Intermittent RTC 57 for Heartland Payments

Update timeline

1. investigating Jan 01, 2025, 09:11 PM UTC

   Authorize.net is aware of an issue that is currently affecting some merchants and transactions that are using the Heartland Processor connection resulting in a Response to Customer error of RTC 57. We are investigating the cause and working urgently to resolve the issue. Impact: Some merchants may receive an RTC 57 error during their transactions. Reported Start Time: 6:00 GMT on 1 January 2025 Next Update: The next update will be sent as soon as further information becomes available or system changes occur. We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Authorize.net support team if you have any questions or concerns. Authorize.net Support Center Incident #: INC19708495

2. investigating Jan 02, 2025, 01:22 AM UTC

   We are continuing to investigate the cause and working urgently to resolve the issue affecting some merchants and transactions that are using the Heartland Processor connection resulting in a Response to Customer error of RTC 57. We appreciate your patience as we work urgently to implement a mitigation. Impact: Some merchants may receive an RTC 57 error during their transactions. Reported Start Time: 6:00 GMT on 1 January 2025 Next Update: The next update will be sent as soon as further information becomes available or system changes occur. We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Authorize.net support team if you have any questions or concerns. Authorize.net Support Center Incident #: INC19708495

3. investigating Jan 02, 2025, 03:59 AM UTC

   We appreciate your patience as we continue to investigate the cause and working urgently to resolve the issue affecting some merchants and transactions that are using the Heartland Processor connection resulting in a Response to Customer error of RTC 57. Impact: Some merchants may receive an RTC 57 error during their transactions. Reported Start Time: 6:00 GMT on 1 January 2025 Next Update: The next update will be sent as soon as further information becomes available or system changes occur. We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Authorize.net support team if you have any questions or concerns. Authorize.net Support Center Incident #: INC19708495

4. investigating Jan 02, 2025, 07:37 PM UTC

   We continue to investigate the cause affecting some merchants using the Heartland Processor connection resulting in a Response to Customer error of RTC 57. We are working urgently to resolve the issue and greatly appreciate your patience during this time. Impact: Some merchants may receive an RTC 57 error during their transactions. Reported Start Time: 6:00 GMT on 1 January 2025 Next Update: The next update will be sent as soon as further information becomes available or system changes occur. We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Authorize.net support team if you have any questions or concerns. Authorize.net Support Center Incident #: INC19708495

5. monitoring Jan 02, 2025, 11:28 PM UTC

   A fix has been implemented and we are monitoring closely to ensure the issue is resolved. Impact: The issue has been mitigated and customers are now able to use the Heartland Processor connection as expected. Reported Start Time: 06:00 GMT on 1 January 2025 Reported End Time: 23:03 GMT on 2 January 2025 Next Update: As current status changes. Please do not hesitate to contact the Authorize.net support team if you have any questions or concerns. Authorize.net Support Center Incident #: INC19708495

6. resolved Jan 03, 2025, 06:58 PM UTC

   The issue affecting some merchants using the Heartland Processor connection resulting in a Response to Customer error of RTC 57 has now been fully resolved. Authorize.net is conducting an internal review of the events to mitigate future occurrences. Reported Start Time: 6:00 GMT on 1 January 2025 Reported End Time: 23:03 GMT on 2 January 2025 Impact: Customers are now able to use the Heartland Processor connection as expected. Next Update: No further updates, issue resolved. Please do not hesitate to contact the Authorize.net support team if you have any questions or concerns. Authorize.net Support Center Incident #: INC19708495