.

  29. #29
    Authorize.net has reported that transaction processing is back up.

    In a short statement issued just a few minutes ago, a representative of the gateway said I understand transaction processing is back up with the exception of Global processing. We are working to bring that up ASAP.

    There are no confirmations from any other source at this point for the service being back up.

  30. #30
    I still can't get on.

  31. #31

    More info from Seattle

    From an e-mail archiving company:

    Fisher Plaza, a self-styled carrier hotel in Seattle, and home to multiple datacenter and colocation providers, has had a major issue in one of its buildings late last night, early this morning.
    The best information I am aware of is that there was a failure in the main/generator transfer switch which resulted in a fire. The sprinkler system activated. From speaking to the fire battalion chief, I am under the impression that Seattle Fire did use water on the fire as well, but I am unsure of this.

    Given the failure location, generator power was not available, and cooling failed. UPS power to systems continued, and I can personally vouch that they held out for well over an hour. When we were able to access our equipment, ambient air temps were well over 100 degrees in the room our equipment is located in.

    At least some, if not many circuits were affected. Several large
    co-location providers and other datacenters are located in the facility, these facilities have no power.

    As this was the main/generator switch, and it is now highly damaged, the circuits in the area are damaged, and the entire area is doused in water, a rapid restoration of power does not seem likely. Fisher Plaza's phone numbers now result in fast-busy signals, so I have no recent update from them directly.

    Interestingly, this building is also the production studios for several Seattle TV and radio stations.

    There is no ETA for resolution.
    --
    -- Darren Bolding --
    -- [email protected] --

  32. #32
    From KOMO television station in Seattle (note: this is the same building as Authorize):
    By KOMO Staff & News Services SEATTLE -- A fire at Fisher Plaza Thursday night disrupted KOMO-TV and KOMO NewsRadio, who broadcast from the building near the Seattle Center.

    The fire broke out in an electrical vault just after 11 p.m. Thursday and forced the evacuation of the building.

  33. #33
    Authorize.net has been updating merchants and developers on their Twitter page. There have been several updates in the last few hours and it seems like the best place for information related to the issue.

    I advise everyone to stop listening to gossip and get your news right from the source. Authorize.net has a Twitter page which they have been updating very frequently in the last few hours to keep everyone informed.
    It seems like they are working hard at it and are confident they will have this restored very soon.

    Stay informed, here is the Authorize.net Twitter page:
    twitter.com / authorizenet

  34. #34
    The problem with the twitter updates, is that there's no news; the postings are vague. There's been no official announcement from Authorize from any press release. So if there is any gossip, it's because they aren't replying to phone calls (which still says they are on holiday). Or even to the banks using their service. I know, I checked.

  35. #35
    Join Date
    Mar 2009
    Location
    Miami, Florida
    Posts
    19,169
    I really wish this would come up soon.
    Keith I Myers
    KMyers.me The rantings of a lunatic
    Geek Survival Guide - Reviews and Advice for Geeks

  36. #36
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,379
    When Authorize.Net does come back up, I would definitely like to know why their backup data center was also down. This is the part that perplexes me the most about this entire situation.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  37. #37

    Anet support

    This is the last staw for us. We are out of here. I can not count the times our IT manager has spent over an hour on hold waiting for their support tech to assist with an urgent issue. This outage would not have been so costly if anet had simply maintained the level of redundancy their customers have every reason to expect from a mission critical service. We estimate our loss so far at easily over $25K and if we have to spend fives times that much in legal fees to recover it from these irresponsible clowns we will happily spend it.

  38. #38
    Join Date
    May 2003
    Location
    Colorado Springs, Colorado
    Posts
    34

    PayPal

    We have been using Authorize.Net as our primary processor for our Wells Fargo merchant account for many years. They have had problems in the past that have forced us to have backup options in place. We decided to use PayPal because, although Wells Fargo has processing available through Verisign, we wanted to be able to continue to process even if we were to have problems with our Wells Fargo account. I highly recommend PayPal as a very good and easy-to-use backup processing system.

    I would also mention that the lack of communication from Authorize.Net is very typical. This company has the worst customer service we have ever experienced. They never communicate with their customers about anything; other than to try to upsell you to their fraud management system.

    In any case, you all might consider processing through PayPal when attempts to process through Authorize.Net fail.

    Cheers,

    William Howell
    Mecca Hosting - Fast, Reliable, Secure Websites.
    Pete Howell
    Mecca Hosting - Fast. Reliable. Secure.

  39. #39
    Join Date
    Mar 2009
    Location
    Miami, Florida
    Posts
    19,169
    I use PayPal for lower transactions (Hosting), On contracted work, I use Authorize.net. I may just go to use PayPal and Google Checkout for more
    Keith I Myers
    KMyers.me The rantings of a lunatic
    Geek Survival Guide - Reviews and Advice for Geeks

  40. #40
    Join Date
    Nov 2002
    Location
    Hot, hot Michigan...
    Posts
    3,506
    Quote Originally Posted by cdgcommerce View Post
    When Authorize.Net does come back up, I would definitely like to know why their backup data center was also down. This is the part that perplexes me the most about this entire situation.
    Watch, their fail-over point is at the datacenter that's currently down.

    I just sent in a ticket for the free gateway as noted in your earlier posts. I'd recommend others that are customers of cdg do the same.

    While we've had a decent, long standing relationship with authorize.net, issues involving money really have to be dealt with in the most harsh manner. Authorize.net is our single point of failure in this - it's always good to diversify to lower risks.
    Ion Web Services/TronicTech
    http://www.ion-web.com or Unsupported webhosting?!?
    Shared hosting, Reseller accounts, Dedicated Servers, and More
    Proudly hosting since 2002

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