Autopsy: Why card top ups and payments were failing 😱

Chad West

 Β· 06/02/2018  Β· 06/02/2018

If any of your bank cards are Visa, chances are you've had a pretty tough 24 hours.

Over the last 24 hours, Visa has been experiencing service disruption across Europe which has resulted in payment and top up failures for many of our customers.

So, in full transparency, we wanted to put together a brief autopsy on what went wrong and how you may have been affected as a result of the service disruption.

So, what exactly happened? βœ‹

While the details are incredibly vague at this point, we have been informed that the service disruption was caused by a hardware issue within one of Visa's European systems.

Visa have also stated that they have no reason to believe that this disruption was caused by any unauthorised access or cyberattack.

How was Revolut affected? 🚨

There are two ways in which our customers could have been affected.

Customers with Revolut Visa cards

Firstly, hundreds of thousands of our customers have Revolut Visa cards and therefore would not have been able make payments or withdraw cash from ATMs.

Customers who top up via a Visa card

If your Revolut card is MasterCard but the bank card you use to top up your account with is Visa, your top up would have failed.

How did you notify customers? πŸ“²

Staying true to our crisis management strategy, we took the following steps to reach out to customers and inform them of the disruption:

βœ… Sent out a push notification informing all customers.

βœ… Placed an information banner on the landing page of the app.

βœ… Updated all of our social media accounts.

βœ… Remained in constant communication with Visa for live updates.

βœ… Brought in other teams to work on customer support.

Has this issue now been resolved? πŸŽ‰

Yes, we were informed early this morning that the technical issue had been resolved and that all Visa cards should be fully functional again.

Since around 8am this morning (BST), we have had no major reports of any payment or top up failures, but please do reach out to our support team if any issues persist.

While this issue would have caused great inconvenience for a lot of people, we would like to thank our customers for their support, understanding and patience.

What if I was charged for a declined transaction? πŸ€·β€β™‚οΈ

To check if you have been affected, grab your phone and:

  1. Open the Revolut app and scroll throgh your transaction list
  2. Tap on the transactions you have been accidentally charged for
  3. Check the status at the top of the transaction screen

If the status of a transaction is shown as β€œPending”, you don’t need to worry. This means that your transaction hasn't cleared and that your funds will be released back into your Revolut account within 7-10 days (as soon as the merchant confirms the transaction was declined).

If the status changes to β€œCompleted” but you believe the transaction was declined, meaning you didn't receive the goods or services you paid for, please get in touch with us over the in-app chat and our Support team will be happy to help you file a chargeback request.

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