Incident Awareness Update from Zepto

Incident Report for Zepto Payments AU

Postmortem

Post-Incident Report (PIR)

Incident Date: Wednesday, 17 September 2025
Incident Title: NPP Payment Failures – E305 / E307 Errors
Services Impacted: NPP & PayTo Payment Processing
Current Status: Resolved – NPP and PayTo services are operational

Executive Summary

On the morning of 17 September 2025 (09:29 AM AEST), multiple financial institutions experienced technical difficulties that impacted the New Payments Platform (NPP). This resulted in a high volume of NPP and PayTo transactions returning with E305 / E307 errors (“The target financial institution is experiencing technical difficulties. Please try again later”).

Zepto identified the issue, engaged with NPPA, industry participants and partners, and kept merchants informed via our Status Page. Services were progressively restored throughout the day.

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What Happened

  • At approximately 09:29 AM AEST, several financial institutions were inadvertently marked as unavailable within the NPP.
  • This caused payment attempts to those institutions to fail with E305/E307 errors.
  • Impact included several financial institutions, resulting in widespread NPP and PayTo payment failures.‌

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Merchant Impact

  • Payment Errors: Customers may have experienced failed or delayed NPP and PayTo transactions directed to certain financial institutions.

  • Settlement & Withdrawal Delays: Some merchants reported delays in customer withdrawals and settlements:

    • Whilst impacted institutions remained unavailable.
    • For channel switched transactions that were processed via Direct Entry.

  • Transaction Integrity: All PayTo and NPP transactions were processed successfully once the impacted financial institution services were restored.

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Resolution

  • Industry coordination through NPPA and sponsoring participants ensured service restoration across all impacted financial institutions.
  • Ongoing monitoring was maintained into the afternoon to ensure no residual issues.
  • Zepto Incident status moved from ‘Monitoring’ to ‘Resolved’ at 14:08 AEST.

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Next Steps / Preventative Measures

  • Impacted participants, AP+ and Swift are conducting further investigations into the incident with further findings, remediation and recommendations to be provided.
  • Zepto to share further details once industry investigation has been carried out and findings provided.

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Support for Merchants

If you experienced a failed transaction that remains unresolved or have questions regarding this incident, please reach out to support@zepto.com.au or your account manager for assistance.

Posted Sep 18, 2025 - 14:42 AEST

Resolved

This incident has been resolved
Posted Sep 17, 2025 - 14:08 AEST

Monitoring

PayTo and NPP payment processing services are currently operating as expected. We are continuing to monitor closely to ensure there are no ongoing or residual issues.
Posted Sep 17, 2025 - 13:05 AEST

Identified

We are aware of an external issue with PayTo and NPP payment processors that is currently impacting payments. Our teams are actively monitoring systems and updates from the impacted processor as they work toward resolution.

We have observed that a number of external payment processors have restored their services. However, we will continue to monitor until all payment processors have restore their services and provide updates as more information becomes available.
Posted Sep 17, 2025 - 11:42 AEST

Investigating

Dear customers,

We are aware of a higher rate of PayTo and NPP payment failures and are investigating this as a priority.

We will provide an update as soon as possible.
Posted Sep 17, 2025 - 10:55 AEST
This incident affected: NPP Services (NPP Transactions [Outbound]) and PayTo (Payment Initiation [PayTo]).
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