Wufoo Status

Auto-billing Issue — Multiple Charges - Updated

Updated June 14th, 2:19pm PT

This morning, June 14, some customers accidentally charged multiple times for their Wufoo subscription. We have already refunded all of the extra charges. If you were affected, you should see a reverse on your credit cards by the end of the day, if you haven’t already. We’re very sorry for the trouble and the mild coronary you might have experienced when you saw the extra charges.

We are hopeful that with the refunds going through this quickly, it should be resolved with your bank or credit card company before today’s accounts are settled. However, if you need any information from us about the transactions, like transaction numbers, ARN numbers, etc, please contact us at http://help.wufoo.com/wufoo_asksupport and our team will help you out.

What happened?

Yesterday we made some updates to Wufoo, and new code in the billing system inadvertently caused some accounts to be charged multiple times during the normal renewal process. The issue has now been fixed.

Thanks for your patience and for being great customers. We’re gonna get back to building the best form tool on the web. Let us know if you run into any other trouble.

Thank you,

The Wufoo Team

Some customers who had their billing renewal occur on June 14th have been charged multiple times. We are investigating the cause of the issue, and will be automatically refunding all of the extra charges.

Issue with Partner & Payment Integrations - FIXED

Today we had a brief issue with partner and payment integrations. Starting at 2:25pm PT and ending at 2:49pm PT any forms configured to use any of our partner integrations were unable to accept new entries from users. Additionally, any forms configured to use any payment partner integrations were also unable to accept new entries and payments.

While we were able to quickly spot and solve this issue we apologize for the service disruption. We know you expect better from us and will continue to work hard to provide you with the experience and service you deserve.

Your Wufoo Team

Planned Maintenance

Update, 6:11pm: And we are back! Thanks for your patience during this downtime.

Friday, April 19th at 6:00pm PDT, Wufoo will have a short downtime. Our goal is to keep the downtime to approximately 30 minutes or less. All public forms and reports will see error messages as shown in this screenshot.

Friday, April 19th at 6:00pm PDT

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If you’re up or interested, you can follow our progress during the downtime on our Twitter feed.

Planned Maintenance

Update, 8:22pm: And we are back! Thanks for your patience during this downtime.

Update, 8:01pm: We’ve begun our short maintenance. We will let you know when we’re back.

Update, 7:22pm: We’ve run into a small issue and had to delay the scheduled downtime until 8:00pm PDT. Sorry for the delay.

The Wufoo Team

Friday, April 5th at 7:00pm PDT, Wufoo will have a short downtime. Our goal is to keep the downtime to approximately 30 minutes or less. All public forms and reports will see error messages as shown in this screenshot.

Friday, April 5th at 7:00pm PDT

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If you’re up or interested, you can follow our progress during the downtime on our Twitter feed.

Issue with Notifications (FIXED)

Update: Thank you everyone for your continued patience with this. The issue looks to now be resolved. All emails are now working correctly again.

Thanks again for your support!

The Wufoo Team

We’re currently experiencing an issue and our engineers are looking into it. Thank you for your patience with this. We’ll update you as soon as we get more information.

The Wufoo Team

Planned Maintenance

Tuesday, February 12th at 5:00pm PST, Wufoo will have a short downtime. Our goal is to keep the downtime to 5 minutes or less, but you should be prepared for a downtime of up to 30 minutes. All public forms and reports will see error messages as shown in this screenshot.

Tuesday, February 12th at 5:00pm PST

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If you’re up or interested, you can follow our progress during the downtime on our Twitter feed.

Planned Maintenance

Friday, November 2nd at 6:30pm PST, we will be performing updates on our database servers. For the past few weeks, we have had problems that have caused a subset of users to experience slow downs or site unavailability. We have identified the core problem, and will be implementing the appropriate fixes. During the downtime, we are expecting all services to be unavailable for 30 minutes. All public forms and reports will see error messages as shown in this screenshot.

Friday, November 2nd at 6:30pm PST

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If you’re up or interested, you can follow our progress during the downtime on our Twitter feed.

Unexpected Downtime

Summary: Wufoo was unavailable for a subset of users for portions of Sunday. Form submissions and third-party integrations were slow or not working for a subset of users for portions of Sunday night and Monday morning.

Hi everyone, we have had a rough two days on the server front. We apologize for the issues that you’ve been seeing, and we want to take a minute and recap what has happened.

Around 9:40am (all times Pacific US time) Sunday morning we noticed one of our databases was starting to hang. This caused a subset of our users to have no access to their accounts and forms. The problem cleared itself up automatically within 20 minutes. We kept the site up, but continued to investigate.

Later that day, around 2:30pm, we felt we had discovered the problem, so we restarted the database server to ensure there would be no further problems. We ran into quite a few complications during the restart, and eventually brought in an entirely new server. Overall, the users who were affected saw close to 3 hours of combined downtime.

Around 6pm on Sunday, some users started having trouble with their third party integrations, and slow forms. We did not assume these problems were related to the earlier outage. They appeared isolated, and account specific. The problems continued to grow slowly overnight. This morning, more and more requests started coming in as the problem grew. Around 7:30am, the slowness reached a point where more than half of form submissions were affected.

It turns out our integrations queue server was hanging, and having trouble all around. This was causing requests to take longer, which made the issue look like a database problem. Once we narrowed it down to the integrations server, we repaired and rebooted it. Everything has been looking good since about 8:30am, but we still need to investigate how the integrations server got into that state.

Problems that could have happened during that time:

- Submissions could have been slow (up to 2 minutes).

- Data could be submitted to your Wufoo account, but not sent to the third party integration.

- Data could be submitted to your Wufoo account, but email notifications not sent to you.

- Some third party integrations may be delayed up to 48 hours in going through as the server works through the backlog.

Please let us know if you’re seeing anything else while we continue to investigate this. We know you’re frustrated, and we deserve to be called out for it. Hopefully, we can now respond quicker if we see this sort of issue, and ultimately we’ll find the root cause. Let us know if you have any questions, and please accept our apologies.

The Wufoo Team

Downtime Over

Forms and account access should now be up for all users (as of 6:00pm PDT). We now return to your regularly scheduled form-building.

Thanks for bearing with us during the downtime.

Current Downtime for Some Users

We’re in the process of restarting a database server because of a technical issue that popped-up earlier today. This is taking a little time, but effected forms and accounts should be accessible again in the very near future.

Stay tuned for updates.