August 23 2022

Vendor Issue Causing Slow Credit Card Payments

The City of Ferndale's credit card payment provider, Point & Pay, is currently experiencing performance issues that are making it more difficult to accept credit card payments. Issues include periods of extreme slowness, during which credit card transactions take up to five minutes or longer to process, and patchy outages, during which credit card payments cannot be completed. These issues are affecting all Point & Pay customers, including the City of Ferndale, and are system-wide, meaning that both online and in-person transactions are impacted.

The issues began yesterday, August 22, and have continued today. City staff have been in close contact with Point & Pay, which issued the following message:

     "Our team is committed to resolving this issue as quickly as possible and will continue to drive to a resolution. We have taken to a deeper review, component      by component which in some cases requires us to disable a feature, i.e. search by name or search by payment ID. If you experience an issue with a previously      working feature or service within the workbench or other admin tool it’s likely related to our efforts.

     We continue to see pockets of performance issues but payments are processing successfully. We encourage you to continue to ask customers to not      reattempt their payments at this time. Again, we appreciate your partnership and apologize for the inconvenience this has caused.

     We will continue to provide updates as information becomes available."

If you need to make a payment via credit or debit card for city services of any kind, we recommend waiting until tomorrow. If you must make a payment today, please be advised that your transaction may take some time to process or, in some cases, may not go through. If you need personal assistance, please contact the City at 248-546-2525.

Thank you for your patience.