eMerchantPay incident

emerchantpay - ECP acquirer - Temporary issues in transaction processing with Mastercard only 05/11/2024

eMerchantPay experienced a major incident on November 5, 2024 affecting Genesis - web payment form (PRODUCTION) and Genesis - API (PRODUCTION), lasting 1h 30m. The incident has been resolved; the full update timeline is below.

Started: Nov 05, 2024, 03:05 PM UTC
Resolved: Nov 05, 2024, 04:35 PM UTC
Duration: 1h 30m
Detected by Pingoru: Nov 05, 2024, 03:05 PM UTC

Affected components

Genesis - web payment form (PRODUCTION)Genesis - API (PRODUCTION)

Update timeline

identified Nov 05, 2024, 03:05 PM UTC

Dear customer, Note we have identified an issue related to transaction declines with an unknown reason related to Mastercard card brand only with the ECP acquirer. The issue seems to affect Mastercard transactions only partially, as most are passing successfully. Please rest assured that we have escalated to the ECP acquirer already and are working together with the highest priority on the matter to resolve it as soon as possible. We appreciate your understanding, and please accept our apologies for any inconvenience caused. Should you have any questions or require further assistance, please do not hesitate to contact our Tech Support team at [email protected]
resolved Nov 05, 2024, 04:35 PM UTC

Dear Customer, A hotfix resolving the Mastercard issue has been deployed successfully by the ECP acquirer, and thus the issue has been fully rectified. If you experience any problems during payment processing, please don’t hesitate to contact our Tech Support team. We’ll continue to monitor our systems closely and keep you informed as needed.