Cards may currently be declined or slow to process


#1

We are currently experiencing further issues with card processing and so please be aware that your card may be declined. We expect less than 20% of transactions to be affected. We are sorry for the inconvenience and we continue to investigate.

An in app message has been served to anyone launching the app, to pre-empt feedback we are unable to send a push notification today but we have acknowledged your feedback on this.


#2

Just used mine at Tesco and worked fine.
Thanks for the heads up!


#3

I got my ifttt alert too on this which is great.
Amazing that this is day three in a row of this happening. Maybe I’ll start taking lunch later. :smirk:


#4

Thank you for the heads up,

and THANK YOU for responding to community feedback and actively working on a better way of notifying users. Just opened the app, got the message and it linked me to statuspage.io as well, which is great.

I know you guys have acknowledged the feedback regarding push notifications, so it’s great to see that it’s being looked into.

A prime example of turning a potential negative into a positive, with active engagement with your user community :smile:


#5

@sarah.guha it’s great that you are listening to customers and acting on feedback.
The status page is upto date :slightly_smiling_face:


#6

The timing does make me think it’s a peak capacity issue. Surely too much of a coincidence?


#7

:+1:t3: for the notification


#8

Thanks for updating us about this @sarah.guha and for the fast implementations of service status within your app and updating your status page.

This is a much better experience for customers, well done to everyone involved.


#9

Ooh after all my joking…the screen is actually very handy and good.

One thing (as always :slight_smile: ) the status page doesn’t have android pay? Unless I missed it.


#10

:dog:

Thankyou for the heads up Sarah

Really appreciate Starling making the efffort to inform its users via various methods

This is all very positive stuff


#11

Thanks, we don’t list digital payments separately - this would come under cards.
We list Funding by Apple Pay as this available to add money to your account, we don’t yet support Funding by Android Pay.


#12

We have seen 5 minutes of normal activity. Your cards will now be processed normally.
Thanks for your comments :pray:


#13

This is an excellent step forward! I really appreciate that you’ve taken feedback on board and are being more proactive regarding this, especially using the Status Page in the right way!

Definitely heading in the right direction!


#14

Yes well done. Transparency is far better than confusion. :grin:


#15

Also, additional credit where it’s due, you posted before everyone else :+1:


#16

Hi all,

Unfortunately we seeing some issues again. Please be aware that your card may be declined. We expect less than 20% of transactions to be affected. We are sorry for the inconvenience and we continue to monitor.

Sarah


#17

I’m really pleased that Starling has listened to the concerns of customers and has implemented this today. I think this is a positive thing to do.


#18

Ahhh I get ya!!


#19

Why are these outages still happening?


#20

Thanks @sarah.guha much appreciated the in app message with card issues. Managed to use my card just now fine for lunch.