MindArk: DIBS payment issues - Statement by MindArk CEO David Simmonds

NotAdmin · Nov 16, 2012

During the last two weeks, several players reported issues with the DIBS payment system. Money was being deducted from their accounts, but they did not get any PEDs deposited into their accounts.

Today, MindArk CEO David Simmonds decided to give an update on this exclusively on EntropiaForum and PlanetCalypsoForum, and not bother with any of the other planetpartner forums. After all, why would you address the Entropia Universe community as a whole by means of a client loader message, or an RSS feed, if you can just stick to the forums owned by regular MindArk-HQ visitor Jason Peterson, and at the same time clearly make a statement against your Planet Partners that the only planet really important to MindArk is its own subsidiary Calypso?

Obviously MindArk after 10 years still has not figured out how to properly convey a message to the community. Helpful as we are, we figured we would help distribute the news.

Dear Entropians,

Below is a log of the events surrounding the credit card payment disruptions.
We are working on improvements to ensure that these unfortunate circumstances will not happen again.

As you can see from the below communication, it was very difficult for MindArk to communicate the correct information to the users.

Regards,

David Simmonds

On friday November 2, 11:15 CET, Dibs announced that payments were going through as normal, and after that we didn't hear from them until Monday November 5 when they reported continuous problems.

Dibs Administration was unavailable between October 30 (evening) and November 9 (afternoon). This means that it has not been possible to check the logs for faulty transactions, nor to refund during that period.

We now have to go through the logs, sort out the faulty ones, and refund them. All this has to be handled manually.

During the period October 30 to November 7 there was about 3200 transactions that had been charged and that now have to be checked.

The last announcement from Dibs (November 12) also says that the batch has been delayed, meaning that refunds that have already been ordered from our end have been further delayed.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 30

to paymentsupport
Copenhagen 30/10/2012 16:35

DIBS is experiencing problems at the moment. This may periodically result in errors and possible rejections on valid payments. We are working on the problem and will send an update as soon as we know more.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 30

to paymentsupport
Copenhagen 30/10/2012 20:29

Everything at DIBS is now up and running again and we regret any inconvenience this may have caused you.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 08:12

DIBS is experiencing problems at the moment. This may periodically result in errors and possible rejections on valid payments. We are working on the problem and will send an update as soon as we know more.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 10:18

Payments are going through as normal. DIBS is still experiencing problems and DIBS Administration will be unavailable the next hours.

As a preventive measure the following APIs are closed:
changestatus.cgi
delticket.cgi
generatevouchers.cgi
confirmtransact.cgi
transimg.cgi
transinfo.cgi
transstat.cgi

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 10:32

Our Danish platform (Payment Architrade) is still experiencing problems. We will close down the system from 10:35 – 11:10. Some acquirers on the Swedish platform might be affected. No transactions will be able to be completed during that time period

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 11:04

For customers using DIBS Admin Architrade. Payments are going through as normal. We are still experiencing problems.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 13:54

For customers using DIBS Admin.

DIBS is experiencing problems. This might result in time-outs on valid payments. DIBS Administration is unavailable.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 15:37

For customers using DIBS Admin: The system will be offline between 15:40 and 15:50. During that time period no transactions will be able to go through.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 15:57

For customers using DIBS Admin: Unfortunately we are having to prolong the offline time. The system will be offline until 16:05. During that time periode no transactions will be able to go through.

As soon as we are up we will send out a new announcement.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 16:07

For customers using DIBS Admin:

DIBS Administration is at the moment unavailable. Some payments are going through but some might experience time-outs on valid payments.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 16:46

DIBS is up and running again and DIBS Administration is online. Transactions are going through as normal.

We apologize for the inconvenience.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 17:40

For customers using DIBS Admin: DIBS Administration has been offline since 17:30.

Some payments are going through but some might experience time-outs on valid payments.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Oct 31

to paymentsupport
Copenhagen 31/10/2012 21:15

DIBS admin is now online and transactions are going through as normal. We regret any inconvenience this may have caused you.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 1

to paymentsupport
Copenhagen 01/11/2012 10:00

For customers using DIBS Admin Architrade. Payments are going through as normal. As a preventive measure DIBS Administration will be unavailable the next hours until around 14:00. We expect to give you the next update via sms/email at 14:15

Our operational status will be updated every 30 min on your local DIBS website.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 1

to paymentsupport
Copenhagen 01/11/2012 14:00

For customers using DIBS Admin: Payments are going through as normal. DIBS Admin has been partly re-opened. It is possible to login but Payments and Statistics are disabled.

