On Sunday, 27 October 2024 we noticed a surge in our Payments failing. This was brought to our notice by a customer who was making a payment from out of Australia. As we had just received a payment around 30 minutes before this was raised, we initially were inclined to think it was something specific to the customer however when we started to receive several emails on similar issues we knew something was up.

We spent the entire Sunday night and Monday morning working with our Tech Teams investigating the issue. We had to put up a banner informing our customers to send in their orders manually while we worked with our payment platform Stripe to investigate further.

Root Cause: There was an auto-upgrade done to one of our Payment plugins that caused this issue due to a recent upgrade. This new version was not tested and ofcourse caused us an impact – reputation and financial. We had to pull up our sleeves and work with our customers to process orders manually while we carefully reverted every upgrade and fix the issue. It has been 18 hours since the first report and we have been working relentlessly to provide a fix.

What has changed? We have disabled Link which is a seamless ability to enable our customers to enter their payment details and process payments. This option will be disabled which is mostly what is causing an issue. We apologise for the inconvenience this may be causing you. However this is for the greater good.

If you are a customer reading this (and especially if you were impacted) – we thank you for your support and working with us. Please do reach out to us if you have been impacted.

Thank you
The Dental Market Team