eMerchantPay incident

emerchantpay - temporary issues with the external 3DS provider - Visa related

eMerchantPay experienced a notice incident on August 30, 2020 affecting Genesis - web payment form (PRODUCTION) and Genesis - API (PRODUCTION), lasting 2h 20m. The incident has been resolved; the full update timeline is below.

Started: Aug 30, 2020, 01:07 PM UTC
Resolved: Aug 30, 2020, 03:27 PM UTC
Duration: 2h 20m
Detected by Pingoru: Aug 30, 2020, 01:07 PM UTC

Affected components

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

Update timeline

identified Aug 30, 2020, 01:07 PM UTC

Dear Valued Partner, Please kindly note that we have identified temporary issues with the external 3DS provider specifically, causing all Visa 3DSecure transactions to fail with the error message "The connection to the Directory Server timed out". We have already escalated to the responsible 3DS provider team, and they are working on the resolution of the issue. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team
resolved Aug 30, 2020, 03:27 PM UTC

Dear Valued Partner, The issue was a result of a global internet carrier (Level3/CenturyLink) dropping a significant part of the internet traffic in Europe and the USA. This impacted the Visa directory servers and thus our 3DS provider. The disruption with the Visa 3DSecure traffic is now resolved, but we will continue monitoring it to ensure that all your transactions will be completed successfully. Kind regards, Technical Support Team