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Investigate MassPay failures on Apr 28 2016 #604

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rohitpaulk opened this issue May 2, 2016 · 15 comments
Closed

Investigate MassPay failures on Apr 28 2016 #604

rohitpaulk opened this issue May 2, 2016 · 15 comments
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@rohitpaulk

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@rohitpaulk
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#595 (comment)

None of our Paypal payments got sent out last payday

The reason code is mentioned as 3141, and I can't find that anywhere in Paypal's list
@rohitpaulk rohitpaulk self-assigned this May 2, 2016
@rohitpaulk
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Sent an email to Paypal support.

screen shot 2016-05-02 at 8 54 37 pm

@chadwhitacre
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😶

@chadwhitacre
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screen shot 2016-05-02 at 1 55 36 pm

@chadwhitacre
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Login retry worked ...

@chadwhitacre
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I'm gonna go ahead and call. This could be a big deal.

@chadwhitacre
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I mean, it already is a big deal, since we failed to pay out to people.

@chadwhitacre
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chadwhitacre commented May 2, 2016 •
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Here's the MassPay receipt from last Thursday: https://gratipay.freshdesk.com/helpdesk/tickets/4788.

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chadwhitacre commented May 2, 2016 •
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Finally made it through the phone queue ... then bumped to someone else ...

@chadwhitacre
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Okay, I have someone on the phone ...

Meanwhile, noticed this reply to @rohitpaulk's email ...

Thank you for contacting PayPal Customer Support. My name is [] and I am happy to assist you.
After viewing your account I do not see a denial reason on your account that would decline the transaction. I would suggest to try the payment again. It could have been a connection issue or internet interruption causing the error.

https://gratipay.freshdesk.com/helpdesk/tickets/4815

On hold again ...

@chadwhitacre
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@rohitpaulk Same basic response from phone support, but he did say that we're not the only ones affected. It's an "intermittent" issue that others are reporting as well; he added us to the list of those affected.

Okay! @rohitpaulk wanna retry the payout? Prolly apologize in the note.

@rohitpaulk
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Retrying...

@rohitpaulk
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Prolly apologize in the note.

"We're a bit late this week, sorry about that! Check #604 for details."

Does that work? cc: @mattbk

@mattbk
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mattbk commented May 3, 2016

Maybe be more specific? "This payout is for April 28 and was delayed, sorry about that! Check #604 for details."

@rohitpaulk
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rohitpaulk commented May 3, 2016 •
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Maybe be more specific?

I was impatient (went with the original), sorry 😞 My bad.

Masspay posted back. I manually checked for the user that wrote to support, their payment has been processed.

@chadwhitacre
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!m @rohitpaulk @mattbk

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