Summary
Earlier this morning, shops in the EST and CST time zones experienced payment errors on the Dripos Card Reader as they opened. Transactions were displaying as failed despite processing successfully. This was caused by a bug introduced overnight by Stripe, our payment processor, and has since been resolved. All transactions that went through are accounted for, and we are actively correcting how they appear in your reporting and transaction history.
Timeline (Eastern Time)
- ~3:00am — Our internal logs indicated an automatic Stripe update was returning incorrect values for certain payments data that is communicated to platforms like Dripos.
- ~6:30am — Our support team began receiving reports of payment errors on the Card Reader and POS.
- ~7:00am — An internal incident was initiated and our engineering team was alerted.
- ~7:10am — Issue was escalated to our highest priority level as it appeared Card Reader payments were failing across the board.
- ~7:18am — Status page report opened for this incident. Updates were provided every 15-30 minutes on the status page. As Dripos remained online, guidance was set to process transactions via Manual Card, Cash, and other payment types.
- ~7:40am — While deploying a fix, we recommended shops switch to offline mode to continue processing transactions as it temporarily slowed down our infrastructure.
- ~8:15am — Internal testing confirmed the deployed fix resolved the incident and restored all Card Reader functionality.
- ~8:26am — Resolution posted to Status Page and all issues fixed for shops affected.
- ~11:15am — Stripe confirmed the issue originated on their end and that a fix was being implemented.
- ~11:49am — Stripe formally acknowledged this as a regression issue on their part and confirmed the resolution path.
Root cause
Dripos's internal logs traced the issue to an automatic Stripe update around 3:00am, which removed a data field our system relies on to confirm payment status. Because that field was missing, our code interpreted the transactions as failed and surfaced an error to shops and patrons, even though the payments had actually gone through. Stripe has confirmed this was a bug on their end and we’ve implemented a fix.
What we're doing next
- Our engineering team is reviewing all transactions from this morning and backfilling our database so that payment information appears correctly in your reporting, transaction history, and receipts. All “Pending Payment” transactions will be confirmed.
- Any duplicate transactions that resulted from the incident are being identified and refunded automatically.
- Additional fees associated with manual card processing during the outage will be refunded automatically.
- We are implementing fallback systems to prevent incorrect Stripe data fields from blocking a successful transaction.
Closing note
We know how disruptive payment issues are, and we take seriously the trust you place in us to keep your operations running. While the root cause was outside of our control, getting you back online and making sure your records are accurate is fully our responsibility. We are committed to seeing that through completely.
Thank you for your patience today. If you have any questions or concerns about specific transactions, please reach out to our support team directly.