» Published on Mon, 20 Jun 2022 07:53:00 +0000

• Resolved

  The Wallet service has been monitored overnight with no further issues observed since yesterday at 15:32. The CBS have also not reported any further issues and have been able to continue to adjust wallet balances and replace cards through salesforce. We are still awaiting updates from our 3rd party ACI a Post Incident Review will be held to understand contributing factors and resolution. No further updates.

  » Updated Tue, 21 Jun 2022 08:58:00 +0000

• Update

  Connection to ACI has been steady since services were restarted, and wallet is still working as expected. We are still awaiting further details from ACI so we can establish what caused this incident and what can be done to resolve it. Next update 10:00 unless the situation changes.

  » Updated Mon, 20 Jun 2022 15:53:00 +0000

• Update

  Some services have been restarted to restore a connection to ACI. Since then requests have come back to a more normal volume. We are awaiting ACI to investigate the issue and update us. Members should be able to view balances again and CBS should be able to make wallet adjustments and order replacement cards. Next update 17:00 or sooner if the situation changes.

  » Updated Mon, 20 Jun 2022 15:04:00 +0000

• Investigating

  We have observed that wallet connections are intermittently unavailable again. This has been investigated and it appears that ACI servers are intermittently not presenting any certificates. This has been raised with our 3rd party supplier ACI to investigate. Next update 16:00.

  » Updated Mon, 20 Jun 2022 13:58:00 +0000

• Resolved

  Following a restart of a couple of APIs we have been able to re-establish a connection with ACI and certificates are running again. Customers are able to see their reward balance and CBS have confirmed that they are able to replace cards and update balances. A PIR will be scheduled. No further updates.

  » Updated Mon, 20 Jun 2022 08:46:00 +0000

• Investigating

  We are currently investigating an issue with the membership wallet it appears our 3rd party support ACI are not returning a certificate. This means customers will be unable to register, replace cards, view balance and there may be a delay signing into their membership account. The Co-op Business Services (CBS) desk will also not be able to replace members cards or adjust wallet balances in salesforce. The team are investigating. Next update 10am.

  » Updated Mon, 20 Jun 2022 07:53:00 +0000