Updates
Date and Time: 28th November 2023 17:45
How to reconcile your failed L&Z payments
Retrying failed payments between 8th November - 17th November
If payments were attempted between 8th November and 17th November, it is important to note that the L&Z servers were down during this time. As a result, any payment or attempts to create a new DD mandate would have been unsuccessful and the invoices would remain outstanding.
You can retry failed payments in this period for customers who have an active Direct Debit Mandate. To learn how to quickly collect these payments, you can follow the steps provided here:
https://help.loveadmin.com/collecting-outstanding-payments
Failed payments before 8th November
If payments are showing as failed before November 8th, there is a high likelihood that these payments were actually successfully collected from your members based on the data we have. We recommend marking these payments as received offline if you have confirmed that the payment was indeed collected from your customer. You can also verify the success of these payments by cross-referencing them with the L&Z online services portal. Once confirmed, you can mark them as received offline accordingly. For help marking offline payments please follow the steps here:
https://help.loveadmin.com/managing-offline-payments
To avoid the possibility of collecting the payment twice, we recommend that customers do not retry failed payments requested around one week leading up to 8th November without first checking with the member or within the online L&Z portal.
We sincerely appreciate your patience and understanding during this highly challenging period as we work diligently to resolve the complexities caused by the outage.
For further help with reconciling your payments and retrying failures, please reach out to the support team on 0330 818 8536 / help@loveadmin.com
Reconciling LoveAdmin reports and settlements
We understand that there may be a discrepancy between the settlements being paid out by London & Zurich and the reports in LoveAdmin currently due to the disruption from the outage. We will provide further guidance as we make progress in resolving this issue.
Date and Time: 23rd November 2023
We are pleased to inform you that the connectivity between the LoveAdmin and London & Zurich systems has been securely restored. As a result, payments and new mandates are now being submitted and processed successfully.
Date and Time: 21:03 21st November 2023
We are pleased to inform you that the connectivity between the LoveAdmin and London & Zurich systems has been securely restored. As a result, payments and new mandates are now being submitted and processed successfully.
Payment statuses
Due to the unavailability of the L&Z systems during the outage, we were unable to update the statuses of some payments, so they may currently still appear as 'pending' or 'failed'. To resolve this, we will be running a task today to fetch the correct status of all these payments from London & Zurich, so we can update them within your LoveAdmin account.
Issue Identified 📢
Date and Time: 10th November 2023
L&Z have identified a server issue that is currently affecting external access to the L&Z systems.
As a result, payments submitted today, and until the issue is resolved, may initially be returned as failures. This includes JoinIn shop payments and payments submitted through the admin portal.
We anticipate affected payments on a repeated Direct Debit will be automatically retried when the issue is resolved and we will provide a further update as soon as possible.
London & Zurich have reached out to all merchants directly about the issue and customers should receive an email directly from their team.
Further updates can be tracked via London & Zurich's own status page: https://status.landz.co.uk
The LoveAdmin Team