Cybersource incident
Paymentech Authorization Reversals Service Disruption
Cybersource experienced a major incident on November 18, 2025 affecting Chase Paymentech Solutions, lasting 14h 55m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 18, 2025, 03:37 PM UTC
Cybersource is aware of an issue that is currently affecting Paymentech Authorization Reversals We are investigating the cause and working urgently to resolve the issue. Impact: Users may experience Paymentech Authorization Reversals Failing with Invalid Request Format error. Reported Start Time: 17 November 2025 16:00 GMT 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 #: INC22959215
- monitoring Nov 18, 2025, 04:04 PM UTC
A fix has been implemented and we are monitoring closely to ensure the issue is resolved. Impact: The issue has been mitigated and customers are no longer seeing issues with Paymentech Authorization Reversals Reported Start Time: 17 November 2025 16:00 GMT Reported End Time: 18 November 2025 15:37 GMT Next Update: As current status changes. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #:INC22959215
- resolved Nov 19, 2025, 06:32 AM UTC
The issue affecting Paymentech Authorization Reversals has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences. Reported Start Time: 17 November 2025 16:00 GMT Reported End Time: 18 November 2025 15:37 GMT Impact: Customers are now able to use (Insert Payment Service) 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 #: INC22959215
- postmortem Nov 19, 2025, 06:45 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-09613)