Sept 15 Update: This issue should be resolved!
Sept 13 Update: Here is the latest we have received from our credit card processor.
“The transactions were never captured, only authorized. Your cardholders may see the authorizations on their online banking portal. This isn’t ideal, so we are working to reverse the authorizations.
These timeout errors are a serious issue to us, we have been fine tuning our back-end servers to resolve these errors. We will provide an update and a post mortem later today.”
Sept 12: We have had several customers impacted by a gateway issue with our credit card processor. Apparently the card is being charged properly but the gateway is telling our system that the transaction failed. In our system it will show up as a ‘failed transaction’ even though the funds were taken by the gateway from the customer card. We have raised the issue to our gateway provider and they are working to resolve. If you have had an issue like this, please contact support. We apologize for any inconvenience.