Withdrawal Incident Status Update 19/07/22

Status Update: Incident with withdrawals

Update 20/07/22 21:42 BST

All transactions have been manually checked, and we're delighted to report that our backup systems held strong! No transactions were lost, and all have been re-run. Any affected customers have been informed and updated.

Incident officially closed.

Update 20/07/22 13:23 BST

Google have now resolved their issue and have confirmed that service has resumed to normal. There is a backlog of withdrawal requests that should now process automatically but we also have a record of every customer who has been affected and are currently manually working through this list to double check that your withdrawal request is being processed.

We will email you directly as soon as we have more information about the timing of your withdrawal.

All features of the Collctiv app are working as normal, including withdrawals, payments, sending money to someone else, and purchasing gift vouchers, flowers and physical gifts.

If you’d like to find out more about the status of this incident as it unfolds, please continue to check back on this page as we will keep it updated.

Update 19/07/22 19:47 BST

We are experiencing an issue with our withdrawal function. This issue has impacted any withdrawals made since 15:10 BST today (19th July 2022).

This problem is due to an issue one of our suppliers - Google - is having, and is not specific or local just to Collctiv. Google have reassured us that they are working hard on getting this fixed, and have some of the best engineers in the world to be able to resolve this quickly!‍

What does this mean for me?

If you made a withdrawal since 15:10 BST today (19th July 2022), please be reassured that we have received your withdrawal safe and sound into our system, where it is currently pending. Once Google have fixed the problem at their end, your withdrawal will be released and processed as normal. We will keep you updated as soon as the situation is resolved and your withdrawal is on its way.

If you have been affected, please do not attempt to re-do your withdrawal - it won't work as your initial withdrawal has already been received by our system.

I need my money urgently, please help!

We completely understand that this could be a real inconvenience for you, and for that we can only apologise. Our gift card purchasing feature is unaffected by this issue, so if you have made a withdrawal and would like us to cancel it for you so that you can go ahead and get a gift card via the app, simply hit reply and let us know - we'll get straight onto sorting that for you.

Can I talk with someone about this?

Of course! We love talking with our customers - simply reach out to us at hello@collctiv.com and one of our lovely customer support team will get back to you.

How can I keep up to date?

If you have been directly affected, you will have received an email from us with more details. We will email you directly as soon as we have more information about the timing of your withdrawal.