Modulus Labs - Partner Downtime Incident – Incident details

All systems operational

Partner Downtime Incident

Resolved
Major outage
Started 4 months agoLasted about 4 hours

Affected

QRPH API

Major outage from 3:20 AM to 7:21 AM

Updates
  • Resolved
    Resolved

    We’d like to provide an update regarding the QRPh QR code payment issue.

    The system is now back up, and QRPh transactions are processing successfully again.

    NextPay and Netbank have scheduled a root cause analysis (RCA) session tomorrow, July 28, to investigate the incident in detail. We will share the findings with you as soon as they become available.

    We sincerely apologize for the downtime and any inconvenience this may have caused. Thank you for your patience and understanding throughout the disruption.

  • Update
    Update

    We’d like to provide an update regarding the ongoing QRPh QR code payment issue.

    As of this time, 2:00 PM, there is no change in status. We continue to experience downtime across QRPh transactions. We are still monitoring the performance of other wallets and banking apps.

    We remain in close coordination with Netbank and will continue providing hourly updates until the issue is fully resolved.

  • Monitoring
    Monitoring

    We’d like to provide an update regarding the ongoing QRPh QR code payment issue.

    We are experiencing downtime again across QRPh transactions. We are continuing to monitor the situation closely and remain in communication with Netbank for updates. Rest assured that we will keep you informed as we learn more.

    Hourly updates will continue.

  • Identified
    Identified

    We’d like to provide an update regarding the ongoing QRPh QR code payment issue.

    We conducted another round of testing, and we're seeing signs of partial recovery. So far, transactions are now successful via the following wallets and banks:

    • BPI

    • PNB

    • GoTyme

    • ShopeePay

    • Maya (PayMaya)

    However, GCash transactions are still returning a “Payment Failed” message.

    We're also seeing some successful transactions coming through from StoreHub merchants on our dashboard.

    We will continue to provide hourly updates to keep you informed as the situation progresses.

  • Investigating
    Investigating

    We are currently experiencing a partner downtime. Our QRPh acquirer has indicated that this appears to be a Bancnet issue where
    QRPh QR codes generated by our platform are failing to process payments when scanned via major e-wallets and
    mobile banking apps. The acquirer said that the current issue affecting QRPh QR code payments appears to be related to a service disruption on the BancNet/Instapay side and that this issue is impacting other banks as well.

    Impacted wallets include:

    • GCash

    • Maya (PayMaya)

    • BPI

    • PNB

    • GoTyme

    • ShopeePay

    End users are consistently receiving a “Payment Failed” message upon attempting to make a payment using these wallets.

    We are treating this as a priority and are actively investigating the root cause. We will keep you updated as soon as we have more information or a resolution.

    Please let us know if you're observing similar issues or have any insights that could help with the investigation.