Popular online payment facilitator Payoneer suffered system issues during scheduled maintenance on June 30, leaving hundreds of customers stranded without their payments. Tens of thousands of dollars in incoming payments are stuck for over two weeks. Payoneer has now restored its systems and is working to process stuck payments one at a time.
The company was performing routine scheduled maintenance, presumably to add a new feature that allows users to share their Payoneer accounts with team members. The maintenance was completed on June 30 itself; however, as July’s payday rolled in, Payoneer experienced a system degradation, leaving incoming payments on the platform stranded.
It announced the issue on July 2 on its status page, claiming that it was investigating the problem. A fix was implemented the following day, and the company monitored the results. Another scheduled maintenance was carried out on July 6, with the company closing the issue a day later and declaring all systems fully operational. However, X and Reddit are flooded with users complaining about pending payments, incorrect account balances, missing cards, and sometimes account suspensions.
Upon enquiring, Candid.Technology received the following statement from Payoneer; “As a result of routine maintenance on Sunday, June 30, we experienced interruptions to platform functionality. These interruptions were not caused by a data breach or cyberattack of any kind. As of July 6, normal services have been restored, however, there may be intermittent issues impacting platform functionality including temporary incorrect display of balances. We are working diligently to resolve all outstanding issues as quickly as possible. We are reviewing customer requests for compensation related to the incident on a case-by-case basis. ”
However, despite Payoneer claiming that the issue was fixed, customer support channels continued to tell customers that “current maintenance on our systems may be causing some payment delays.” Since then, Payoneer has been working to resolve issues, with reports coming in from customers of their payments finally being processed after being stuck as “pending” on the platform for over a week. No other information or resolution time frame was provided at the time.
It’s unclear whether Payoneer has compensated affected users, as none of the users we talked to until the time of writing had received any. Payoneer’s customer support now claims that most of the issues have been fixed, and they’re working on resolving any pending issues on a case-by-case basis.
If you got caught up in the platform’s recent update chaos and haven’t received your payment yet, the best option is to wait for Payoneer to get to your case. Alternatively, you can ask your payment sender to reverse the transaction, if possible, and try sending it again.
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