You can keep yourself updated on the DIBS operational status on your local DIBS website which is updated regularly

We will send you a new update via sms/email at 17:15

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 1

to paymentsupport
Copenhagen 01/11/2012 17:59

DIBS is experiencing problems. We will restart our servers which means DIBS will be offline until about 18:15 Next update will be about 18:30

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 1

to paymentsupport
Copenhagen 01/11/2012 19:16

For DIBS Admin users: Some payments are going through but some might experience time-outs on valid payments. DIBS Payment Window will be offline until 24:00. DIBS Administration is currently offline.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 2

to paymentsupport
Copenhagen 02/11/2012 08:29

DIBS is experiencing problems. We will restart our system which means DIBS will be offline from 8:30 – 9:00. No transactions will be able to be completed during that time period. We will send a new update at 9:15

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 2

to paymentsupport
Copenhagen 02/11/2012 08:50

For customers using DIBS Admin: DIBS is experiencing problems. Payments are going through as normal. DIBS Administration will be unavailable for the moment.

Please keep yourself update on DIBS Operational status on your local website

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 2

to paymentsupport
Copenhagen 02/11/2012 11:15

For DIBS Admin users: Some payments are going through but some might experience time-outs on valid payments. DIBS Administration is currently offline.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 2

to paymentsupport
Copenhagen 02/11/2012 11:15

Payments are going through as normal. DIBS Administration will be offline the rest of today.
Both external consultants and internal experts are working to secure stable operation.

DIBS will have a service window Saturday 3.11.2012 between 2 am to 4 am.

During this time period we expect to have a downtime of 1 hr.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 10:32

DIBS is experiencing long response times on some payments. Payments are going through, but some might experience time-outs. DIBS admin is offline and it is not possible to log-in to the system.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 11:14

DIBS is experiencing long response times on some payments. Payments are going through, but some might experience time-outs. We will restart the system from 11:15 – 11:30. No transactions will be able to be completed during that time period.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 12:09

DIBS is experiencing long response times on some payments. DIBS will restart the system from 12:00 – 12:15. No transactions will be able to be completed during that time period.

Please keep yourself updated on the latest operational status on your local DIBS website.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 16:53

DIBS will have a service window Monday 05.11.2012 from 19:00 to 19:30. No transactions will be able to go through during this time period. After the service window we expect all transactions to go through as normal without time-outs.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 18:08

DIBS unfortunately have to post pone the service window. DIBS will have a service window Monday 05.11.2012 from 21:00 to 21:30. No transactions will be able to go through during this time period. After the service window we expect all transactions to go through as normal without time-outs.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 18:43

Please disregard the previous sent message.

DIBS will have a service window Monday 05.11.2012 from 19:00 to 19:30. No transactions will be able to go through during this time period. After the service window we expect all transactions to go through as normal without time-outs.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 5

to paymentsupport
Copenhagen 05/11/2012 19:55

Payments are going through as normal. DIBS Administration will be offline during the rest of the evening.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 6

to paymentsupport
Copenhagen 06/11/2012 11:50

Payments are going through as normal. We expect to partially open DIBS Admin for some menus during the day. We will update you with more information throughout the day.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 6

to paymentsupport
Copenhagen 06/11/2012 13:47

Payments are going through as normal. Some menus in DIBS Admin will be available from 15.30 today.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 7

to paymentsupport
Copenhagen 07/11/2012 09:40

Payments are going through as normal. DIBS Admin is available except the menus Statistics, Reports and Search which are disabled. It’s only possible to capture transactions from October 26th until today. We apologize for the inconvenience.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 7

to paymentsupport
Copenhagen 07/11/2012 11:33

Payments are going through. DIBS Admin is online, however with limited functionality (capture, refund, search, statistics, reports etc. is not available). The Setup function is working.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 9

to paymentsupport
Copenhagen 09/11/2012 16:13

DIBS is online.

Best regards

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Nov 12

to paymentsupport
Copenhagen 12/11/2012 09:29

Last and previous night's Euroline batch has been delayed. We are looking into the issue and will process the batches as soon as possible.

Best regards
Click to expand...

A positive note is of course that at least information nowadays is forthcoming. The bad news is that it seems MA CEO David Simmonds is rather busy apologizing to the community as of late.

Picture of Mr Simmonds by Michael Chuphoto

nexus7 · Nov 16, 2012

I think he's trying to be honest about the situation but is a bit betwixt and between with what seems to be a DIBS Administration problem.

NotAdmin · Nov 17, 2012

I agree with that, Nexus :) It just would have been nice if the info had been made available to everyone, rather than just released on the two forums it was released on.

RAZER · Nov 17, 2012

...and maybe a bit sooner. Why not tell people they have to do it all by hand the day the Dibs problem was over and that it will take a while for people to get their money back.

nexus7 · Nov 17, 2012

It's bad timing I agree. The more I read through the endless scroll - erm, list, the more it reminded me of an old record that had a bad groove on it. The needle kept jumping back and then went forwards again, then jumped back again before going forwards yet again Ad infinitum driving me nuts.
---edit---
That was aimed at the statement, not EP admin for posting it up... ;)

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MindArk: DIBS payment issues - Statement by MindArk CEO David Simmonds

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MindArk: DIBS payment issues - Statement by MindArk CEO David Simmonds

NotAdmin Administrator

Attached Files:

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NotAdmin Administrator

RAZER Custom title ... uh ...

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