Ascend experienced a minor incident on May 28, 2024 affecting Retailer Portal, lasting 2d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 28, 2024, 08:05 PM UTC
We've identified an issue with AscendPay where payments that are processed on the terminal are not showing up in the Ascend client. The development team is currently investigating a resolution. If you encounter an issue with a transaction payment on AscendPay, please reach out to the Support team to have the payment verified before potentially duplicating the charge for the customer.
- identified May 29, 2024, 01:46 PM UTC
When canceling a payment in Ascend, the payment must also be manually cancelled on the payment terminal (Red X) in order for Ascend and the terminal to be ready to process the next payment attempted. Developers are still working to enact a solution to this issue.
- monitoring May 29, 2024, 09:32 PM UTC
A fix has been implemented and put out. Retailers on version 24.7.25 should update their Ascend ASAP in order to get the patched version. Please reach out to the support team if you encounter issues with payments and we will assist in getting them resolved. --------------------- Early Access Gruppe: Die Version 24.7.25 kann Fehler in der Kommunikation zwischen Ascend und dem Zahlungsterminal verursachen. Händler mit Version 24.7.25 sollten ihr Ascend schnellstmöglich aktualisieren, um die neue Version zu erhalten.
- resolved May 31, 2024, 05:07 PM UTC
We have resolved the issues impacting Ascend Pay. If you have any issues in the future, please connect with our support team at 877-875-8663. We apologize that this impacted you and your customers and thank you for your patience.