Fidel experienced a major incident on January 13, 2026, lasting 3d 7h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Jan 13, 2026, 05:00 PM UTC
Impact: A total loss of connectivity with Visa North America , resulting in zero transactions being received or processed since January 13th, 5:00 PM GMT. Details: On January 13th at approximately 5:00 PM GMT, a complete drop in transaction traffic from Visa US and Canada was identified. Our internal monitoring alerts triggered immediately as the expected volume fell to zero. Initial investigations confirm that the disruption is specific to the Visa network connectivity layer in North America . Unlike previous intermittent issues, this is a sustained outage affecting all incoming transaction data from the Visa gateway to our platform. The root cause is currently being investigated as a critical connectivity failure. Actions Taken: Emergency Escalation: The issue has been escalated to Visa’s Technical Support. Internal Audit: Our engineering teams have verified that internal systems are healthy and ready to process data as soon as the external connection is restored. Active Monitoring: We are performing continuous heartbeat checks on the Visa API endpoints and monitoring for any signs of reconnection.
- resolved Jan 17, 2026, 12:10 AM UTC
Summary: The incident affecting the reception of Visa auth and clearing transactions January 13th at approximately 5:00 PM GMT to January 17th at approximately 00:00 AM GMT is now fully resolved. Visa is starting to replay the missing transaction files, and all historical data will be successfully synchronized with our platform. Impact: North American Clients experienced temporary pause on Visa transactions. Resolution: The issue was caused by Fidel Operations and isolated to Visa transactions. Fidel working with Visa have addressed the issue and transactions are flow of again. All missed transactions will be replayed to Fidel and shared with our clients Next Steps: No further action is required at this time. We will continue to monitor incoming data flows to ensure stability and will update this page only if further anomalies are detected.