SagePay down *again*

[quikshop]

I was with SagePay for many years and had no problems as i was with Protx.

Lies!!!

We had no end of problems with Protx, they used to be particularly vunerable to DoS attacks. Moving to Worldpay was one of my better decisions, although more expensive their service is significantly more robust than SagePay.

Worldpay have their own issues, crappy user interface, at times flakey support but their core purpose of processing transactions is unquestionably robust.

 

[cjd]

How will you handle the transfer of customers with repeat billing and continuous authority?

We've often considered dual sourcing - and will probably finally do it - but that difficulty has always made is draw a deep breath.

 

[Cornelias Bailey Singh]

thank you for your response but do we not have the freedom to express our feelings and concerns on this forum and then advise others?

 

[sysops]

thank you for your response but do we not have the freedom to express our feelings and concerns on this forum and then advise others?

Oh come on...

 

[dynamic08]

I am with llyods / cardnet and they partner with sagepay. (new venture)

Would I be mad to join up to sagepay?

 

[deniser]

Sorry to hear of your problems Sysops.

Sagepay seems to be the payment gateway that most people use. We came under pressure to use it as well from our new web designers but we are sticking with Secpay. I have been happy with them for the last 3 years and can't remember any significant downtime. They always answer the phone straight away and are very responsive. Charges are about the same as Sagepay.

We have kept Paypal on a switch as a back up but haven't had to use it at all so far.

 

[sysops]

It's my fault really - I shouldn't have put up with it for so long. But you know what it's like, the longer you're with a company, the more reluctant you are to leave.

Last night did it well and truly, after the losses we experienced in that 3.5 hour period, there is no way I could stay with them. I can't remember ever being that angry before, seeing hundreds of orders piling up and not going through.

 

[Piqueperfumes]

Sorry to hear of your problems Sysops.

Sagepay seems to be the payment gateway that most people use. We came under pressure to use it as well from our new web designers but we are sticking with Secpay. I have been happy with them for the last 3 years and can't remember any significant downtime. They always answer the phone straight away and are very responsive. Charges are about the same as Sagepay.

We have kept Paypal on a switch as a back up but haven't had to use it at all so far.

Thanks Deniser, Just had a look at Secpay (Paypoint it now appears) and looks worth a try
Cheers, Phil

 

[Waveney Books]

Just had the usual message from the MD email.




Makes no difference, this time I'm leaving. After 10 years of using them, last night was the final straw. £6500 lost during that outage.

We pay these people hundreds of pounds a month. It's unacceptable that it went down in the first place. It's unacceptable that it stayed down for that long.

Instead of hiring more PR people to tweet platitudes, they should look at hiring some competent techs.

I am still fuming.

I'm not surprised you're still fuming. Who wouldn't be? £6500!

 

[sysops]

I'm not surprised you're still fuming. Who wouldn't be? £6500!

I normally move on pretty quickly, but strangely I still hate SagePay...

 

[debbidoo]

Sysops, is it still the pricing that puts you off using SecureTrading? As you know, I used to work there, and I suspect that with the sort of volumes and values you're putting through every month (and through so many stores as well), you may well be able to negotiate a bit of a discount. Happy to have a chat with them for you if it helps - just drop me a note of the volumes/values we're talking about, and I'd be happy to ask for you

 

[sysops]

Sysops, is it still the pricing that puts you off using SecureTrading? As you know, I used to work there, and I suspect that with the sort of volumes and values you're putting through every month (and through so many stores as well), you may well be able to negotiate a bit of a discount. Happy to have a chat with them for you if it helps - just drop me a note of the volumes/values we're talking about, and I'd be happy to ask for you

Thank you for your kind offer

Since I'm half way through switching to Iridium, I think I'll carry on with that and see how it goes. However, any funny business and I will not hesitate to take you up on that!

 

[PayVector]

I have used Iridium before, we had a backup account with them for a while. They are a decent bunch, and seem to have a good solution. The big problem for me is I don't have any data on downtime, and there is a big "better the devil you know" element.

Iridium runs three full fledged gateway entry points. Each is geographically dispersed and on different core Tier 1 backbone providers. We run each live/live/live which means your systems can use any that it can speak with. The idea is your site may be up. The gateway may be up but someone inbetween is having issues. Using a method we call merchant side failover your site can instantly on the fly fire a transaction at the secondary or tertiary cluster if it cannot for whatever reason use the primary.

We also give access to three management consoles in the event of a total datacenter level failure at the primary location. This means you can continue administrating your transactions without interuption.

Company history is we are a joint venture with Datacash which for those of you in the know was just purchased by Mastercard for 300+ m GBP.

We supply pre-written code packs in all the common web languages which have in built some pretty cool functionality that allows you to take advantage of our cluster deployment setup. They are 95% of the integration work and written by the team that wrote the gateway software in the first place.

