Yesterday, Stripe’s API services went down twice, from 16:36–17:02 UTC and again from 21:14–22:47 UTC. Though the API services were recovered immediately after the disruptions, it caused elevated error rates and response times. Stripe has not yet specified the cause of the degradation, they have promised to share a root analysis of the issue later.
Stripe constantly updated users about the repeated degradation and recovery on Twitter. Meanwhile, Stripe users expressed their outrage on the social media platform.
This is so frustrating! We pay you a % of our income but we can't operate our businesses when your site is down. I've lost a ton of business today which directly affects my employees. How about compensating those of us who lost $ and time today? 😡
— Outer Banks Kayak Adventures (@OBX_Kayak) July 10, 2019
You have seriously effected our business today, firstly by withholding our £7512 payment, and secondly by stopping us from trading as we cannot put our social media adverts on! Therefore today’s turnover which is normally £4K is £0, I hope you are going to compensate for this?
— MySecretVeneers (@secretveneers) June 10, 2019
Why wasnt this spotted earlier? Bulk of our income is through stripe, now we cant by supplies to operate as we are a small business. We need to accurate ETA!
— 1sugarshaz (@shazbegg) June 10, 2019
Wow. That’s it? As soon as you pay me the thousands you owe me, im closing my account. You have ONE JOB. This is really shocking levels of incompetence, with real implications for small businesses. I’m pretty disgusted
— Dr Kate Tomas (@katetomasdphil) June 10, 2019
The issue started at 16.36 UTC with some Stripe payouts to GBP bank accounts being delayed.
Next, Stripe informed users that they are investigating the issue with their UK banking partner which resulted in the delay of some GBP payouts. Later, Stripe confirmed that all the affected payouts have been processed and the issue has been resolved.
Stripe’s CEO Patrick Collison commented on one of the Hacker News threads, “Stripe CEO here. We’re very sorry about this. We work hard to maintain extreme reliability in our infrastructure, with a lot of redundancy at different levels. This morning, our API was heavily degraded (though not totally down) for 24 minutes. We’ll be conducting a thorough investigation and root-cause analysis.”
Later in the day, around 21.14 UTC, Stripe informed users that their error rates and response times have again increased. Finally their API services were restored at 22:47 UTC. Stripe assured users that all the delayed bank payments have been successfully deposited to the corresponding bank accounts.
Though many users were distraught over Stripe’s service degradation, some users came out in support of Stripe.
Come on guys – things happen. Stripe has been very good for me. It’s annoying I know but not the end of the world!
— David Belle (@macrodesiac_) June 10, 2019
— Nick Janetakis (@nickjanetakis) July 10, 2019
A user on Hacker News comments, “This is causing a big problem for my business right now, but I am not mad at Stripe because you earned that level of credibility and respect in my opinion. I understand these things happen and am glad to know a team as excellent as Stripe’s is on the job.”
Many users have asked Stripe to give a post mortem analysis about the issue.
Will there be a full postmortem provided? I assume tonight's issue was similar or the same to this morning's API downtime. A clear explanation that we can then translate to our stakeholders would be beyond ideal.
— Andrew Kissel (@thinkdigitalco) July 10, 2019
After the issue is resolved, will you publish a postmortem? Our confidence in Stripe is shaken, seeing what you're doing to improve would go a long way in rebuilding that confidence.
— Dahmian Owen (@DahmianOwen) July 10, 2019
A comment on Hacker News reads, “Most services are going down from time to time, it’s just that the big one are widely used and so people notice quickly”
Another user comments, “Between Cloudflare, Google, and now Stripe, I feel like there’s been a huge cluster of services that never go down, going down. Curious to see Stripe’s post-mortem here.”
To know Stripe’s exact system status, head over to Stripe Status page.