Is BlueSnap down?

We are investigating an issue affecting AMEX settlement file processing, resulting in delays to funding for merchants using AMEX Direct. AMEX file transmissions have been temporarily paused while we work with American Express to resolve the issue. Merchant payment processing remains unaffected.

The issue has been fully resolved. All American Express settlement files have been processed successfully. The RCA is currently underway.

We are currently investigating an issue causing transaction timeouts for Mastercard 3DS authentication. As a result, some Mastercard transactions may experience authentication failures or processing delays. Our team is working urgently to identify the cause and resolve the issue as quickly as possible.

The issue causing Mastercard transaction timeouts across the Centinel platform has been mitigated. Services have recovered, and we are closely monitoring performance to ensure ongoing stability.

An ongoing issue with one of our acquiring banks is causing some transactions to fail with the error “GENERAL_PAYMENT_PROCESSING_ERROR”,”code”:”14002”,”description”:”Transaction failed because of payment processing failure”. An active investigation is currently under way by the acquiring bank. We are actively monitoring the situation.

The issue has been fully resolved by the acquiring bank and transaction processing has returned to normal levels.

We are investigating reports from multiple merchants regarding shoppers seeing what appear to be duplicate charges or duplicate pending entries on their card/bank statements for a single purchase. Based on our review so far, BlueSnap is not seeing duplicate captures or duplicate payment activity in our processing logs. The reported behavior appears to be related to how the authorization and capture are being presented on shopper statements. We have escalated the issue to our acquiring partner and provided relevant transaction examples for investigation. We will continue to monitor the situation and provide updates as more information becomes available.

We are continuing to investigate reports of shoppers seeing what appear to be duplicate charges or duplicate pending entries on their card/bank statements for a single purchase. Based on the information currently available, this issue appears to be affecting a small subset of shoppers. While we have not identified duplicate captures or duplicate payment activity in BlueSnap’s processing logs, we continue to investigate the examples we have received together with our acquiring bank. Unfortunately, we do not yet have a confirmed resolution. We remain in constant communication with our acquiring bank and are working with them to resolve this as soon as possible. We will continue to provide updates on this status page as more information becomes available. If you have any questions or need assistance with specific transactions, please contact our Support team.

We are continuing to investigate this incident with our processing partner. The issue is ongoing, and we are working urgently to identify the full scope, collect the required data, and determine the corrective actions needed to resolve it. We can confirm that this incident is not related to a data breach, stolen card data, or any security issue. Based on the information available, this is a technical processing fault. Contrary to our initial assumption, we have now confirmed that the affected entries are duplicate charges, not merely a display of separate authorization and capture records on shopper statements. We sincerely apologize for the impact this is having on merchants and shoppers. Our Support team remains available for any questions or specific transaction examples, and we will continue to provide updates on this status page as more information becomes available. Thank you for your patience while we continue working to resolve this issue.

Our processing partner has identified the cause of the transaction duplication and has implemented a fix. Given the nature of these transactions, we expect to confirm whether the issue is fully resolved over the next couple of days. We will continue to monitor our systems closely to ensure the issue does not recur. We expect duplicate charges to be refunded to affected shoppers within the next few hours. Please note that, depending on the shopper’s bank or card issuer, these refunds may take a few days to fully settle and appear on the shopper’s account. We apologize for the impact this has had and appreciate your patience as we continue to monitor the resolution. Please contact our Support team if you need further information or assistance with specific transactions.

The issue of duplicate authorization/captures has been fully resolved by the following bank.

We are currently experiencing an issue impacting connectivity to the AMEX Sandbox environment following AMEX maintenance performed at 8:00 PM PST. As a result, AMEX Sandbox traffic is temporarily unavailable. Our team is actively working with AMEX to rectify the issue. We will provide further updates as soon as more information becomes available.

Our IT and R&D teams investigated the issue affecting AMEX testing, identified the root cause, and applied the necessary fixes. Service has now been fully restored, and AMEX testing is operating normally again.