I will contact all the posters in this thread to see if there is something we can do to help your situation. There are also plenty of people on these forums that use and am sure will stand as reference.

Any questions PM Me.

 

[debbidoo]

Datacash... now that's a name that's been around in the payments industry for a very long time

I've heard a lot of good things about Iridium, and I've seen you give a lot of really good, helpful advice on UKBF - something a lot of the other players really don't seem to be that bothered about

 

[PayVector]

Datacash... now that's a name that's been around in the payments industry for a very long time

I've heard a lot of good things about Iridium, and I've seen you give a lot of really good, helpful advice on UKBF - something a lot of the other players really don't seem to be that bothered about

I have found it much more effective a recruiting tool to give out advise and knowledge . I have seen loads of people on here that have been given very bad advise from within the industry so I feel it is my job to put them on the right path.

I like a forum super hero. Now I just need a super hero name.

 

[NuBlue]

'Iridium' sounds like a superhero name already! You just need a cape

 

[deniser]

I've heard a lot of good things about Iridium, and I've seen you give a lot of really good, helpful advice on UKBF - something a lot of the other players really don't seem to be that bothered about

Agreed, much of it given to me, thanks Iridium.

 

[outercircle]

I've just received this from Sage Pay regarding a fault I've been having problems with - it appears they know how to fix it but can't be bothered just yet.


[FONT=Verdana, Helvetica, Arial]I am writing to confirm that we have scoped the fix to this problem and this requires a change to our gateway. However we are in system code freeze until February 2012 which means we will not implement the fix until this date.

I apologise that we cannot get this implemented any sooner as I appreciate how frustrating it is for you, the fault is now logged in our roadmap and will be addressed as soon as we are able.[/FONT]

 

[outercircle]

I've just received this from Sage Pay regarding a fault I've been having problems with - it appears they know how to fix it but can't be bothered just yet.


[FONT=Verdana, Helvetica, Arial]I am writing to confirm that we have scoped the fix to this problem and this requires a change to our gateway. However we are in system code freeze until February 2012 which means we will not implement the fix until this date.

I apologise that we cannot get this implemented any sooner as I appreciate how frustrating it is for you, the fault is now logged in our roadmap and will be addressed as soon as we are able.[/FONT]

 

[LianneF]

May I ask what the fault actually is that they can't fix until Feb to see if it effects anyone else on here?

 

[KateCB]

I've just received this from Sage Pay regarding a fault I've been having problems with - it appears they know how to fix it but can't be bothered just yet.


[FONT=Verdana, Helvetica, Arial]I am writing to confirm that we have scoped the fix to this problem and this requires a change to our gateway. However we are in system code freeze until February 2012 which means we will not implement the fix until this date.[/FONT]

[FONT=Verdana, Helvetica, Arial]I apologise that we cannot get this implemented any sooner as I appreciate how frustrating it is for you, the fault is now logged in our roadmap and will be addressed as soon as we are able.[/FONT]

What is the fault please? - ours appears to be working today, however last Friday it shut down everytime we tried to access it - might be asking for a reduction in the rate per month if they can't rovide the service I'm paying for reliably!

 

[sagepaysupport]

I've just received this from Sage Pay regarding a fault I've been having problems with - it appears they know how to fix it but can't be bothered just yet.


[FONT=Verdana, Helvetica, Arial]I am writing to confirm that we have scoped the fix to this problem and this requires a change to our gateway. However we are in system code freeze until February 2012 which means we will not implement the fix until this date.[/FONT]

[FONT=Verdana, Helvetica, Arial]I apologise that we cannot get this implemented any sooner as I appreciate how frustrating it is for you, the fault is now logged in our roadmap and will be addressed as soon as we are able.[/FONT]

Hi There

Is it possible to provide me with a little further information so i can investigate this issue? If you can provide me with your email address to which you received this reply and your vendorname i will look at this immediately for you.

Thanks

 

[MikeInTheMiddleAgain]

SagePay seem to be going through one of their periodic 3rd man (T3M) issues again - I use the admin and reporting API as well as MySagePay and it looks like 3rd man details data has not been returning for transactions since the 5th October for either the API or on the fraud results details on mysagepay.

I raised it as a support issue on Friday 7th and chased on Monday and was told that they were aware of the issue (others had also reported it apparently) and it was being treated as a priority by their dev team - a fix should be in place within a couple of days... needless to say today it's still not fixed...

I'm curious as to why it mainly seems to be 3rd man in particular that has issue around it, and also as to why this issue, if it is a priority issue, with plenty of people affected, isn't appearing in the SagePay system monitor page?

Surely plenty of people use the 3rd man details as a part of the decision making process in combating fraud?

