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Worldpay Payment System Down
No payments being taken
jgar




msg:629773
 11:31 am on Nov 4, 2003 (gmt 0)

As of around 9am UK time this morning,the entire Worldpay payment system is down. This is a popular payment system in Europe and will affect a lot of sites.

Worldpay says they are looking into the problem, and are unaware yet as to the problem.

This comes a few days after their large-scale system overhaul ...

 

ish




msg:629803
 11:53 am on Nov 5, 2003 (gmt 0)

Yes we are phoning customers too. Most are going through to voicemail which is infuriating.

BBC have news: [news.bbc.co.uk...]

PCInk




msg:629804
 11:57 am on Nov 5, 2003 (gmt 0)

WorldPay have been saying that some have been going through since yesterday, but they were very few successful transactions yesterday as they were so slow. It seems easier to get on their site today, but still very unreliable and slow, however once on their site, transactions do seem to work, but getting on their site is the main part of the battle.

I am starting to get people paying by PayPal even though they don't have an account (or didn't have an account!). But the biggest problem is still telephoned orders, worldaccess is still unavailable and I am patiently sat on orders, waiting.

WorldPay's competitors have dreamt of a day like today and yesterday!

I rang WorldPay this morning, and they had no information on when the service is to be restored to anywhere near normal.

Alby




msg:629805
 12:23 pm on Nov 5, 2003 (gmt 0)

I got the info from someone at WP this morning that they have tried to switch IP's and URLs, but that the attackers are monitoring what they are doing and just mounting new attacks on the new IP's.

Some denial of service attacks have gone on for several weeks, and there is really very little one can do to stop it. It may be an extortion attempt, like some casinos have experiences in the past.

I am in the process of implementing my new account in the shop now.

spiky




msg:629806
 12:27 pm on Nov 5, 2003 (gmt 0)

What do you know about netbanx?

Are they as reliable as worldpay usually are?

We are looking for a back up merchant account.

jaski




msg:629807
 1:11 pm on Nov 5, 2003 (gmt 0)

New orders just started trickling in .. seems world pay is back to normal.

ish




msg:629808
 1:17 pm on Nov 5, 2003 (gmt 0)

Yes it does appear to be functioning properly at the moment.

Now is the time to renegotiate the amount of commission WP charge :-)

ish




msg:629809
 2:01 pm on Nov 5, 2003 (gmt 0)

and now it is bad again :-(

PCInk




msg:629810
 2:24 pm on Nov 5, 2003 (gmt 0)

And good again for me! (Was bad when you were saying it was good!)

MonkeyBoyUK




msg:629811
 3:02 pm on Nov 5, 2003 (gmt 0)

Looks like it is a good idea to have a backup account with somebody else, just as a "just in case".
I think that is where the big boys like worldpay have a real disadvantage in this business, they are always going to be the target for this sort of stuff :(

Hope nobody has been hit too hard...

Alby




msg:629812
 8:01 pm on Nov 5, 2003 (gmt 0)

Can someone confirm how long things have been working uninterupted for them?

I switched to another provider this afternoon, but I want to switch back to WP as soon as I know they are stable.

ish




msg:629813
 11:10 pm on Nov 5, 2003 (gmt 0)

We are still getting about 33% incomplete orders. Whether this is down to WorldPay is too early to tell - (we always get a few anyway)

StanTheMan




msg:629814
 11:21 pm on Nov 5, 2003 (gmt 0)

Hands up if you are paying the charges for this month?

jweighell




msg:629815
 9:20 am on Nov 6, 2003 (gmt 0)

Not sure if it's working again this morning... grrr.

musicman




msg:629816
 9:27 am on Nov 6, 2003 (gmt 0)

Same here... worked fine yesterday evening, checked this morning and it's gone as before.

PCInk




msg:629817
 9:38 am on Nov 6, 2003 (gmt 0)

I've just spoken to them. Servers up yesterday afternoon and running fine. New wave of attacks, slowing things down agin this morning.

Let's hope Royal Bank of Scotland can track down who is doing this - I bet they don't realise they are messing with such a big company (RBS, Natwest, WorldPay, Greenflag, Lombard Direct, Streamline, Ulster Bank, Tesco Personal Finance, Dixon Motor Group etc... and their customers: Sony, Vodafone etc...) and are likely to have unlimited solicitors fees compared to the person/people causing this problem.

Apparently, they keep changing the attacks and are therefore much more likely to be traceable than if they simply attacked and then left it alone, although they would not have caused as much damage.

Receptional




msg:629818
 12:47 pm on Nov 6, 2003 (gmt 0)

What do you know about netbanx? Are they as reliable as worldpay usually are?

We used to be with Netbanx. We moved to Protx - and not without some heartache. Nuff said

We also have a worldpay account. Luckily for us it is not used much.

jgar




msg:629819
 1:07 pm on Nov 6, 2003 (gmt 0)

We phoned Netbanx yesterday -

they wanted a 500 pound set-up fee ...

no thanx

Worldpay is working well again for us over the last couple of hours

John




msg:629820
 1:53 pm on Nov 6, 2003 (gmt 0)

Does anyone have a recommedation for an alternative payment provider that is UK based? I have used WORLDPAY for over 4 years and they have been just about our best online service so i am loathed to change after just an externally generated problem. I would prefer not to have to sign any form of US Tax forms in order to keep life simple.

I was just wondering if anyone would like to suggest a suitable punishment for these numb nutz once they are dragged into the light of day? Maybe that doen't belong on these hallowed pages but.....

