BCH Digital experienced a major incident on May 29, 2025 affecting 💳 Payments, lasting 1d 13h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 29, 2025, 09:23 AM UTC
We have been made aware of issues affecting some transactions from Natwest/Monzo customers being declined with gateway response (Additional customer authentication required). We've been advised that NatWest Group made some security updates in the early hours of 28/05, which has affected payments for their customers. NatWest are currently working to resolve the issue. We will provide any further updates once received.
- identified May 29, 2025, 02:43 PM UTC
We have now been informed by Cashflows that the root cause of the issue is down to the handling of transactions in relation to 3D Secure / Strong Customer Authentication (SCA). Certain payment methods are exempt from this scheme, including Mail Order Telephone Order (MOTO), however the security change removed the small limit exception and caused the issues experienced. They are actively working on fix for this, and are looking to deploy to their production environment as soon as testing and reviews have been completed.
- monitoring May 30, 2025, 11:23 AM UTC
We have been monitoring transactions this morning and haven't seen any of the "Additional customer authentication required" responses, so it seems Cashflows have managed to resolve the issue, however we have had no official notification at this time. We will continue to monitor throughout the day.
- resolved May 30, 2025, 10:26 PM UTC
This incident has been resolved.