Bottomline incident
PTX Payments - Service Disruption - PRODUCTION - WT-77556
Ongoing since 10:27 AM UTC, affecting PTX Services (Payments (BT1)).
Incident Update The Bottomline PTX team have become aware of an issue that was disrupting the normal operation of the PTX Payments service. The issue is understood to be external to Bottomline, we have identified connection errors with Bacs. We are working with the Bacs service desk to identify the cause of the failures at this time. The connection errors are now understood to be resolved and the PTX Payments service is operating as normal. What is the business impact of this issue? Direct submitters may see submissions fail to send with an "Unable to sign and send std18" error. If this is the case, please retry the sending of these submissions. Indirect submitters may have seen submissions in a "Locked" status for longer than expected. What action is Bottomline taking? A Bottomline Global Incident Team are continuing to investigate 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? If any submissions have failed to send with the above error, customers are advised to retry the sending of these submissions. Customers are advised to continue their normal use of the PTX Payments service. What happens next? Provided the PTX payments 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
Affected components
Update timeline
- monitoring Nov 02, 2026, 10:27 AM UTC
Incident Update The Bottomline PTX team have become aware of an issue that was disrupting the normal operation of the PTX Payments service. The issue is understood to be external to Bottomline, we have identified connection errors with Bacs. We are working with the Bacs service desk to identify the cause of the failures at this time. The connection errors are now understood to be resolved and the PTX Payments service is operating as normal. What is the business impact of this issue? Direct submitters may see submissions fail to send with an "Unable to sign and send std18" error. If this is the case, please retry the sending of these submissions. Indirect submitters may have seen submissions in a "Locked" status for longer than expected. What action is Bottomline taking? A Bottomline Global Incident Team are continuing to investigate 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? If any submissions have failed to send with the above error, customers are advised to retry the sending of these submissions. Customers are advised to continue their normal use of the PTX Payments service. What happens next? Provided the PTX payments 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
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