Billing Page Unresponsive

Incident Report for Signable Status Page

Postmortem

On 21st October 2024, we received a handful of customer complaints that our Signable Billing page (within the Signable app) was unresponsive and showing only a constant ‘loading’ sign.

We immediately investigated and diagnosed the issue, which was related to a small change in how legacy card payment methods are handled by our payment provider, Stripe.
All of the customers affected now have access to the Billing page.

Incident Severity Level: 3

Thank you for your patience.

Posted Oct 21, 2024 - 14:07 BST

Resolved

We can confirm that our monitoring is showing that the issues impacting the web app, API and Stripe API have been resolved. A full post-mortem will be published as soon as it is available.

If you continue to experience problems please contact our support team hello@signable.co.uk.

Thank you for your patience.

Posted Oct 21, 2024 - 12:14 BST

Investigating

We are currently investigating the cause of why the Billing Page with the Signable app is hanging and unresponsive.

Posted Oct 21, 2024 - 11:16 BST

This incident affected: Web App, API, and Stripe API.