On Monday 9th, Wednesday 10th and Friday 13th September, we had issues with our payment processing network. This meant that some customers may have had their payments declined when using their Curve card.
There is no time when downtime is acceptable and we understand that having a payment declined is both embarrassing and frustrating. The service that you have experienced during this period was not acceptable.
One of Curve’s leadership principles is ‘Obsess About the Customer’ which, put simply, means that you are our first priority. You trust us to provide a reliable and faultless service and you should not have to experience any of your payments being incorrectly declined when using Curve.
Over 500k customers have signed up to Curve since we launched and this number is continuing to grow. This means that more and more people are relying on Curve for their everyday & overseas spending.
Our mission is to help people simplify & unify how they spend, send, see & save money. We want Curve to be the only card you need to carry, so when something happens that stops your Curve card working, we rightly expect you to voice your concerns. We wanted to respond to the comments and questions we received from our customers and to explain how and why this downtime happened.
Why does downtime happen in the first place?
Everytime you make a payment with Curve, there are many small interconnected steps that need to happen for a payment to go through successfully. A breakdown at any point in this payment chain can cause a payment to decline.
This is not exclusive to Curve and happens with every single card payment made both in store and online.
Disruption to any part of the payments network are often out of our control. We rely on the network running efficiently to give you a seamless spending experience.
One cause of downtime is scheduled maintenance. In other cases, downtime can happen without any warning. We have systems in place that trigger a notification alerting us when something isn’t right. When any situation arises, we focus all of our attention on getting things back up and running as soon as we can.
We also recommend our customers to subscribe to our status page. The status page provides a live update on the status of our systems. If there are disruptions in the running of any of our services, you will receive notifications via email or SMS, explaining what is happening, how you may be affected and when the issue has been resolved.
Why were payments declined during this downtime?
The respective incidents that happened between Monday 9th, Wednesday the 11th & Friday 13th were caused by connectivity issues between our payment processor and the Mastercard Payment Network. In short, Curve was not receiving the information needed to successfully authorise the payment.
Following these incidents, we performed an in-depth review with our payment processing partner. The root cause of the issue was identified as a capacity issue within our processing partners infrastructure. This affected the connectivity of some services and slowed down and disrupted others. Unfortunately, the payment authorisation step between Curve and our payment processor was impacted.
What are we doing to stop this happening?
We take full responsibility for the issues that occurred and it is our responsibility to make things right.
The most pressing concerns have been addressed and fixed by our processing partner, with vital services running on bigger, isolated hardware to prevent a recurrence of these issues.
We are currently assessing the options open to us as we continue to experience massive user growth and a corresponding increase in the number of transactions that we process. Our absolute priority is to provide a faultless service for our customers and we will be taking significant steps towards ensuring that this objective is met over the coming weeks and months.