Fidel Outage History

Started Oct 22, 2026, 07:00 PM UTC· resolved Oct 26, 2026, 10:15 AM UTC

1. investigating Oct 22, 2026, 07:00 PM UTC

   We are experiencing intermittent failures in our Amex integration, affecting merchant onboarding and card enrollment. We are in contact with Amex to investigate the issue and confirm its scope. We will provide updates as more information becomes available.

2. monitoring Oct 23, 2026, 03:40 PM UTC

   We have not observed any further issues since 13:00 UTC and are continuing to monitor the Amex integration closely. Merchant onboarding and card enrollment functionality have stabilized. We will provide a final update once we confirm full resolution.

3. resolved Oct 26, 2026, 10:15 AM UTC

   The incident has been resolved.

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Started Oct 04, 2026, 12:00 AM UTC· resolved Oct 06, 2026, 12:38 PM UTC

1. investigating Oct 05, 2026, 08:28 AM UTC

   Dear Client, We are writing to notify you of technical issues currently impacting Visa transaction processing across our systems. Overview of Issues: Clearing Delays: We have observed delays in transaction clearing affecting Visa payments originating since September 30. Authorization Disruptions: Intermittent issues are currently affecting Visa transaction authorizations since yesterday. Current Status: Both issues have been formally escalated to Visa's primary support teams. Visa is actively investigating the root cause and working toward an expedited resolution. Our technical operations team is in continuous contact with Visa to monitor progress. Next Steps & Impact: No action is required on your part at this time. We will issue a follow-up communication as soon as Visa provides a definitive update or full service restoration. We apologize for any inconvenience this may cause and sincerely appreciate your patience and understanding. Sincerely, Fidel team

2. resolved Oct 06, 2026, 12:38 PM UTC

   The incident has been resolved.

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Started Sep 13, 2026, 08:13 AM UTC· resolved Sep 15, 2026, 08:38 AM UTC

1. identified Sep 13, 2026, 08:13 AM UTC

   We are aware of an ongoing issue affecting authorization transactions processing due to an outage at Amex. We are monitoring the situation and will provide further updates as more information becomes available.

2. resolved Sep 15, 2026, 08:38 AM UTC

   Amex has resolved the issue affecting transaction processing. We are monitoring transaction flows to ensure the service has fully recovered.

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Started Aug 28, 2026, 08:31 AM UTC· resolved Aug 29, 2026, 02:23 PM UTC

1. identified Aug 28, 2026, 08:31 AM UTC

   We are currently experiencing delays in data propagation across our internal systems. As a result, some stale data may be displayed in our APIs and Dashboard. We expect the issue to be resolved by tomorrow.

2. resolved Aug 29, 2026, 02:23 PM UTC

   All traffic has returned to normal, and the APIs and Dashboard are now operating as expected.

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Started Aug 13, 2026, 08:56 AM UTC· resolved Aug 22, 2026, 01:50 PM UTC

1. identified Aug 13, 2026, 08:56 AM UTC

   Visa is currently performing planned maintenance on its platform, starting on 13 August and expected to last approximately one week. During this period, settlement processing and related downstream activity, including EPM delivery, may experience delays. No action is required from customers.

2. resolved Aug 22, 2026, 01:50 PM UTC

   Visa clearing transactions are back on track, with processing times now back to normal.

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Started Aug 11, 2026, 09:23 AM UTC· resolved Aug 31, 2026, 10:59 PM UTC

1. identified Aug 11, 2026, 09:23 AM UTC

   We are currently experiencing a lower-than-expected volume of Mastercard clearing transactions being received from Mastercard. We have escalated the issue with Mastercard and are actively following up, but we have not yet received an update on the root cause or expected resolution. We are continuing to monitor the situation and will provide further updates as they become available. We are investigating the issue now.

2. resolved Aug 31, 2026, 10:59 PM UTC

   The incident has been resolved.

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Started Jul 10, 2026, 11:00 PM UTC· resolved Jul 31, 2026, 10:10 AM UTC

1. investigating Jul 10, 2026, 11:00 PM UTC

   We are writing to inform you of an issue currently affecting Visa settlement transaction processing. For the past 3 days , we have been experiencing delayed clearing/settlement transactions from Visa . Current Status & Actions Taken High-Priority Escalation: We have escalated this issue directly to Visa’s technical team. Active Investigation: Our operations teams are working closely with Visa to isolate the root cause and restore the normal flow of transaction files. Queue Monitoring: We are prepared to process all backlogged transactions immediately once the clearing pipeline is fully restored. What This Means For You Transaction Backlog: You may experience a delay in the settlement or final status updates of some Visa transactions from the last 3 days. No Action Required: Your systems do not require any changes. All pending transactions are secure and will be processed in chronological order as soon as the issue is resolved. We sincerely apologize for any inconvenience this may cause and appreciate your patience as we work to resolve this swiftly. We will keep you updated as soon as we have progress to report.

2. resolved Jul 31, 2026, 10:10 AM UTC

   The Visa settlement issue has been resolved. The delayed transactions have been replayed and processed successfully. Transaction processing is now back to normal. No action is required on your side.

