DoubleBeam, a white-label payments provider, has started the New Year working to fix a bug that crashed the reporting server used by GoPago, which DoubleBeam purchased last month.
GoPago's 80 merchant customers have been unable to view their transaction data since Dec. 27 and for a short period of days over the holiday were unable to accept card transactions. The problem stems from a bug within the GoPago code, which caused the reporting server to crash, according to DoubleBeam.
GoPago "knew about the issue previously and what we understand is they had a process in place to sort of short-term fix it that they executed repeatedly," says Ted Tekippe, CEO of DoubleBeam. DoubleBeam did not know about the bug prior to the acquisition, he says.
Currently, GoPago customers are still unable to see sales data. Card transactions were down from Monday, Dec. 30 to Wednesday, Jan. 1, when most merchants were closed for the holiday, Tekippe says.
"The actual point of sale is still down meaning we have no idea what we are selling," says Evan Giniger, a former GoPago customer and owner of Kossar's Bialys, a bakery in Manhattan. "We have no way to know what our sales are since all the data is stored on the cloud. Nothing is on the local terminal so everything is showing as zeros."
Tekippe says his team has been "working day and night over the holiday to get full access to different components of the system" needed to fix the problem. The company expects to have the problem fully resolved today, he says.
DoubleBeam acquired GoPago on Dec. 20, shortly after several outlets reported Amazon.com has purchased part or all of GoPago. Amazon Payments bought the license from GoPago and hired some of its engineers, Tekippe says.
Amazon Web Services provides cloud-based computing to GoPago. The bug in the reporting server issues multiple error messages that started filling up the server and caused it to crash, Tekippe says.
DoubleBeam has not integrated the two systems yet, so existing DoubleBeam merchant customers were unaffected.
"Some of [the merchants] are upset that they can't access their data and rightly so," Tekippe says. "We've made a very conscious effort to be very transparent about where we are in the process; we sent emails once a day since the problem came up explaining that we support the merchants and know this is painful for them."
GoPago laid off all of its employees several weeks before the DoubleBeam acquisition, Tekippe says. DoubleBeam has hired two former GoPago employees to help the company work through the bug.
No merchant data has been lost even though merchants cannot access it, he says.
"It is so disturbing to think our entire system is so vulnerable," Giniger says. "The whole point of a cloud system was so I could be away and monitor what is happening. I understand that things happen in the technology world, but seven days and counting is excessive."