Bottomline incident
PTX Payments (BT1) - Service Disruption - PRODUCTION - WT 76600
Bottomline experienced a minor incident on October 12, 2026 affecting Payments (BT1), lasting 5h 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 12, 2026, 03:35 PM UTC
Incident Notification The Bottomline PTX team have become aware of an issue that is disrupting the normal operation of the PTX Payments (BT1) service. What is the business impact of this issue? Customers may see submissions stuck in a Sending to Bacs status for longer than expected, and new files importing into the PTX Payments (BT1) service are currently getting stuck in a PRE-ENTERED status. What action is Bottomline taking? A Bottomline Global Incident Team are investigating the issue as a matter of priority. Please be assured that every effort is being made to understand the cause of the issue and identify a resolution as quickly as possible. What action do customers need to take? Customers are advised they can continue using the PTX Payments (BT1) service as normal for the time being (where the functionality allows), pending further updates. What happens next? Further information will be provided through the PTX Status Hub at https://status.pt-x.com and via email notification for those users who are subscribed for updates. Thank you Bottomline PTX https://support.bottomline.com
- identified Oct 12, 2026, 04:24 PM UTC
Incident Notification The Bottomline PTX team have identified the cause of an issue that is disrupting the normal operation of the PTX Payments (BT1) service and we are currently working to restore service as a matter of priority. What is the business impact of this issue? Customers may see submissions stuck in a Sending to Bacs status for longer than expected, and new files importing into the PTX Payments (BT1) service are currently getting stuck in a PRE-ENTERED status. What action is Bottomline taking? A Bottomline Global Incident Team are working tor resolve the issue as a matter of priority. Please be assured that every effort is being made to resolve the issue as quickly as possible. What action do customers need to take? Customers are advised they can continue using the PTX Payments (BT1) service as normal for the time being (where the functionality allows), pending further updates. What happens next? Further information will be provided through the PTX Status Hub at https://status.pt-x.com and via email notification for those users who are subscribed for updates. Thank you Bottomline PTX https://support.bottomline.com
- monitoring Oct 12, 2026, 04:37 PM UTC
Incident Update The Bottomline Global Incident Team have taken action to resolve an issue that was impacting the PTX payments (BT1) service. The issue is understood to be resolved and the PTX Payments (BT1) service is now operating as normal The incident team are however, continuing to monitor the situation closely in case of any further issues. What action do customers need to take? Customers are advised to continue their normal use of the PTX Payments (BT1) service. For Submissions which were stuck in a SENDING TO BACS status, DIRECT submitters should now be able to send these submissions as normal, or they may see submissions in a HELD FOR ESCALATION status. If this is the case, please contact your sponsoring bank to verify if the file was received before taking any action to resubmit. What happens next? Provided the PTX payments (BT1) service continues to operate as normal, then there will be no further updates until a final update is sent to confirm that the issue has been closed. Should you need any further advice or assistance, please do not hesitate to contact the PTX support team through the usual channels. Thank you Bottomline PTX https://support.bottomline.com/
- resolved Oct 12, 2026, 09:15 PM UTC
Incident Update The Bottomline Global Incident Team have confirmed that PTX Payments service is operating as normal and the incident has now been formally closed. What action do customers need to take? Customers are advised to continue their normal use of PTX Payments. Should any further issues be encountered, or if you need any further advice or assistance, then please do not hesitate to contact the PTX Support team through the usual channels. What happens next? This is the final update regarding this incident. Thank you Bottomline PTX https://support.bottomline.com