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Started Jun 01, 2026, 08:40 AM UTC· resolved Jun 05, 2026, 08:42 AM UTC

1. investigating Jun 01, 2026, 08:40 AM UTC

   We are currently experiencing settlement delays on Visa. The Issue: We have identified a delay in settlements for Visa transactions since May 26th. Current Status: This issue has been formally escalated to Visa. Their technical teams are actively investigating the root cause to restore normal processing timelines. No action is required on your part. We will keep you updated as the situation progresses. Thank you for your patience and understanding.

2. monitoring Jun 02, 2026, 08:47 AM UTC

   Visa has confirmed that the issue originated on their side and caused settlement processing to become temporarily stuck from 26 May onwards. Clearing files are now being received by Fidel, and our team is closely monitoring the situation to ensure all outstanding clearing gaps are identified and resolved.

3. resolved Jun 05, 2026, 08:42 AM UTC

   Recent processing delay regarding Visa transactions has been fully resolved. What happened: Visa resolved the issue on their end and successfully transferred all delayed clearing transactions to us. Current status: Fidel has processed all remaining transactions, and operations are now completely back to normal. We sincerely apologize for any inconvenience this disruption may have caused and appreciate your patience and understanding. If you have any questions or require further assistance, please feel free to reach out to your Customer Success Manager or our Support team.

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Started May 17, 2026, 11:00 PM UTC· resolved Jul 31, 2026, 11:43 AM UTC

1. investigating May 17, 2026, 11:00 PM UTC

   We are currently experiencing a delay in the clearing of Mastercard transactions from the past couple of days. Details: Initial investigations indicate that the issue is isolated to Mastercard clearing transactions The root cause is being investigated as an upstream issue within Mastercard's processing pipeline, affecting the delivery of clearing data to our platform Actions Taken: Escalation of the issue to Mastercard to identify and resolve the root cause Continuous monitoring of the incoming data flow from Mastercard No action is required on your part. We will keep you updated as the situation progresses. Thank you for your patience and understanding.

2. identified May 28, 2026, 09:29 AM UTC

   Root Cause Identified Our technical teams have successfully identified the root cause of the issue, which was related to a transition to a new clearing format . Current Status & Next Steps Data Feed Resumed: Mastercard began successfully transmitting clearing files to us yesterday. Catch-Up Processing: We are actively collaborating with Mastercard to clear the backlog and get all transactions fully back on track, covering the period starting from May 18th . We are working diligently to minimize any further delay and appreciate your understanding as we process the remaining data

3. monitoring Jun 02, 2026, 08:50 AM UTC

   Mastercard has begun filling the clearing gaps for transactions between 18–21 May. Our team will continue to monitor the process closely to ensure clearing activity returns to normal and all outstanding gaps are addressed.

4. monitoring Jun 05, 2026, 02:46 PM UTC

   Resolved: Initial Processing Disruption (May 18th – 21th) The initial processing disruption during this window has been fully resolved. All systems are performing normally, and backlogged data has been cleared. Investigating (May 28th – June 1st) We are currently tracking an abnormal pattern regarding clearing receivals for transactions settled between May 28th and June 1st. Current Action: We have formally escalated the matter to Mastercard , who is actively investigating the root cause on their side. We are monitoring their progress closely and will provide another update as soon as they share a timeline for resolution.

5. resolved Jul 31, 2026, 11:43 AM UTC

   The Mastercard clearing delay has been resolved. The delayed clearing data has been received and processed, and Mastercard transaction processing is back to normal. No action is required on your side.

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Started Mar 19, 2026, 06:20 PM UTC· resolved Mar 27, 2026, 05:33 PM UTC

1. investigating Mar 19, 2026, 06:20 PM UTC

   We are investigating an issue regarding an elevated volume of duplicate authorizations originating exclusively from the Mastercard network. While the influx of duplicate authorizations has ceased, we are keeping this incident open while we await further information. Impact: Between May 19th (18:20 UTC) and May 20th (23:22 UTC), several clients experienced an elevated number of duplicate authorization events for Mastercard transactions. Actions Taken: We have formally escalated the issue to Mastercard to determine the root cause of the duplicate events on their network. Our engineering team is currently monitoring our systems to evaluate if the behavior recurs.

2. resolved Mar 27, 2026, 05:33 PM UTC

   Update: Mastercard has concluded their investigation into the duplicate authorization events and provided a final update. The root cause was identified as a gateway error on their network, which incorrectly generated duplicate notification messages for single authorizations. Crucially, because these duplicate messages were sent with the exact same unique identifiers (which normally determine the uniqueness of a transaction), they bypassed standard deduplication checks. This is why the duplicate events were surfaced to our clients. Mastercard has confirmed the following key points: No Duplicate Transactions: This issue was limited strictly to message duplication. Actual authorization records, clearing files, and transactions were not duplicated. Mastercard considers this a one-time occurrence, and the issue has not recurred since March 20th. Normal service is fully restored, and we are marking this incident as resolved.

