Clearhaus incident

Payouts, settlement, dispute and transaction data is delayed

Minor Resolved View vendor source →

Clearhaus experienced a minor incident on September 15, 2022 affecting Production (merchant.clearhaus.com) and My Clearhaus (my.clearhaus.com), lasting 1d 5h. The incident has been resolved; the full update timeline is below.

Started
Sep 15, 2022, 06:47 AM UTC
Resolved
Sep 16, 2022, 12:44 PM UTC
Duration
1d 5h
Detected by Pingoru
Sep 15, 2022, 06:47 AM UTC

Affected components

Production (merchant.clearhaus.com)My Clearhaus (my.clearhaus.com)

Update timeline

  1. investigating Sep 15, 2022, 06:47 AM UTC

    One of our upstream service providers is experiencing issues with their systems which is keeping us from providing updated settlement, dispute, and some transaction information. This unfortunately also delays upcoming payouts from being carried out. This does not affect our ability to process transactions. Expect the next update at 8:00 UTC

  2. investigating Sep 15, 2022, 08:02 AM UTC

    Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue. This does not affect our ability to process transactions. Expect the next update at 9:00 UTC

  3. investigating Sep 15, 2022, 09:00 AM UTC

    Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue. This does not affect our ability to process transactions. Expect the next update at 10:00 UTC

  4. investigating Sep 15, 2022, 10:00 AM UTC

    Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue. This does not affect our ability to process transactions. Expect the next update at 11:00 UTC

  5. investigating Sep 15, 2022, 11:00 AM UTC

    Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue. This does not affect our ability to process transactions. Expect the next update at 12:00 UTC

  6. monitoring Sep 15, 2022, 12:03 PM UTC

    We have been able to receive the missing settlement, dispute, and transaction data from our upstream service provider. We are running checks and importing the data into our systems. Expect the next update at 13:00 UTC.

  7. monitoring Sep 15, 2022, 12:34 PM UTC

    All checks and imports are now done. Delayed data is now available on the Merchant API and in my.clearhaus.com. Our ultimate cut-off for wiring funds to our merchants today was 12:30 UTC. This unfortunately means that funds will be delayed by a banking day.

  8. resolved Sep 16, 2022, 12:44 PM UTC

    Payouts have been carried out this morning and merchants should receive the funds during the course of the day.