Tyro Incident number
315438
Description of Impact
During 11.50am - 4.30pm on 14th August 2019, Tyro customers experienced intermittent declined transactions when processing Visa cards. The issue was isolated to only one Australian banking provider.
Technical Root Cause
We were alerted to the issue by an automated check in our monitoring system that watches for unexpected transaction decline metrics. We investigated into the root cause of the failures and found they were clustered around a BIN number (Bank Identification Number) that corresponded to a VISA card provided by an Australian banking provider. We followed up with Visa support and they were able to confirm that the provider was having a known issue that was causing the spikes in declined cards.
Communication During Incident
Tyro’s status page (status.tyro.com) was updated throughout the incident including a recommendation that, in the event of a decline, customers should try another card to process the transaction.
Prevention
N/A - this issue was outside of Tyro's control. However, we will continue to proactively update our status page whenever an issue impacts one of our core systems and, where possible, provide customers with detail regarding any 'work around' solutions.
Whilst this is outside of Tyro's control, we are continuing to closely monitor our systems to ensure they return to normal as soon as possible.
In the meantime, please try an alternative payment method for any transactions that are declined. Tyro apologises for any impact being experienced by our customers.
We're in the process of investigating and will provide further updates shortly.
In the meantime, please try an alternative payment method.
We're in the process of investigating and will provide further updates shortly.
In the meantime, please try an alternative payment method.