John

jweighell




msg:629821
 2:11 pm on Nov 6, 2003 (gmt 0)

Has anyone used ProTX? I've been hearing about them the past few days. All they charge is 20 a month...

Rubylily




msg:629822
 2:24 pm on Nov 6, 2003 (gmt 0)

I moved from WorldPay to Protx and had so many problems with them I promptly moved straight back to WP again. Customers were constantly complaining that they couldn't pay, cards were being charged twice, they were down all the time, and their support was next to useless, so I gave up. I also didn't like the way the AVS results were displayed, making it hard to distinguish one result from another.

I'm sure like most WP merchants who've been suffering over the last 3 days I've considered whether or not to move, but my general feeling is that a DoS attack could happen to anyone at any time, and who's to say that when the little s**ts have finished playing their sick games with WP that they won't decide to target another payment provider? It's very hard to know what to do under the circumstances.

jgar




msg:629823
 2:30 pm on Nov 6, 2003 (gmt 0)

I received an email from Natwest today - offering us their FastPay service. I went to the FastPay website, but found no telephone number to call - all you can do is send an email, which requires you to input all sorts of personal info - a bit much when all you want to do is find out a bit more ..

.. simple questions like, like do they use the WorldPay infrastructure?

Rubylily




msg:629824
 2:37 pm on Nov 6, 2003 (gmt 0)

Hi jgar

As far as I know NatWest is owned by Royal Bank of Scotland, who also own WorldPay, so that might tell you something. If they can't even provide a phone number then that may also be an indication of the kind of customer support you can expect....

PCInk




msg:629825
 4:40 pm on Nov 6, 2003 (gmt 0)

FastPay is an alternative to PayPal type systems. Nothing wrong with using them temporarily - useful to get stock moving and make some profit - even if it is less profit than normal. Some profit is better than none in these circumstances.

ProTX require an internet merchant ID, so you'll need to apply for one of those (28 days from most places). Although, you should actually have one from WorldPay, but whether they can tell you what it is could be another story while their systems are down.

derekwong28




msg:629826
 4:47 pm on Nov 6, 2003 (gmt 0)

The latest news in that the attacks originated from Ukraine, and that Worldpay will consider compensation on a case by case basis.

I don't think a 15 yr old Ukranian hacker will be too worried about any financial or legal consequences if caught. The writer of the love bug virus caused more than $1 billion in damages and did not have to pay for his actions.

PCInk




msg:629827
 8:13 pm on Nov 6, 2003 (gmt 0)

I think those who have done the best out of this is those who responded the fastest: I took a day before I switched default to PayPal but took over 500 on Wednesday and Thursday - not bad, really considering it could have been 0.

But I have set up an alternative with NetBanx and we'll see how we get on with them. Even NetBanx staff said they would be very interested as I have them and WorldPay as a payment choice and they want to see how customers choose to pay. They said they have lot of customers that use both, but never on the same site or never with the customer having the choice. But I may change things to calculate who is the cheapest for that particular order and forward them to the relevant merchant. It is an experience for all of us and if you can't afford another merchant account I recommend everyone set up a PayPal account and disable access from your site to PayPal but have everything set up so you can just remove comments or change a variable to forward them to PayPal.

shady




msg:629828
 8:46 pm on Nov 6, 2003 (gmt 0)

I don't really understand how an attack like this can be stopped, except obviously at source. Even if they had a contingency plan (alternative IP/domain) couldn't the "hacker" just change his attack to go at this instead?

Very interested in any technical answers you may have!

I am a worldpay customer and am simply taking CC details, via my interface, until the problem is resolved or my Netbanx account is setup! I can then enter them myself (not stricty accoring to TOS but I'm sure they'll make an exception under the circumstances).

PCInk




msg:629829
 8:54 am on Nov 7, 2003 (gmt 0)

There system seems to have been better over the last 12 hours or so.

However, I am still really struggling to get anyone to help me - I have emailed and phoned twice regarding transactions that were done before the system went down but were not completed (pre-auth). When I try to complete them, they all produce errors now. So things are not as normal.

Transactions that have been done in the last day or two complete fine, just those outstanding from Monday and early Tuesday.

StanTheMan




msg:629830
 2:48 pm on Nov 7, 2003 (gmt 0)

Can anyone get onto the site the moment? and is any struggling with the callback system?

Having no joy at present. Its number is in my speed dial any yet no answer...

Becoming increasingly frustrated!

PCInk




msg:629831
 3:04 pm on Nov 7, 2003 (gmt 0)

I'm live with NetBanx now and have completely removed WorldPay from my sites payment options.

Still fustrated, they said the customer services manager will ring back before 2pm, it is now 3pm and my issue needs to be resolved today, and it must affect other customers too.

NetBanx said they have been inundated with WorldPay customers this week. Smiles for them, unfortunately they may lose the smile when we stop using them as they are more expensive than WorldPay.

StanTheMan




msg:629832
 3:17 pm on Nov 7, 2003 (gmt 0)

More expensibe than WorldPay! WOW they must be high.

shady




msg:629833
 6:39 pm on Nov 7, 2003 (gmt 0)

Worldpay are cheaper than Netbanx for bureau service - I have not found anyone cheaper so please let us know if you know of anyone.

I have looked into a proper merchant account and have found that it would have saved me 13k over the last 3 years in charges. I think it is time to get one!

Regards
Shady

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