Business Center Service Disruption - Case Management Service

Update timeline

1. investigating Feb 05, 2026, 07:21 AM UTC

   Cybersource is aware of an issue that is currently affecting the Business Center. We are investigating the cause and working urgently to resolve the issue. Impact: Clients may be experiencing issues with the "Visualize" function while accessing the Case Management service. Reported Start Time: 2 February 2026 Next Update: Within 60 minutes 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 #: EPS-36211

2. investigating Feb 05, 2026, 08:13 AM UTC

   Cybersource continues to investigate the issue that is affecting the Business Center We appreciate your patience as we work urgently to implement a mitigation. Impact: Clients may be experiencing issues with the "Visualize" function while accessing the Case Management service. Reported Start Time: 2 February 2026 Next Update: Within 60 minutes 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 #: EPS-36211

3. investigating Feb 05, 2026, 09:36 AM UTC

   Cybersource continues to investigate the issue that is affecting the Business Center We appreciate your patience as we work urgently to implement a mitigation. Impact: Clients may be experiencing issues with the "Visualize" function while accessing the Case Management service. Reported Start Time: 2 February 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 #: INC23998598

4. identified Feb 19, 2026, 12:24 AM UTC

   We have identified the issue affecting the performance of the Business Center and we appreciate your patience as we work urgently to implement a mitigation. Impact: Clients may be experiencing issues with the "Visualize" function while accessing the Case Management service. Reported Start Time: 2 February 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 #: INC23998598

5. resolved Feb 20, 2026, 06:11 PM UTC

   The issue affecting the Business Center has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences. Reported Start Time: 2 February 2026 Reported End Time: 19 February 2026 at 00:00 GMT Impact: Clients are now able to use the "Visualize" function while accessing the Case Management 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 #: INC23998598

6. postmortem Feb 23, 2026, 03:21 AM 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-10105)