Is Access PaySuite down?

Dear Customer, We are currently investigating an issue that is causing intermittent service degradation within DDCMS. As a result, some customers may experience slower response times or reduced performance when using the service. Our technical teams have identified this as a high-priority incident and are actively working to restore normal service levels as quickly as possible. We understand the impact that service issues can have on your operations and appreciate your patience while we work towards a resolution. We will provide an update as our investigation continues or if there is a significant development. Please continue to monitor this page for the latest information. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, We would like to inform you that a fix has now been deployed to address the issue impacting DDCMS. Following the deployment, service has been restored and we are currently monitoring the platform closely to ensure stability and confirm that the issue has been fully resolved. Initial indicators show that the fix has been successful, and service is operating as expected. We apologise for any disruption this issue may have caused and appreciate your patience and understanding while our teams worked to restore normal service. We will continue to monitor the environment and provide a further update as soon as this is completed or if there are any significant developments. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, We are pleased to confirm that monitoring has now been completed following the deployment of the fix for the issue affecting DDCMS. Throughout the monitoring period, service has remained stable and no further issues have been identified. We can therefore confirm that this incident has been fully resolved and normal service has been restored. We sincerely apologise for any disruption this issue may have caused and would like to thank you for your patience and understanding while our teams worked to investigate and resolve the matter. This incident is now closed. Should you experience any further issues, please contact our Support Team in the usual way. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, We are monitoring an issue that was causing intermittent service degradation within DDCMS earlier today. As a result, some customers may have experienced slower response times or reduced performance when using the service to process a direct debit via API. Our technical teams have identified this as a high-priority incident and are actively monitoring the service levels. We understand the impact that service issues can have on your operations and appreciate your patience while we monitor the platform. Please continue to monitor this page for the latest information. To contact our support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, We are pleased to confirm that monitoring has now been completed following the earlier incident impacting DDCMS direct debit processing via API. Throughout the monitoring period, service has remained stable and no further issues have been identified. We can therefore confirm that this incident has been fully resolved and normal service has been restored. We sincerely apologise for any disruption this issue may have caused and would like to thank you for your patience and understanding while our teams worked to investigate and resolve the matter. This incident is now closed. Should you experience any further issues, please contact our Support Team in the usual way. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, Access is currently investigating an issue that is causing service degradation within EVO which is preventing some customers from logging into DDCMS, Paywise+ and Access PaySuite applications. The applications themselves are working normally and only the login process is impacted. Our technical teams have identified this as a high-priority incident and are actively working to restore normal service levels as quickly as possible. We understand the impact that service issues can have on your operations and appreciate your patience while we work towards a resolution. We will provide an update as our investigation continues or if there is a significant development. Please continue to monitor this page for the latest information. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, We are currently continuing to investigate the service degradation affecting EVO login for the DDCMS, Paywise+ and Access Paysuite applications. This issue has been assigned the highest priority, and our technical teams are actively working to identify the root cause and restore normal service levels as quickly as possible. We understand the impact this may have on your operations and sincerely apologise for any inconvenience caused. Please be assured that we are dedicating all necessary resources to resolving this issue. We will provide an update as our investigation continues or if there is a significant development. Please continue to monitor this page for the latest information To contact our support team, use the live chat feature in the application (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Thank you for your patience and understanding. Your Access PaySuite Team

Dear Customer, We are updating the incident relating to some customers experiencing an issue when attempting to login to EVO for DDCMS, Paywise+ and Access PaySuite applications. After investigation it has been discovered the very small volume of customers experiencing the issue is caused by their downstream firewall provider and the setting within the firewall. Customers have been advised via their support tickets to resolve the setting directly with their Firewall provider as this is outside of the control of Access Group. This incident is now closed. Should you experience any further issues, please contact our Support Team in the usual way. Thank you for your understanding. Your Access PaySuite Team

Dear Customer, We are currently investigating an issue that has impacted the processing of settlement files for a number of acquirers within Access PaySuite. During settlement processing, a subset of transactions was identified as invalid and caused settlement file failures and transaction rejections. Our technical teams have identified the cause and are actively implementing a remediation. As part of the recovery process, valid transactions will be separated from the affected transactions and included in tonight's settlement processing run. As a result, some settlements will be delayed by approximately 24 hours. We are also undertaking further analysis to identify any transactions that cannot be settled through the standard process. Where specific merchants are impacted, we will contact them directly with further information and guidance. Our immediate priority is to ensure all unaffected settlements are processed successfully tonight while we continue investigation and remediation activities for the remaining affected transactions. We apologise for any inconvenience this may cause and will provide a further update as soon as more information becomes available. To contact our support team, you can reach us by phone on 01730 778264. Our support team is available Monday to Friday, 8:00am to 5:30pm. Alternatively, you can raise a case through the Customer Success Portal. Kind regards, Access PaySuite

