CardinalCommerce incident
VCAS OTP Email Delivery - Intermittent delays
CardinalCommerce experienced a notice incident on October 22, 2024 affecting File Processor, lasting 3h 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 22, 2024, 02:25 AM UTC
VISA monitoring has detected intermittent delays in Email One-Time-Password (OTP) message delivery with downstream provider for issuers on our VCAS platform. As a result, impacted cardholders may experience latency when receiving OTP messages from VCAS issuers. Please note, this does not impact VCAS issuers utilizing RDX OTP processing through their own aggregator. Impact: During this time, cardholders attempting to authenticate may not receive an OTP via Email in a timely fashion. MAX OTP Issuers may be experiencing downgraded performance when attempting to complete VCAS authentication resulting in an increase of merchant cancelled, and cardholder cancelled authentication statuses. Depending on merchant logic post authentication, impacted transactions may not be authorized or would be authorized as Standard Electronic Commerce transactions. VISA engineers are currently engaged in resolving this issue. The next update will be in 1 hour or as the current status changes. Please do not hesitate to contact your local VISA support team if you have any questions or concerns. VISA Local Support Channels by Region Global and LAC - VISA Support Hub Portal (https://visasupporthub.visaonline.com) AP - [email protected] CEMEA - [email protected] EU - [email protected] NA - [email protected]
- resolved Oct 22, 2024, 05:34 AM UTC
The OTP email latency was resolved Oct 22nd at 04:50 UTC. Visa is conducting an internal review of the event to mitigate against future occurrences. IMPACT: During this time, Issuer authentications via OTP email may have experienced downgraded performance resulting in an increase of MC - Merchant Cancelled, and CC - Cardholder Cancelled authentication statuses. Depending on merchant logic post authentication, impacted transactions may not have been authorized or would have been authorized as Standard Electronic Commerce transactions. Please do not hesitate to contact your local VISA support team if you have any questions or concerns. VISA Local Support Channels by Region Global and LAC - VISA Support Hub Portal (https://visasupporthub.visaonline.com) AP - [email protected] CEMEA - [email protected] EU - [email protected] NA - [email protected]