Dalenys incident

INCIDENT PROCESSING | Perturbations plateforme de paiement / Payment platform disruptions

Major Resolved View vendor source →

Dalenys experienced a major incident on November 1, 2025 affecting Processing e-commerce / E-commerce processing and Paiement en magasin - CB2A / Instore payment and 1 more component, lasting 1d 20h. The incident has been resolved; the full update timeline is below.

Started
Nov 01, 2025, 10:56 AM UTC
Resolved
Nov 03, 2025, 06:58 AM UTC
Duration
1d 20h
Detected by Pingoru
Nov 01, 2025, 10:56 AM UTC

Affected components

Processing e-commerce / E-commerce processingPaiement en magasin - CB2A / Instore paymentPaiement en magasin - NEXO / Instore payment

Update timeline

  1. investigating Nov 01, 2025, 10:56 AM UTC

    FR Nous avons identifié des difficultés sur la plateforme de paiement. L'incident est en cours d'analyse. EN We have identified ongoing difficulties on the payment platform. An investigation is in progress.

  2. monitoring Nov 01, 2025, 11:16 AM UTC

    TSR-2508 - Début / Start : 01/11/2025 11h37 CET - Fin / End : 01/11/2025 12h11 CET - Catégorie / Category : Production Processing - Responsabilité / Responsibility : Externe / External - Priorité / Priority : P2 FR Le trafic est revenu à la normale à 12h11. Nous continuons de monitorer et vous informerons des causes de l'incident. EN Traffic is back to normal at 12:11 PM. We continue to monitor the situation and will inform you of the causes.

  3. resolved Nov 03, 2025, 06:58 AM UTC

    This incident has been resolved.

  4. postmortem Nov 04, 2025, 09:42 AM UTC

    # _English version below_ # Post Mortem **Référence incident** TSR-2508 **Service concerné** Paiements e-commerce et paiements en magasins. **Impact client** Impossibilité d’effectuer des paiements pour les porteurs. **Synthèse de l’incident** * **1 novembre 11h37 : début de l’incident.** * **1 novembre 11h43 :** remontées d’alertes. * **1 novembre 11h57 :** création d’une cellule de crise dédiée et début des analyses. * **1 novembre 11h58 :** identification d’un serveur défectueux chez un prestataire externe. * **1 novembre 12h04 :** contact du prestataire qui confirme l’incident chez eux. * **1 novembre 12h11 : fin de l’incident.** **Contexte** N/A **Root cause** Incident externe chez un prestataire. ‌ ==============ENGLISH VERSION============== # Post Mortem **Incident reference** TSR-2508 **Payment services affected by the incident** E-commerce payments and in-store payments. **Client impact** Cardholders were unable to make payments. **Incident Overview** * **1 November 11:37am: start of the incident.** * **1 November 11:43am:** alerts raised. * **1 November 11:57am:** creation of a dedicated crisis unit and start of analysis. * **1 November 11:58am:** identification of a faulty server at an external provider. * **1 November 12:04pm:** contact made with the provider, who confirmed the incident on their side. * **1 November 12:11pm: End of the incident.** **Context** N/A **Root cause** External incident at a service provider.