Dear Customer, Following yesterday's merging and resubmission of files, some transactions were still rejected. Our technical teams have since resolved an underlying problem, and all previously failed files have now been resubmitted. Merchants using Lloyds acquiring should expect a 24-hour delay to their settlements. During our remediation activities, we identified that some merchants and a small number of transactions have been corrupted. Certain transactions cannot be progressed to settlement because the required encrypted data is unavailable. One of our team will contact the affected merchants directly to support them in re-presenting those failed transactions. We apologise for any inconvenience this may cause and will work with customers directly affected by the failed transactions. We’re here to help If you need any other support ahead of one of our team reaching out, please use the live chat feature within your My Access Portal, accessible via the chat bubble in the bottom right corner of your screen. Alternatively, you can contact us by phone on 01730 778264. Our support team is available Monday to Friday, 8:00am to 5:30pm. Kinds regards, Access PaySuite

Dear Customer, We would like to provide a further update on the global PHP vulnerability issue. We have previously established that Access PaySuite does not use PHP in any of our product codebases, features or functions, so the vulnerability has no effect on the products and services you use. However, the third-party Xero connector for DDCMS does require patching. The connector is protected by Cloudflare, but a patch is necessary. To apply it successfully, we have temporarily closed the connector. We will let you know when this is back online. This may be several days and lead into next week. If you use the Xero connector for DDCMS, please note the following impacts during the downtime: Invoice updates will not be saved. Requests made through the connector while it is closed, including invoice updates, will not be applied. Please complete any invoice changes after the connector is back online and check your invoices once the connector has been restored. If you find an error, amend and re-save the affected invoice to update it through the connector. Payment links will be unavailable. Payment links on invoices will not work while the connector is closed. We are reaching out to Xero to understand if the links will still work once the connector is back online. In the interim, you may need to take payments by other means. We will communicate to you once it is back online. We apologise for any inconvenience this may cause. We’re here to help To contact our support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Kind regards, Access PaySuite

Dear Customer, We would like to provide a further update on the global PHP vulnerability issue. As previously confirmed, Access PaySuite does not use PHP in any of our product codebases, features or functions, so the vulnerability has no effect on the products and services you use. However, the third-party Xero connector for DDCMS required patching. The connector is protected by Cloudflare, but a patch is still necessary. Our team has worked hard to develop a solution that patches the connector as quickly as possible. The solution is now entering testing, and we expect to push the updated connector live on Monday 26 October 2026. To apply the patch safely, the connector will remain closed. Until it is back online, the following impacts apply to users of the Xero connector for DDCMS: Invoice updates will not be saved. Requests made through the connector while it is closed, including invoice updates, will not be applied. Please complete any invoice changes after the connector is back online, then check your invoices. If you find an error, amend and re-save the affected invoice to update it through the connector. Payment links will be unavailable. Payment links on invoices will not work while the connector is closed. In the meantime, you may need to take payments by other means. These impacts remain in place until the updated connector is live. We will update you again once it is in place. We apologise for any inconvenience this may cause. We’re here to help To contact our support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Kind regards, Access PaySuite

Dear Customer, We would like to provide a further update on the global PHP vulnerability issue. As previously confirmed, Access PaySuite does not use PHP in any of our product codebases, features or functions, so the vulnerability has no effect on the products and services you use. However, the third-party Xero connector for DDCMS required updating and patching. The connector is protected by Cloudflare, but an update and subsequent patch was still necessary. Our team has now successfully updated and patched the connector. Payment links Payment links on invoices are live again and will work as expected. Invoice updates Changes made through the connector during the downtime will be caught up automatically today. There is a small chance that some changes may not catch up as expected, so we encourage you to review your invoice updates tomorrow, Tuesday 27 October 2026. If you find an error, amend the invoice and save it again to push a new update to DDCMS. We apologise for any inconvenience this may cause. Our team did everything it could to prioritise security during this global PHP vulnerability issue. Kind regards, Access PaySuite

Dear Customer, We would like to provide a further update on the global PHP vulnerability issue. As previously confirmed, Access PaySuite does not use PHP in any of our product codebases, features or functions, so the vulnerability has no effect on the products and services you use. However, the third-party Xero connector for DDCMS required updating and patching. The connector is protected by Cloudflare, but an update and subsequent patch was still necessary. Our team has now successfully updated and patched the connector. Payment links Payment links on invoices are live again and will work as expected. Invoice updates Changes made through the connector during the downtime will be caught up automatically today. There is a small chance that some changes may not catch up as expected, so we encourage you to review your invoice updates tomorrow, Tuesday 27 October 2026. If you find an error, amend the invoice and save it again to push a new update to DDCMS. We apologise for any inconvenience this may cause. Our team did everything it could to prioritise security during this global PHP vulnerability issue. Kind regards, Access PaySuite