Grab app suffers brief outage during Downtown Line delays; users in Malaysia, Indonesia and Vietnam also affected

A message shown on the Grab app after an error was reported by its servers.
A message shown on the Grab app after an error was reported by its servers.ST PHOTO: ONG WEE JIN

SINGAPORE - Ride-hailing firm Grab reported a technical issue with its app on Thursday morning (March 1), with other countries in the region, such as Malaysia and Indonesia, similarly hit.

In a Facebook post at about 8.30am, Grab Singapore said that its engineers were looking into the issue and "we expect to be back up in 30 minutes".

A Facebook user called it "bad timing" as this had coincided with train delays on the Downtown Line during the morning rush hour due to a signalling fault.

In response to the comment, Grab asked users to "please bear with us while we rectify the following issue".

Grab users in Malaysia, Indonesia and Vietnam were also affected by the technical glitch. 

"We had a technical issue this morning that interrupted our service. We are working hard to fix this, and our app is coming back online. Sorry for any inconvenience caused and we look forward to serving you again soon!" said Grab Malaysia and Grab Indonesia on their Twitter accounts.

About an hour later, Grab informed users that they would be able to pay for rides using cash and cards linked to GrabPay. 

However, it added that it was still working to restore its GrabPay Credits and Rewards features, and reassured users that their GrabPay Credits and Rewards balances - which were missing in the app - would reappear.

At about 11am, Grab said in an update on Facebook that all issues have been resolved.

"You can now resume booking with all types of payment. We are sorry for all the inconvenience caused and we thank you for your understanding," the post wrote.

Earlier, transport operator SBS Transit tweeted at about 7am that train service on the MRT line towards Bukit Panjang and Expo stations was delayed.