Osper Cards are now up and running as normal. As a parent, you can now load money onto your children’s Osper Cards. As young people, you can spend money in shops, online and withdraw money as normal. We want to let parents and children know that all money was safe and secure throughout today’s incident.
Unfortunately, we experienced a technical issue on all Osper Cards for most of the day on Sunday 5th March, and as a result, parents and family members were not able to load money onto Osper Cards, and children could not spend money online, in shops or make cash withdrawals.
We know that families around the country rely on Osper. Due to a partner outage, we’re truly sorry that Osper was not able to work in the simple, safe and empowering way that it normally does. We worked tirelessly with our partner to correct the issue as quickly as possible.
As a small growing company, we need to rely on a handful of partners to deliver our service. Today, we were let down by one of these partners (our card processor) facing a major technical problem.
We have been trying our hardest to minimise the impact on children and parents through the technical problem. We have paid for trains, covered petrol costs and met children in London to give them cash and pay for their taxis to keep them safe. We are doing our best to go above and beyond to ensure we keep our promise.
If there is any way in which we can cover the inconvenience you have faced today, please email us on firstname.lastname@example.org and let us know.
Below is more information on the issue. If you have any questions, please email us on email@example.com or you can email our CEO directly on firstname.lastname@example.org. Finally, we want to thank you for being patient and supporting during this time.
The problem today was caused by one of our technical partners going down. This partner is called a card processor. We are reliant on them to manage the loading, spending and withdrawing of money on Osper Cards. They service millions of cards around the world.
Every banking service has a card processor, and some banks build their own. In our case, as a young growing company, we rely on a third party to provide this service. Building this service is complex, takes times and involves connecting directly to MasterCard.
Up until today, our partner has rarely gone down. Whenever they have gone down, we have been able to resolve the issue very quickly with little impact to our customers.
However, today we faced our longest ever technical disruption from this partner. This is hugely disappointing for both them and us. We are still working with our partner to identify the exact cause of the issue. Once we have identified the cause of the issue, we will update customers.
There are five things we plan to do next:
Finally, we want to thank all the Osper Families for their continued patience and support. As always, we remain open to your feedback and suggestions.