This article covers the most prominent known issues that we are currently tracking and fixing. 

Ongoing known issues

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Service outage - 08/Oct/2022 service outage missing transaction history, missing PLU Rewards, duplicated subscription charges

• Notification: https://twitter.com/AskPlutus/status/1578762362743816194
• Identification
  • For some hours during the early morning, users were not able to login into the web or app, but the Plutus Card was not impacted and could be used normally.
  • Some transactions in this time frame don't show up in the transaction history and were not rewarded.
  • Recurrent subscription payments have been charged multiple times in specific circumstances.
• Resolution
  • The main issue has been resolved within the same day.
  • All the rewards will be granted retroactively in the next few days
  • All the duplicated subscription payments are being refunded.
  • Preventive measures have been implemented to ensure the same incident doesn't happen again in the future.
• Notes:
  • N/A

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Bug - Unable to change the address if the card has been issued but cancelled without a replacement

• Notification: N/A
• Identification
  • Trying to update the profile's physical address results in an error when the user's card has been issued but cancelled.
  • This impacts only users that have created the account before we ran out of stock but never received the card.
• Resolution
  • Fix: Our Developers are currently working together with our banking partner to resolve the issue and issue new cards to the very few impacted users. 

  • Known workarounds: N/A

• Notes:
  • N/A

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Visual glitch - Inaccurate transaction history in specific circumstances (preauthorized charges, missing lines) 

• Notification: N/A
• Identification
  • Preauthorized charges (typical in gas stations, airlines and hotels) display in the transaction history the preauthorized amount instead of the final amount. The balance updates correctly at all times but the transaction history never updates.
  • Some types of actions are unintentionally not displayed in the transaction history: Top-ups with PLU Rewards swaps or crypto, currency conversion fees. 
• Resolution
  • Fix: Our Developers are currently working on an update to fix this issue. No ETA available at the moment.

  • Known workarounds: You can request a full account statement from our Support team where all the charges are displayed correctly.

• Notes:
  • N/A

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Visual glitch - Refunds notified as new charges instead

• Notification: N/A
• Identification
  • Refunds trigger a push notification of being charged again (instead of refunded), and an extra pending charge may display in the transaction history. The balance is always accurate, the notification is incorrect and the Pending charge is not holding balance and it will never be processed.
  • This impacts both regular refunds and Curve's Go Back in Time.
• Resolution
  • Fix: Our Developers are currently working on an update to fix this issue. No ETA available at the moment.

  • Known workarounds: You can request a full account statement from our Support team where all the charges are displayed correctly.

• Notes:
  • N/A

FAQ

What do you define as a known issue?

We define ongoing known issues as those issues that meet the following criteria:

• Are currently ongoing.
• Impact a significant amount of users
• The root cause is in our systems/code.

The list below is not an exhaustive list of all the issues we are aware of, just the most notorious ones so users can find out about them quickly.

Why is the issue I have not acknowledged or posted here?

For clarity's sake and space limitations, we will be posting only about the issues impacting a significant amount of users (100+). This does not mean that smaller issues are not being investigated or acknowledged, but we want to make sure that information about global issues impacting many users can be easily found first.

Some issues have been going on for a long time, why can't they be fixed faster?
The fixing time may be quite non-intuitive, something that may look trivial may be way harder to fix than something that looks more complicated, especially if it involves coordination with third-party entities like our banking partners, or the issue is rooted deep into our code and interacts with multiple systems.

I have info about an issue, a fix or a workaround. How can I share it with the Support team?

Check here how to write to us! https://support.plutus.it/hc/en-us/articles/4466790823581-How-to-contact-Plutus-Support-Customer-Service