Elavon Americas - Credit Auth Refund -Service Disruption

Update timeline

1. investigating Mar 26, 2026, 11:49 PM UTC

   Cybersource is aware of an issue that is currently affecting Elavon Americas transaction processing. We are investigating the cause and working urgently to resolve the issue. Impact: Merchants may experience error "Invalid message format" when refunding customers on the Elavon Americas gateway. Reported Start Time: 13:02 GMT on 26 March 2026 Next Update: As current status changes We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: TBD

2. identified Mar 27, 2026, 05:18 PM UTC

   We have identified the issue affecting Elavon Americas transaction processing and we have mitigated almost all errors, with only a few remaining. Teams are actively working toward complete resolution of the issue. We appreciate your patience as we work urgently to complete the mitigation. Impact: Users may experience payment processing error messages. Reported Start Time: 13:02 GMT on 26 March 2026 Next Update: As current status changes. We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: INC24792371

3. resolved Mar 28, 2026, 12:37 AM UTC

   The issue affecting Elavon Americas has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences. Reported Start Time: 13:02 GMT on 26 March 2026 Reported End Time: 00:00 GMT on 28 March 2026 Impact: Customers are now able to use Elavon Americas services as normal. Next Update: No further updates, issue resolved. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: INC24792371

4. postmortem Mar 30, 2026, 11:42 PM UTC

   Clients and merchants can access the Post Incident Report with their Support Center login credentials at the following link: [Post Incident Report](https://support.visaacceptance.com/knowledgebase/Knowledgearticle/?code=KA-10406)