On March 1, 2025, South Korea's latest initiative, the DigiToll System Service – officially launched under the name 'Digital Onnuri' – faced significant accessibility challenges right from its opening moments. Reports surfaced early on about users unable to connect to the app, which had migrated existing payment systems from various operators, including KT and Bizplay, to the Korea Minting Security Printing Corporation (KOMSCO).
At the stroke of midnight, when the service was scheduled to go live, users flocked to the app to manage their transactions, only to find themselves caught up in lengthy wait times and repeated error messages. The initial excitement quickly turned to frustration as thousands of would-be users were met with statements indicating the system was temporarily down due to high traffic load.
According to KOMSCO, the app was overwhelmed with simultaneous logins from approximately 4.3 million registered users. A representative noted, “The platform is currently experiencing delays due to high traffic, and we are implementing emergency measures to stabilize the service. We are optimizing the system and adding servers to resolve the issues as quickly as possible.”
The app's poor performance has sparked widespread dissatisfaction among consumers who rely on it, especially after the transition from previous operators to KOMSCO was postponed and fraught with issues. Originally, the DigiToll System was set to roll out on January 1, but multiple delays were prompted by challenges related to the transfer of operations and other logistics.
One user expressed their frustration, stating, “I tried to use the app this afternoon, but it wouldn’t connect. Eventually, I had to use alternative payment methods just to complete my purchase.” Others echoed these sentiments, indicating they've faced similar frustrations. Some were left shocked after having to wait for nearly 20 minutes only to find the app still unresponsive.
The ramifications of these disruptions also extend to local businesses, many of whom rely heavily on the successful operation of the Onnuri Gift Certificate system to drive sales. Prior to this latest rollout, the system had already been suspended for two weeks from mid-February to facilitate the transition of services, leading to speculation about the integration's fluidity.
“We were already put out of business for two weeks, and now on the day of the relaunch, our customers can’t even make purchases using the app,” lamented one local shop owner, highlighting the stakes involved during this transitional phase. The suspension and subsequent disruptions are seen as double-edged swords, primarily impacting small and medium-sized enterprises dependent on digital transactions.
Officials from the Small Business Administration acknowledged the issue, providing insights on maintaining service continuity. An agency representative confirmed they had anticipated the high volume of traffic but were nonetheless shocked at the overwhelming access attempts. The said, “We expected many user interactions, but the load has exceeded our current systems, leading to issues we are now urgently addressing.”
Citing preparatory steps for the new platform, KOMSCO admitted they had made preparations but just not extensive enough to handle the traffic they encountered.
Despite the hiccups, KOMSCO was optimistic about overcoming the quantum of service requests post-initial disruptions. The Integrated Onnuri Gift Certificate platform is expected to streamline the use of gift vouchers across various purchase platforms, which could significantly improve the shopping experience moving forward if stable.
“This service’s aim was to bring convenience by allowing users access to one universal platform instead of several different apps,” stated another KOMSCO official. “We truly believe it has the potential to improve commerce within our markets.”
A comprehensive report analyzing the April usage is anticipated shortly, with hopes it will provide data on stabilizing processes and downtime solutions. Many small businesses have urged KOMSCO and government entities to expedite fixes to restore normalcy, as any prolonged disruption could lead to losses difficult to recoup.
For now, users are left to navigate the uncertainty of the app's functionality, hoping for swift resolution from the developers. Until these issues are resolved, many will continue to seek alternative payment methods, adding to the overall frustration brought about by the disservice from the DigiToll System Service launch.