We are aware of those issues and as soon as our payment gateway’s services are stable again, we will go through all the recent transactions, verify them and either add them if they are missing from your history or refund any extra charges.
Update 2019-06-18 10:12 UTC: PayPal has resolved this issue on their side. We’ve double checked all transactions since the 11th, added any payment that was missing and refunded any customer that was double charged.
We will update this entry as soon as we have more information.
Update 2018-12-12 14:48UTC: We applied a patch to our webmail instance a few days ago and haven’t seen an issue since, so we are going to go ahead and mark this as fixed. Feel free to raise a ticket if you are still experiencing issues.
We recently made some changes to the way customers should make their payments or add their credit cards for monthly recurring charges. The major customer facing change was that Paypal’s UI would be used instead of our control panel.
That decision was made to further secure our systems, where we wouldn’t capture customer’s data at all in our platform, not even temporary, before transmitting them to Paypal’s API to be processed.
Unfortunately, this caused some issues with payments, for example customers were being asked to create a Paypal account, even though one shouldn’t be needed, or being charged extra fees from Paypal’s side.
Those were issues we haven’t seen during our testing period or for the last few years that Paypal has been our default gateway. Taking them into account, we’ve reverted our changes and you should be able to make payments or add your payment sources using our control panel directly again.
We will re-deploy the changes as soon as further testing is done, with an ETA of mid-January.
2018-07-18 18:15 UTC: At this time, we’re unable to process manual payments and cannot set up new payment sources for automatic monthly billing. We’re working to resolve the issue and will update this post when more info is available.
2018-07-18 19:15 UTC: We’ve track this issue down to our payment pre-processor. We are working with them to resolve this.
2018-07-19 15:56 UTC: The issues with our payment pre-processor have been resolved.