Cybersource experienced a minor incident on November 21, 2025 affecting FDC Nashville Global and FDC Nashville Global, lasting 17h 49m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 21, 2025, 10:10 PM UTC
Cybersource is aware of an issue that is currently affecting FDC Nashville Global transaction processing. We are investigating the cause and working urgently to resolve the issue. Impact: Merchant Payments and Refunds rejected at Settlement with an exception. Reported Start Time:20 November 2025 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 #: TBD
- identified Nov 21, 2025, 11:11 PM UTC
We have identified the issue affecting FDC Nashville Global transaction processing, and we appreciate your patience as we work urgently to implement a mitigation. Impact: Merchant Payments and Refunds rejected at Settlement with an exception. Reported Start Time:20 November 2025 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 #: TBD
- identified Nov 22, 2025, 01:07 AM UTC
We are continuing to work on a fix for the issue affecting FDC Nashville Global transaction processing, and we appreciate your patience as we work urgently to implement a mitigation. Impact: Merchant Payments and Refunds rejected at Settlement with an exception. Reported Start Time:20 November 2025 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 #: INC23020945
- identified Nov 22, 2025, 02:11 AM UTC
We continue to work on a fix for the issue affecting FDC Nashville Global transaction processing, and we appreciate your patience as we work urgently to implement a mitigation. Impact: Merchant Payments and Refunds rejected at Settlement with an exception. Reported Start Time:20 November 2025 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 #: INC23020945
- identified Nov 22, 2025, 03:13 AM UTC
We appreciate your patience as we work urgently to implement a mitigation. Impact: Merchant Payments and Refunds rejected at Settlement with an exception. Reported Start Time:20 November 2025 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
- identified Nov 22, 2025, 05:53 AM UTC
We appreciate your continued patience as we work to process the affected transactions and closely monitoring. Impact: Merchant payments and refunds may have been rejected during settlement due to an exception. Reported Start Time:20 November 2025 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
- resolved Nov 22, 2025, 03:59 PM UTC
The issue affecting FDC Nashville Global has now been fully resolved. Reported Start Time: 20 November 2025 03:29 GMT Reported End Time: 22 November 2025 00:16 GMT Impact: Customers are now able to use FDC Nashville Global 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 #: INC23020945
- postmortem Nov 26, 2025, 11:05 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://businesscenter.visaacceptance.com/ebc2/?SalesForce=true&relayUrl=ReturnUrl%3D%2Fknowledgebase%2Fknowledgearticle%2F%3Fcode%3DKA-09647)