(Locked) Update on Payment, Search and Support Ticket Issues

Hi everyone, We apologise for any inconvenience caused by the various site issues over the past 7 hours. eSupport is now back up and our tech team are working hard to resolve all known issues. If you have experienced any of the issues below we ask that you read through this post, follow the instructions and bear with us. We’ll keep you updated here and via Twitter.

What Happened

• Our Search Engine (SOLR) failed at 3:20AM AEDT, so searches were timing out
• The Marketplaces were unable to process a number of PayPal responses— payments made were successful but were not being updated on the site
• Users were not able to download items they purchased
• Credits were not appearing
• eSupport had some intermittent issues where tickets could not be submitted nor replied to
• The review queue was affected (backed up)

• We disabled Search
• We restarted eSupport

• Search is back up, the site is functioning normally
• Paypal transactions are now being processed successfully— purchasing is back to normal
• Credits are now being processed successfully
• eSupport is up
• The review queue issue has been resolved

• Investigating root causes to all issues

• Please be patient, we are working on resolving these issues asap.
• If you have made a payment, it has gone through and you will receive your item.
• Please don’t re-purchase any items as it will result in multiple purchases.
• Opening up a PayPal dispute at this stage will complicate the process and may cause disruption to your Marketplace account. Resolving a large amount of individual disputes will hold up support.
• If you purchased multiple items in error and would like to request a refund, we’ll be happy to sort that out for you. Please do not submit a Support ticket yet; we’ll let you know when and where to get in touch.
• Please hold off on submitting support tickets if you are experiencing any of the issues below. We will keep you updated on this thread.
•  eSupport is now running normally, feel free to contact us if you are experiencing unrelated issues.

Thank you, Carmen.

How is this any different from when the search was working? buh-dum-tiss

Seriously though, way to be on top of things team! Thanks for keeping us all in the loop.

Thanks.

Was it a hacker attack!!!!

You are simply gorgeous. =]

Very detailed information, thanks!

Will this issue be causing a delay on items in the review queue?

Good and fair communication. Thanks.

Hmm that answers all of my questions. Thnx