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Started Jan 13, 2026, 05:00 PM UTC· resolved Jan 17, 2026, 12:10 AM UTC

1. 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.

2. 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.

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Started Dec 26, 2025, 03:55 PM UTC· resolved Jan 14, 2026, 09:47 AM UTC

1. investigating Dec 26, 2025, 03:55 PM UTC

   Impact: A decreased volume in the reception of Mastercard clearing transactions, on the period of December 23 to 26. Details: On December 26th a decrease in the volume of Mastercard clearings was identified. Our investigation indicates this issue began on or around December 23th. Initial investigations indicate that the issue is isolated to Mastercard clearing transactions on the period December 23 to 26, The root cause is being investigated as an upstream issue within Mastercard's processing pipeline, affecting the delivery of clearing data to our platform. Actions Taken: Escalation of the issue to Mastercard to identify and resolve the root cause. Continuous monitoring of the incoming data flow from Mastercard.

2. resolved Jan 14, 2026, 09:47 AM UTC

   Summary: The incident affecting the reception of Mastercard clearing transactions (specifically from December 23rd through December 26th) is now fully resolved. Mastercard has replayed the missing transaction files, and all historical data has been successfully synchronized with our platform. Impact: Clients experienced a noticeable decrease in the volume of Mastercard clearing records received between December 23 and December 26. This resulted in incomplete datasets for that period, potentially affecting reconciliation and downstream reporting processes dependent on comprehensive clearing data. Root Cause: The issue was traced to an upstream processing anomaly within Mastercard’s environment that impeded the delivery of clearing data. While the specific technical root cause was not disclosed by the network, the failure was confirmed to be external to our platform and isolated to the transmission of files during the affected window. Resolution: Mastercard successfully replayed the affected transaction batches, allowing our system to ingest and process the backlog. We have confirmed that transaction volumes have returned to expected levels and data integrity for the affected dates has been restored. 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.

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Started Nov 20, 2025, 04:00 AM UTC· resolved Nov 21, 2025, 03:42 PM UTC

1. identified Nov 20, 2025, 04:00 AM UTC

   Impact: Abnormal delay in the reception for a subset of Visa auths and consequent delivery to customers. Details: Issue started at 4AM (UTC) and became more severe in the last few hours The root cause was identified as an upstream issue within Visa's transaction processing pipeline, affecting the delivery of authorization data to Fidel Actions Taken: Escalation of the issue to Visa to identify and resolve the root cause Continuous monitoring of the data flow from Visa to identify and mitigate further delays

2. monitoring Nov 20, 2025, 10:00 AM UTC

   Current Status: Visa authorization transactions are now being processed normally, with no delays Continuous monitoring confirms that the issue has been resolved We will maintain our vigilance to ensure ongoing stability

3. resolved Nov 21, 2025, 03:42 PM UTC

   We have confirmed that the delays affecting Visa transaction webhooks are fully resolved. The issue was caused by high transaction queue depth within Visa's upstream systems. Visa has cleared the backlog and we have observed normal processing speeds since 10:00 AM (UTC) yesterday . All delayed transactions have been successfully processed and delivered.

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Started Nov 11, 2025, 02:29 PM UTC· resolved Dec 02, 2025, 09:24 AM UTC

1. investigating Nov 11, 2025, 02:29 PM UTC

   Impact: A decreased volume in the reception of Visa clearing transactions. This may impact the accuracy and timing of settlement data for all Visa transactions. Details: On November 3rd a decrease in the volume of Visa clearings was identified. Our investigation indicates this issue began on or around November 6th. Initial investigations indicate that the issue is isolated to Visa clearing transactions. The root cause is being investigated as an upstream issue within Visa's processing pipeline, affecting the delivery of clearing data to our platform. Actions Taken: Escalation of the issue to Visa to identify and resolve the root cause. Continuous monitoring of the incoming data flow from Visa.

2. monitoring Nov 13, 2025, 10:11 AM UTC

   Update : Visa has confirmed that the underlying issue causing data delays has been resolved and the fix has been successfully implemented . Transaction data has resumed flowing and is already being passed downstream to our clients. Impact: While flows are restoring Visa anticipates it may take up to 7 days to fully process and synchronize the historical backlog due to the significant volume of data accumulated during the incident . We will keep this incident open and continue to monitor the progress until the queue is fully drained.

3. resolved Dec 02, 2025, 09:24 AM UTC

   Summary: The incident concerning delayed Visa settlement data (affecting transactions from November 6th through November 11th) is now fully resolved. The historical backlog has been processed and successfully synchronized. Impact: Clients experienced a delay in receiving Visa settlement records for November 11, 2025. This affected reconciliation and downstream processes dependent on timely settlement data. Root Cause: Visa identified an internal processing issue that resulted in the failure of one of their clearing and settlement jobs, preventing expected delivery of settlement data for the affected date(s). Resolution: Visa addressed the internal issue on November 28, and settlement processing has returned to normal. We are now observing clearing times within the expected range, and normal service is fully restored. Next Steps: No further action is required at this time. We will continue to monitor settlement performance and re-engage if issues reoccur.

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