eMerchantPay incident

Temporary service disruption with MasterCard

Notice Resolved View vendor source →

eMerchantPay experienced a notice incident on November 9, 2021 affecting Genesis - web payment form (PRODUCTION) and Genesis - API (PRODUCTION), lasting 17h 38m. The incident has been resolved; the full update timeline is below.

Started
Nov 09, 2021, 11:05 PM UTC
Resolved
Nov 10, 2021, 04:44 PM UTC
Duration
17h 38m
Detected by Pingoru
Nov 09, 2021, 11:05 PM UTC

Affected components

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

Update timeline

  1. identified Nov 09, 2021, 11:05 PM UTC

    Please be advised that we have identified temporary issues with Mastercard transaction processing. This is confirmed to be 100% MasterCard related, and not caused by our gateway. This issue causes Mastercard transactions to fail with errors 07-Honour with ID and 08-Time-Out. We were advised by our provider that MasterCard are performing maintenance at the moment and are working to resolve the issue as soon as possible. Kind regards, Technical Support Team

  2. resolved Nov 10, 2021, 04:44 PM UTC

    Dear Valued Partner, The temporary processing disruption on November 09, 2021 from 21:56 UTC to 23:00 UTC partially affecting MasterCard authorizations, has already been resolved by MasterCard. Everything seems stable now, but we are still expecting the final analysis of the root cause from our provider. We shall keep monitoring the transactions in order to make sure that it will not appear again. Please, accept our apologies for any inconvenience caused! Kind regards, Technical Support Team