Active Incident

Updated a few seconds ago

Incident Status

Operational

Components

Card Present Services

Locations

Americas, Asia-Pacific, EMEA



April 15, 2020 23:05 UTC
[Monitoring] Windcave is working with our global payment partners to enable temporary increases to the CVM limit for Contactless payment across all Windcave devices. The temporary changes will reduce the need for customers to touch PIN pads for the duration of the COVID-19 pandemic. The contactless CVM limits will be reviewed by the payment schemes after three months or when the COVID-19 crisis has passed. Below are the initial rollout dates set out by the payment schemes and new limits for each region. Rollouts in each region will be staggered to ensure all payment partners in that region are able to deploy the required changes to accept the new contactless limits. Date: 1st April 2020 Region: United Kingdom Revised Limit: £45.00 GBP Date: 2nd April 2020 Region: Canada Revised Limit: $250.00 CAD Date: 9th April 2020 Region: New Zealand Revised Limit: $200.00 NZD Date: 15th April 2020 Region: Australia Revised Limit: $200.00 AUD Date: 9th April 2020 Region: Europe Revised Limit: €50.00 EUR (or equivalent) FAQS I accept contactless payments already. Do I need to do anything? No, if you accept contactless payments already then you will automatically be able to accept transactions under the limit without your customers having to use their PIN. I do not accept contactless payments now. How do I get that enabled? Please contact Windcave support in the first instance to ask if you can have contactless enabled on your devices. In some cases we will need to refer you to a third party acquirer to have that enabled. Do contactless transaction cost more than inserted transactions? In most cases no, with the exception of New Zealand where there is a low cost local debit network, which does not support contactless. Please check with your acquirer to confirm if any costs will apply.

Incident Status

Operational

Components

Card Present Services

Locations

Americas, Asia-Pacific, EMEA



March 26, 2020 23:50 UTC
[Monitoring] To all merchants and partners, The Reserve Bank of New Zealand has confirmed that Windcave Ltd is an essential service under the definitions provided by the New Zealand Government and the Reserve Bank of New Zealand (RBNZ), as a Banking Service - Credit/Debit cards & EFTPOS. https://www.rbnz.govt.nz/news/2020/03/covid19-level-4-essential-services-financial-sector In addition to this, Windcave Ltd is a service provider to all major New Zealand banks to which we are contractually required to maintain service under RBNZ’s BS 11 –Outsourcing Policy and the RBNZ’s Open Bank Resolution (OBR). Windcave’s robust Business Continuity Plan will allow customers such as Banks, Supermarkets, Pharmacies and other essential services to continue operations unimpeded. Critical staff are required to be on site at 33 Wilkinson Rd, Ellerslie & 96 Anzac Ave, Auckland CBD to allow the following services to maintain operations: • Continued support of IT infrastructure including Data Centers, Critical equipment and Security, • Critical Encryption Security Processes, • Manufacturing, Provisioning and Shipment of Payment Terminals to the likes of Supermarkets, Pharmacies etc., • Continued Manufacturing, Engineering and Design support. Windcave staff given permission to work onsite will carry Company ID, and a secondary form of ID to verify their identity. Windcave Staff will follow the guidelines for Covid-19 Health & Safety outlined by the NZ Government. If further clarification is needed please feel free to contact us.

Incident Status

Operational

Components

Card Present Services

Locations

Americas, Asia-Pacific, EMEA



March 17, 2020 07:00 UTC
[Monitoring] To all merchants and partners, Business Continuity Windcave maintain robust business continuity preparedness, and all teams are required to update and test their plans annually. Windcave have been monitoring developments regarding COVID-19 (Coronavirus) and the potential impact on merchants and businesses. Our focus and top priority is our employees, merchants and partners, as such measures have been taken to ensure their health and safety as well as ensuring the continued availability of all our products and services. Payment terminals are a key point of interaction for retail merchants and their customers, as such below are the recommended instructions regarding the cleaning and disinfection of your Windcave Payment terminals: Cleaning the Terminal • Terminals can be cleaned by applying water or a mild soap solution to a damp microfiber cloth and gently rub the surface of the terminal. • Water should not be applied directly to the terminal. • Do not use any other household cleaners or solvents (e.g. bleach ammonia, acetone) or any abrasives as these may damage the plastics of the terminal. Disinfecting the Terminal • Apply a 70% Isopropyl Alcohol (IPA/rubbing Alcohol) solution to a damp microfiber cloth and gently rub the surface of the terminal. • Alcohol should not be applied directly to the terminal. Support and Services Business is operating as usual and we do not expect impact to our support levels, our support team will be answering phones and responding to emails.

Windcave Merchant Services




Operational

Hosted Payments API




Operational

Merchant Hosted API




Operational

Card Present Services




Operational

Batch Processing Services




Operational

IVR Payment Services




Operational

Payline Web Interface and Reporting




Operational

Banks and Acquirers




Operational

Account2Account




Operational

Scheduled Maintenance

ANZ AU Scheduled MaintenancePlanned Maintenance

Schedule

June 9, 2020 15:00 - 19:00 UTC

Components

Banks and Acquirers

Locations

Asia-Pacific

Description

AEST: Wednesday 10 June 2020 1:00 - 5:00 Region: Australia ANZ AU have informed us they will be conducting scheduled maintenance activities. The Windcave – ANZ AU link may experience interruptions during the window, which will cause transaction failures.

History (Last 7 days)

Description

NZT: 26 May 2020 01:00 - 06:00 Region: New Zealand Verifone have informed us they will be conducting scheduled maintenance activities. No Interruption is expected during the maintenance window.


Components

Banks and Acquirers


Locations

Asia-Pacific


Schedule

May 25, 2020 13:00 - May 25, 2020 18:00 UTC



May 25, 2020 13:00 UTC
[Update] Scheduled maintenance is starting.

May 25, 2020 18:00 UTC
[Update] Scheduled maintenance is complete.
BNZ Scheduled MaintenancePlanned Maintenance

Description

NZT: 26 May 2020 01:00 - 01:30 Region: New Zealand BNZ have informed us they will be conducting scheduled maintenance activities. The Windcave – BNZ link may experience interruptions during the window, which will cause transaction failures.


Components

Banks and Acquirers


Locations

Asia-Pacific


Schedule

May 25, 2020 13:00 - May 25, 2020 13:30 UTC



May 25, 2020 13:00 UTC
[Update] Scheduled maintenance is starting.

May 25, 2020 13:30 UTC
[Update] Scheduled maintenance is complete.
Unscheduled Outage - BNZService Disruption

Incident Status

Service Disruption


Components

Hosted Payments API, Merchant Hosted API, Card Present Services


Locations

Asia-Pacific




May 22, 2020 04:55 UTC
[Investigating] NZT: 16:40 - Ongoing Region: New Zealand Merchants transacting via BNZ are experiencing transaction failures BNZ is urgently investigating. Updates to follow.

May 22, 2020 05:30 UTC
[Monitoring] Transactions appear to be processing as normal since 17:23 Windcave will continue to monitor.

May 22, 2020 09:09 UTC
[Resolved] The issue has been resolved.