If it was easy & inexpensive to change Payment gateways or have a fallback provider then I think I'd be looking at right now...

Freebie idea for all the payment gateway providers out there : you pay for all the integration costs involved in switching to you and then people would find it a lot more palatable to change providers - providing, of course that you maintain a great and reasonably priced service thereafter

 

[MikeInTheMiddleAgain]

Hah! just literally finished off my previous post and got this from SagePay:-

"Hi,

Thank you for your patience,

Ref -Issue with Admin & reporting API - command 2.66 getT3MDetail - Error 2184 Invalid t3mtxid

Our Live Service team in london have now been able to replicate this issue and have identified a problem at out end we are trying to roll out a fix now to resolve this so will update you soon.

Thank you again for your patience. "

Lets hope the fix works!

 

[MikeInTheMiddleAgain]

I use the admin and reporting API as well as MySagePay and it looks like 3rd man details data has not been returning for transactions since the 5th October for either the API or on the fraud results details on mysagepay.

For those of a more technical frame of mind - the issue seems to revolve around the fact that the 3rd man transaction ID rolled over from a nine-digit integer to a ten digit integer somewhere between the 4th & 5th of October - data validation issue I reckon...sheesh! - who'da thought a steadily incrementing integer might eventually count up over a certain number of digits eh?!

Grumble Grumble Grumble Mutter Mutter Mutter

 

[sagepaysupport]

SagePay seem to be going through one of their periodic 3rd man (T3M) issues again - I use the admin and reporting API as well as MySagePay and it looks like 3rd man details data has not been returning for transactions since the 5th October for either the API or on the fraud results details on mysagepay.

I raised it as a support issue on Friday 7th and chased on Monday and was told that they were aware of the issue (others had also reported it apparently) and it was being treated as a priority by their dev team - a fix should be in place within a couple of days... needless to say today it's still not fixed...

I'm curious as to why it mainly seems to be 3rd man in particular that has issue around it, and also as to why this issue, if it is a priority issue, with plenty of people affected, isn't appearing in the SagePay system monitor page?

Surely plenty of people use the 3rd man details as a part of the decision making process in combating fraud?

If it was easy & inexpensive to change Payment gateways or have a fallback provider then I think I'd be looking at right now...

Freebie idea for all the payment gateway providers out there : you pay for all the integration costs involved in switching to you and then people would find it a lot more palatable to change providers - providing, of course that you maintain a great and reasonably priced service thereafter

Hi There

I realise you have already received a brief response on this but just to give you a little more information;
Our development team have this fix implemented on our test servers at the moment but are keen to only release this once fully tested.

Whilst i do apologise for the inconvenience we do offer 24/7 telephone support and can advise on any transactions you wish to check over the phone.

Should you need anything further please just let me know.

 

[quikshop]

Hi There

I realise you have already received a brief response on this but just to give you a little more information;
Our development team have this fix implemented on our test servers at the moment but are keen to only release this once fully tested.

Whilst i do apologise for the inconvenience we do offer 24/7 telephone support and can advise on any transactions you wish to check over the phone.

Should you need anything further please just let me know.

It is one problem after another with SagePay. I doubt there is another UK based PSP with the same volume of technical problems as you inflict on your customers.

I used to think Protx where a bit shaky when taken down annually by a DoS attack, but compared to SagePay's recent history they provided a much higher availability.

 

[MikeInTheMiddleAgain]

Hi There

I realise you have already received a brief response on this but just to give you a little more information;
Our development team have this fix implemented on our test servers at the moment but are keen to only release this once fully tested.

Whilst i do apologise for the inconvenience we do offer 24/7 telephone support and can advise on any transactions you wish to check over the phone.

Should you need anything further please just let me know.

Hi,

Thanks for the quick response on here.

I am aware, (and your customer service representative did remind me when I spoke to him on Monday), that the 3rd man data is available over the phone - however this is somewhat time consuming if there's a number of transactions to query - and surely can't be efficient from your perspective either.

I would still like to know why issues like this don't seem to appear on the SagePay Monitor page - is there a threshold number of complaints or severity of incident before an issue does get posted there?

I do understand that The Third Man are a separate entity from yourselves so inevitably there will be occasional problems but the third man issues do seem to be the ones that stick around for a while...

On the whole I do like the Sagepay service and find the admin and reporting api very useful - please understand the frustration I feel (and I'm sure others feel too) is mainly due to the lack of information that comes through to us as customers to make us aware there is a problem in the first place and the time of response to fix these problems.

Mike

 

[MikeInTheMiddleAgain]

Same issue just over a year later.

Not been getting 3rd man details from My Sage Pay since middle of last week sometime - anyone else?

So, So impressed with Sagepay - NOT!

 

[kulture]

I'm moving. Increased charge and poor service. Time for a better suplier.