Gingr App - Notice history

We're pleased to inform you that the issue causing declines in Visa card-on-file transactions processed through CardConnect has been resolved. The problem, stemming from a recent update by CardConnect, was reversed as of ~8:00 PM CST on Thursday, February 8th, and we can confirm transactions are now processing successfully. Should you continue to encounter any declines, please contact our support team with the last 4 digits of the Visa card on file for assistance. We appreciate your patience and apologize for any inconvenience this may have caused.

Development and supporting Gingr staff have met with CardConnect and they are also investigating this issue with high priority as no changes have been made at Gingr on how cards are processed or saved. This issue is still isolated to only a subset of cards saved on file. All manual and terminal transactions continue to be successful. We will provide updates as soon as possible, thank you again for your patience.

After reviewing our systems, no changes have been made to alter how cards are processed with CardConnect and this part of our application is not experiencing performance issues. An isolated number of customers have received errors when attempting to pay with a card on file, however, this is not affecting all businesses. We will continue to investigate. If you're business experiences this error please check out manually or via terminal. Thank you so much for your continued patience and we will continue to provide updates as they become available.

We are looking into an issue impacting businesses that utilize CardConnect processing. An isolated number of transactions for Visa cards on file have been reported to encounter decline errors. Merchants on CardConnect can continue to manually enter Visa card details or process transactions via a terminal. Please note that this issue does not affect Gingr Payments. Further updates will be shared as they become available.

This issue has now been resolved. Any PDF files uploaded during the affected time period on 1/30 will need to be re-uploaded. Thank you for your patience.

This issue has been resolved. We appreciate your patience.

We've fixed the core issue, and our team is monitoring.

The app performance issue has been identified and a fix is being worked on. We will provide an additional update within the next 30 minutes.

We've confirmed there is a problem, we're working to resolve it.

At approximately 6:30am MST we began receiving intermittent reports of degraded performance in some Gingr applications. Our team is continuing to investigate this issue and we will provide an additional update within the next 30 minutes.

At approximately 6:30am MST we began receiving intermittent reports of degraded performance in some Gingr applications. Our team is continuing to investigate this issue and we will provide an additional update within the next 30 minutes.

We are happy to report that the issue with pet parents not being able to access the Gingr Customer Portal 2.0 has been resolved. Thank you for your patience.

This issue has been resolved. Thank you for your patience.

We are pleased to share that this issue has now been resolved. Please note that package subscriptions created between 2/26/24-3/15/24 with a scheduled start date may not renew as expected and they will need to be canceled and re-started. Please reach out to our Support Team should you need further assistance.

We are pleased to share that a production fix for package subscriptions scheduled to start on a future date will be included as part of a system update that will take place tonight beginning at 9pm MST. We will provide an additional update once the fix has been released and verified. Please note that package subscriptions that did not previously renew as expected will need to be canceled and re-started. You can use your Active Subscriptions Report to identify impacted subscriptions. Please reach out to our Support Team should you need further assistance.

The following issues with package subscriptions were resolved with our 1.14.0 release on 2/26/24: 1. “Bill day of month” and last action date mismatch caused subscriptions to not process. 2. Failed charges between 11/8/23-11/18-23 did not attempt to renew or auto-cancel. 3. Scheduled start dates between 11/8/23-11/18-23 did not attempt to charge. 4. Incorrect number of days for expiration on months with 31 days. As of 2/26, we are investigating new reports of subscriptions scheduled to start on a future date failing to start on the specified date and instead running the following month. Impacted subscriptions can be identified on the Active Subscriptions Report. The solution is to cancel the subscription that did not renew and then create a new subscription with no start date (meaning it will be effective immediately). We will provide updates as they become available. Thank you for your patience while this issue is resolved.