eMerchantPay incident

Genesis Gateway Outage - 19/09/2018 with ECP acquirer

Critical Resolved View vendor source →

eMerchantPay experienced a critical incident on September 19, 2018 affecting emerchantpay.com and Genesis - web payment form (PRODUCTION) and 1 more component, lasting 30m. The incident has been resolved; the full update timeline is below.

Started
Sep 19, 2018, 01:48 PM UTC
Resolved
Sep 19, 2018, 02:19 PM UTC
Duration
30m
Detected by Pingoru
Sep 19, 2018, 01:48 PM UTC

Affected components

emerchantpay.comGenesis - web payment form (PRODUCTION)Genesis - API (PRODUCTION)

Update timeline

  1. identified Sep 19, 2018, 01:48 PM UTC

    Dear Partners, We are currently experiencing a persistent problem affecting all of our processing with ECP acquirer. All the transactions which are submitted with the above acquirer are in status Error. Our technical team have identified the problem at hand and are working hard to resolve it. We will update you as soon as possible when we have an update on the situation. Kind Regards, emerchantpay Technical Support Team

  2. resolved Sep 19, 2018, 02:19 PM UTC

    Dear Partner, The issue has been resolved. We will provide you a postmortem on the situation. Regards, emerchantpay Technical Support Team

  3. postmortem Sep 19, 2018, 02:28 PM UTC

    Dear Merchant, We have identified the root cause of the problem - related to temporary DB issues at ECP acquirer systems. As a result, transaction processing has started receiving errors for ECP acquirer only. As a result, emerchantpay Gateway with ECP acquirer has 1166 failed transactions that started at 18-09-19 13:10 UTC and ended at 18-09-19 14:10 UTC. ECP acquirer has resolved the DB issues, and payment processing has been fully restored. They notified some processing logs might be missing in the UI, until they backfill the data, but all is stable. We sincerely apologize for the inconvenience caused. Kind Regards, emerchantpay Technical Support Team