Form3 incident
INC160242 - Degradation to Form3 - UK Instant and Form3 - SEPA Instant
Form3 experienced a minor incident on September 24, 2023 affecting Indirect and Direct Non Settling and 1 more component, lasting 5h 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 24, 2023, 03:36 PM UTC
Form3 have identified a degradation to the Form3 - UK Instant and Form3 - SEPA Instant services. Customers may experience latency with payment processing. Root cause has been isolated to an issue with our network security provider Investigations are ongoing and an update will be provided as soon as more information becomes available.
- identified Sep 24, 2023, 03:48 PM UTC
Our network security provider have identified the issue and a fix is being implemented. An update will be provided once the fix is in place.
- identified Sep 24, 2023, 05:07 PM UTC
Our network security provider are continuing to work on a fix for this issue.
- identified Sep 24, 2023, 06:06 PM UTC
Our network security provider continue to work on a fix for this issue.
- identified Sep 24, 2023, 07:59 PM UTC
Our network security provider continue to work on a fix identified for this issue. A further update will be provided as soon as this becomes available.
- resolved Sep 24, 2023, 09:17 PM UTC
Service has returned to normal processing. After a period of monitoring, our Incident Response Team have confirmed there is no ongoing impact. Further details will be provided in the postmortem in due course.
- postmortem Oct 02, 2023, 10:48 AM UTC
At 15:36 UTC on Sunday the 24th of September, we identified an issue impacting the processing times of payments on both Form3 – UK Instant Direct and SEPA Instant services Root cause was isolated to an issue with our Network Security Provider. To restore services traffic was re-routed to a known healthy location at 21:14 UTC, and payment processing then returned to expected levels. Form3 are working with our Network Security Provider to identify and implement measures to prevent a reoccurrence.