Hello BrandInteGr8 Community,

We apologize for any inconvenience experienced with the payment gateway.

We understand that PayFast is attending to this as per their communication (included below).

We have become aware of one member that was affected. Should you have been affected please let us know and we will attend to this.

Wishing you all a good week ahead,
Founder & CEO

From: PayFast
Sent: Friday, September 20, 2019 4:53 PM
To: ricardop@brandintegr8.com
Subject: We’re Sorry

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PayFast is sorry
Hi Ricardo,

I’d like to apologise on behalf of the entire team here at PayFast, for the frustrations you and your customers may have experienced these past two weeks.

In line with the ongoing development of our platform to handle ever increasing volumes, we did a major update on 8 September which was unfortunately not bug free. These bugs had a knock-on effect on our new system resulting in a number of issues including failed and duplicated payments, problems requesting payouts and Shopify payments being impacted for a short period of time. Consequently we received an influx of queries from our merchants and buyers, which created a backlog in customer support tickets, leading to long turnaround times.

I, and the entire PayFast team, recognise that the issues experienced with our new system have been challenging for everyone involved. These issues have been extremely disappointing to me and the rest of the team and are unacceptable by the standards we hold ourselves to.

The entire team has worked tirelessly over the last 2 weeks to resolve issues and respond to every support ticket received and I’m happy to say that we’re mostly back to normal operations now.

We will be doing an in-depth analysis of what went wrong and why it went wrong, and will put in place the necessary measures to ensure that things go smoother in the future. We are constantly updating the platform with new features and improvements and these updates have been seamlessly performed to date with no downtime or extended impact; this update was so big though, that it required actual downtime which has not been needed for many years, and also included some extended impacts which is highly regrettable.

Please accept our apologies for any inconvenience caused.

We appreciate your patience and ongoing support at this time, and look forward to a continued strong partnership with you.

Jonathan Smit
MD & Founder

Got questions? Get in touch on
+27 (0)21 300 4455 or merchantsupport@payfast.co.za
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