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Information about outages and maintenance at gopay.status.io

In this guide you will find a description of everything you may come across on the GoPay Status page.

The Status page monitors 3 basic services:

  • the GoPay payment gateway

  • GoPay's web presentation (websites)

  • customer support


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How do we detect unavailability?

GoPay has its own monitoring team, which regularly watches how payments are going and, if it detects an anomaly, informs you via the Status Page about that unavailability, or about planned downtime reported to us by banks and partners.


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What do the individual outage states mean?

  • Investigating

    • if an outage is in the investigating state, it means we are investigating the situation.

  • Identified

    • if an outage is in the identified state, it means we have traced the cause of the problem.

  • Monitoring

    • the monitoring state tells you that we have applied a solution to the problem and are continuing to watch the situation closely.

  • Resolved

    • the resolved state means the situation has been fully put right.


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Incidents by priority: how to find your way around problem reports

To make reporting problems as effective as possible, we divide incidents into several priority categories. Below you will find an explanation of the individual priority levels so that you know which categories we sort problems into according to their severity.


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Critical priority (CRITICAL | P1)

Critical priority incidents are those with the greatest impact on our services and your business. These problems require immediate attention and a quick solution. This category includes, for example:

  • Payment cards not working at all.

  • A complete outage of the GoPay system.


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High priority (CRITICAL | P2)

High priority incidents are also very serious, but their impact is somewhat smaller than with critical priority. They still require a quick solution, however. They include, for example:

  • A complete outage of transactions with Visa cards.

  • A complete outage of transactions with Mastercard cards.


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Medium priority (MAJOR | P3)

Medium priority incidents have a smaller impact than those with high and critical priority, but still need to be dealt with as soon as possible. These include, for example:

  • Problems with some cards that do not, however, affect all users.

  • Systems connected with PSD2 not working at all.

  • A complete outage of payments via Apple Pay.

  • A complete outage of payments via Google Pay.

  • A complete outage of payments via Click to Pay


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Low priority (MINOR | P4)

Low priority incidents have the smallest impact and are often problems that affect only a small proportion of users or have a limited effect on basic functions. They include, for example:

  • Problems with individual banks within PSD2 that do not affect all users.

  • Problems with bank transfers at individual banks that do not affect all users.

  • Problems with other payment methods (Bitcoin, PayPal, Paysafecard, mPlatba, Premium SMS)


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Payment Gateway

Under Payment gateway, information about outages and maintenance is entered on the Status Page, whether internal (GoPay) or external (partners, banks and so on).

The Payment gateway status page monitors both the production environment (real payments) and the Sandbox (test environment).


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Maintenance

In the Maintenance section we will inform you about planned downtime, whether GoPay's or that of external partners.


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Maintenance – internal

Under Maintenance – internal, planned downtime of the GoPay payment system is entered.


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Maintenance – external

If you follow this channel, you will be informed about all planned downtime of payment methods such as:

  • payment cards

  • online bank transfers

  • PSD2 payments

  • other payment methods (Bitcoin, Paysafecard, mobile payments and so on)


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Unplanned downtime (service disruptions)


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GoPay

If unavailability of GoPay is entered on the Status Page, it means the payment gateway is not available.


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Card payments

If you see unavailability of card payments on the Status Page, it may be:

  • partial unavailability (e.g. some VISA or Mastercard card payments not working)

  • unavailability of EMV banks (a particular bank is recording a problem with EMV 3DS)

  • complete unavailability of payment cards (no payment cards are available)


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Bank transfers

If you read on the Status Page that bank transfers are unavailable, it means the bank given in the subject of the downtime is unavailable.

This is usually a situation where our monitoring has found that payments through that bank are not going through (are not successful).

Which bank transfers can be unavailable?

  • Czech Republic

    • Česká spořitelna – Platba 24

    • Československá obchodní banka – ČSOB

    • Fio banka

    • Komerční banka – MojePlatba

    • mBank – mTransfer (mPeníze)

    • Raiffeisenbank – ePlatby

    • Unicreditbank – Uniplatba

  • Slovak Republic

    • Československá obchodná banka – ČSOB (sk)

    • Poštová banka

    • Slovenská sporiteľňa – SLSP

    • Tatra banka – Tatrapay

    • Unicreditbank – Uniplatba

    • Všeobecná úverová banka – VUB

  • Poland

    • Przelewy24 (PayPro) – e.g. BLIK

PSD2

If the PSD2 payment method (accelerated bank transfers) is unavailable, you will be informed in this section.

Which PSD2 banks can be unavailable?

  • Czech Republic

    • Airbank

    • Česká spořitelna

    • Československá obchodní banka (ČSOB)

    • Fio bank

    • Komerční banka

    • Moneta Money Bank

  • Slovak Republic

    • Československá obchodná banka (ČSOB_SK)

    • Fio banka

    • Raiffeisenbank

    • Slovenská sporiteľňa

    • Všeobecná úverová banka (VUB)


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Other payment methods

In the other payment methods section we inform you about the unavailability of payment methods such as Bitcoin, PayPal, Paysafecard, or about the unavailability of mobile payments.


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Historical outage

If we only learn about an outage after it has ended, we will inform you in the form of a historical outage. For subscribers the difference is that we inform you by notification about an outage in the Resolved state, and the text will state the period in which the outage took place.


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Sandbox

If the Sandbox is not available, it means test payments cannot be made, or some component of the Sandbox is unavailable.

You will find the details with each event entered.


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Websites

Websites monitors the availability of the web presentation.

The websites monitored are:


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Customer support

Even our customer support sometimes needs to oil the wheels and prepare even better support for you.

That is why you may also come across downtime of one of our support lines.

  • Customer support

  • Technical support

  • Sales support (the sales department).


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How do I change my Subscription?

Changing the components on the Status Page has changed your subscription and all the new options are switched on automatically.

If you do not want to receive news about the Sandbox, Other methods or PSD2, for example, please change your subscription settings.

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