Cybersource incident

Virtual Terminal Service Disruption in Testing Environment

Minor Resolved View vendor source →

Cybersource experienced a minor incident on November 20, 2025 affecting Portals, lasting 1d 7h. The incident has been resolved; the full update timeline is below.

Started
Nov 20, 2025, 12:26 PM UTC
Resolved
Nov 21, 2025, 08:03 PM UTC
Duration
1d 7h
Detected by Pingoru
Nov 20, 2025, 12:26 PM UTC

Affected components

Portals

Update timeline

  1. investigating Nov 20, 2025, 12:26 PM UTC

    Cybersource is aware of an issue that is currently affecting Virtual Terminal in our Testing Environment. We are investigating the cause and working urgently to resolve the issue. Impact: -Merchants will receive a red banner error when attempting to load Virtual Terminal or Virtual Terminal Setting in the Testing Environment. 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/Visa Acceptance Solutions Support & Knowledge Base Incident #:EPS-35140

  2. identified Nov 20, 2025, 02:39 PM UTC

    We have identified the issue affecting the Virtual Terminal in our Testing Environment and we appreciate your patience as we work urgently to implement a mitigation. Impact: -Merchants will receive a red banner error when attempting to load Virtual Terminal or Virtual Terminal Setting in the Testing Environment. 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 #:EPS-35140

  3. monitoring Nov 20, 2025, 09:37 PM UTC

    We have implemented a fix and we are monitoring closely to ensure the issue is resolved. Impact:The issue has been mitigated, and customers are now able to use the Virtual Terminal or Virtual Terminal Setting in the Testing Environment as expected. Reported Start Time:20 November 2025 Reported End Time:16:33 GMT 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 #:INC23000818

  4. resolved Nov 21, 2025, 08:03 PM UTC

    The issue affecting the Virtual Terminal in our Testing Environment has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences. Reported Start Time:20 November 2025 Reported End Time:16:33 GMT 20 November 2025 Impact: Customers are now able to use the Virtual Terminal in our Testing Environment 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 #:INC23000818

  5. postmortem Nov 21, 2025, 08:16 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-09626)