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Good evening,
We owe all of you a direct and honest apology.
Today, many of you lost the ability to reliably run your shops during one of the busiest weekends of the year. Many stores experienced issues with payments, printers, online ordering, and offline processing. Some of you had to operate manually. Some had to close entirely. That is unacceptable, and the responsibility for it sits with us.
At approximately 2:00 PM ET, we deployed a fix that addressed the primary issues behind today’s outage. Since then, our engineering and support teams have been actively monitoring system stability and helping customers recover offline transactions and restore normal operations.
We are currently preparing a full public post-mortem that we will share early this week. That write-up will include:
- What failed
- Why it failed
- What actions we are taking to ensure this does not happen again
- The infrastructure and operational changes already underway internally
Our entire company is operating in an all hands on deck mode through the remainder of the weekend. If you are still experiencing issues, please contact us immediately:
- Support: (781) 583-3699
To restore normal operation, please complete the following steps:
- Re-enable WiFi if it was disabled during the outage
- Restart the POS app
- Update to the latest app version: v1.13.86-i
Then confirm these settings:
- POS Settings → Advanced Settings → toggle OFF “Enter Offline Mode”
- POS Settings → Tickets & KDS → Fire Ticket Settings → set to “Checkout is Complete (Default)” — This setting will be restored this week.
If you have pending offline transactions:
- Tap the red banner at the bottom of the POS
- Press “Process Orders” in the top right
- Processing may take up to 20 minutes depending on queue size
If anything does not process correctly, please stay in contact with our support team and we will work through each issue with you directly.
We also want to acknowledge the financial impact today caused. To help address that:
- We will reimburse all payment processing fees incurred today
- We will reimburse all May core software subscription fees
- We will reimburse confirmed losses tied to failed offline order processing
We know many of you are frustrated and angry. You trusted us to support your business today, and we did not meet the standard you deserve. We are going to earn that trust back through our actions over the coming days and weeks.
Jack
CEO, Dripos
Jack
CEO, Dripos
Good evening,
We owe all of you a direct and honest apology.
Today, many of you lost the ability to reliably run your shops during one of the busiest weekends of the year. Many stores experienced issues with payments, printers, online ordering, and offline processing. Some of you had to operate manually. Some had to close entirely. That is unacceptable, and the responsibility for it sits with us.
At approximately 2:00 PM ET, we deployed a fix that addressed the primary issues behind today’s outage. Since then, our engineering and support teams have been actively monitoring system stability and helping customers recover offline transactions and restore normal operations.
We are currently preparing a full public post-mortem that we will share early this week.
We owe all of you a direct and honest apology.
Today, many of you lost the ability to reliably run your shops during one of the busiest weekends of the year. Many stores experienced issues with payments, printers, online ordering, and offline processing. Some of you had to operate manually. Some had to close entirely. That is unacceptable, and the responsibility for it sits with us.
At approximately 2:00 PM ET, we deployed a fix that addressed the primary issues behind today’s outage. Since then, our engineering and support teams have been actively monitoring system stability and helping customers recover offline transactions and restore normal operations.
We are currently preparing a full public post-mortem that we will share early this week.