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Worldpay Down Again

Wonder what the problem is this time?

     
6:47 pm on Oct 2, 2004 (gmt 0)

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Oh dear, it has happened again ... Customers can't pay using Worldpay.

I guess Worldpay will need to provide a good explanation this time -

The person I spoke to says probably not a Denial of Service attack, but a "communications problem" - the datalink with the banks is down she says ...

I am sure if that were the case, they would have a procedure to deal with it.

Oh well, looks like there is going to be another round of compensation payments and, since this is the 2nd time, moves by more websites to get back-up payment services in place.

7:18 pm on Oct 2, 2004 (gmt 0)

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worldpay is horrible
I would not recommend use it anyway
7:37 pm on Oct 2, 2004 (gmt 0)

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jgar - did you get compensation from them last time? I pushed for it, but never received any. I just got an apologetic letter!
7:38 pm on Oct 2, 2004 (gmt 0)

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WorldPay has been pretty good to me but this downtime really hurts. With the problems with Authorize.net and now WorldPay I feel the need more than ever to have multiple credit card processors.
8:14 pm on Oct 2, 2004 (gmt 0)

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I use a monitoring script to fetch the status pages of all the companies which are important to my business and alert me of changes. In case this helps anyone, WorldPay publishes their current system status here:

[support.worldpay.com...]

8:44 pm on Oct 2, 2004 (gmt 0)

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Thanks Upside

The official Worldpay message on telephone, website etc is "Intermittent" problems with payment and "some customers" are experiencing problems.

If you take our evening, then this is not an intermittent problem, but one that must be effecting pretty much every person who tries to pay - I wish Worldpay would be more honest about these things -it has been going on for 5 hours now, and still there is no statement about the problem.

Our account manager called just now to explain the situation - in fact he didn't have any extra information.

9:22 pm on Oct 2, 2004 (gmt 0)

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Seems they're up again?
If this was a DOS attack, then hats off that they solved it this quickly.
If not, I will be very interested to learn what happened.
9:22 pm on Oct 2, 2004 (gmt 0)

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Status just changed to:

We regret that access to our payment and administration systems is severely disrupted due to a planned and large scale Denial of Service (DDOS) attack by a third party. We are processing payments, but far slower and fewer than we normally would. We are executing our contingency plans to move to full restoration of the service but cannot at this point in time predict when all customers will have the service restored without further interruption.
9:32 pm on Oct 2, 2004 (gmt 0)

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Seems to be working ok at the moment, even though it does still say that...
4:34 pm on Oct 3, 2004 (gmt 0)

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Ugh! It's down again. Was working fine all morning, too. :(
4:40 pm on Oct 3, 2004 (gmt 0)

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Grrr - and I thought it was back to normal!

Anyone got any tips on getting compensation out of them?

5:39 pm on Oct 3, 2004 (gmt 0)

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I got compensation last November.

So they do pay it out - but there are some very tight restrictions.

5:45 pm on Oct 3, 2004 (gmt 0)

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Luckily my orders get saved into my database before I redirect to Worldpay. This way, I'm able to call any customers that have failed to pay - most are quite happy to give their card details over the phone for me to put through when it's working again.
5:52 pm on Oct 3, 2004 (gmt 0)

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I suggest itemizing all your lost sales and sending the info to Worldpay and demanding compensation for lost trade and also for all the admin time spent keeping customers up to date

This is the online equivilant of someone locking the doors on your store. It's simply not good enough. I don't think they really take it very seriously. We put hundreds of thousands of through Worldpay and it appears that RBS have spent too little on security to prevent this recurrent DDOS problems.

I can't access any Wrodlpay pages at all again. Seems they've shut the whole system down.

6:47 pm on Oct 3, 2004 (gmt 0)

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Judging by our received orders, the whole system has been down for the last 2 hrs.

Even the link to current service status is unavailable.

8:54 pm on Oct 3, 2004 (gmt 0)

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I didn't manage to get any compensation out of them last time, despite it coninciding with a large advertising promotion which was essentially wasted money.

Has anyone got any experience with Protx? It seems better value for money in terms of transaction fees etc. Also - judging by other posts - do people generally setup 2 different payment providers now so that it's possible to switch from one to another?

This latest DDOS attack is particularly hurtful as we've just begun to build a head of steam in terms of online orders and traffic - this is the sort of thing that stops users coming back to your site or recommending it to others...

7:11 am on Oct 4, 2004 (gmt 0)

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With Worldpay service still down, we are going to look at protx seriously as an alternative.

There fees estimator suggests we could save over 30K a year, and we were considering spliting an element of our business to feed to a pick and pack service provider anyway. So having a backup processor is looking very attractive, particularly if this lasts as long as the last Worldpay attack.

They (protx)claim to integrate with most of the major off the peg shop models, but we do not know how efficient and what degree of service they offer.

Would also be very interested to hear from anyone using Protx currently.

8:28 am on Oct 4, 2004 (gmt 0)

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I looked at ProTx, but found that they were more expensive than WorldPay.
8:50 am on Oct 4, 2004 (gmt 0)

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I actually moved to Protx from WorldPay for a while, but their service was so poor I moved back to WorldPay again. Really wasn't impressed. They have also suffered a serious DDOS attack recently.
8:57 am on Oct 4, 2004 (gmt 0)

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Still down here. Arghh! Got some orders yesterday (Sunday 3rd October) but now can't login to Administration backend.
9:03 am on Oct 4, 2004 (gmt 0)

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Seems to back again here in North Yorkshire though worldpay web sites are still shagged. .com/admin is down

Try [select.worldpay.com...] to access admin it works for me and customer can place orders 'cos we got a few overnight and my test worked ok

The story was on Radio 5 this morning - they just read out WP's press releases about it running slow etc which as we all know if garbage - it either works or it doesn't. But at least its getting some national reporting.

Once we're all through this we need to campaign them for compensation, and more importantly to get RBS to take these matters more seriously and to put hardware in place to stop it happening or to have alternative networks that they can switch to.

9:17 am on Oct 4, 2004 (gmt 0)

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You are unlikely to get compensation unless you have a business bank account (not a personal bank account) with an RBS bank. Natwest is fine.

To get compensation, you need to ring your business account bank manager and ask them to get the procedure information. It took about ten weeks for me to get compensation last time, but they paid one and a half times the amount I think I had lost.

That paid for the set-up costs for NetBanx (they offered a discount - you will probably find that they will offer you a discount today, if you tell them you are a WP customer). Three days it took to set the account up - but I have lost just a few orders since - such as Saturday night - but quickly flicked over to NetBanx on my site, so I lost about two hours worth of orders.

Though one plus to WorldPay this time - they are emailing customers of theirs to tell them. Just got another one. They did not do this last time.

The big lesson? Have a backup account (even if it is only PayPal or NoChex). This attack can happen to anyone (including ProTx, NetBanx, PayPal, NoChex and WorldPay).

10:55 am on Oct 4, 2004 (gmt 0)

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Now in the bbc news online too
[news.bbc.co.uk...]