Gravity Payments incident
Investigating issues with PAX A35 terminals
Gravity Payments experienced a notice incident on June 9, 2025, lasting 44d 4h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Jun 06, 2025, 08:56 PM UTC
We are currently investigating the issue and will update this page with more information soon. If you are having any difficulties, please contact our support team at [email protected] or call tel:8667014700.
- investigating Jun 06, 2025, 09:57 PM UTC
We are still investigating this issue and will provide updates and additional guidance as we have it.
- investigating Jun 09, 2025, 01:17 PM UTC
We are continuing to investigate this issue. We believe this issue is affecting PAX A35 devices exclusively of the A35-0BW-RD6-01AA hardware version. PAX has acknowledged the issue and is providing Gravity with updates as they work towards a fix, or workaround.
- investigating Jun 10, 2025, 02:37 PM UTC
We are continuing to drive the investigation of this issue with PAX. They have confirmed they are investigating and have escalated the issue as critical to their team. We continue to investigate fixes and workarounds to provide relief for those affected.
- identified Jun 11, 2025, 01:40 PM UTC
A fix to this issue has been found and is ready to be applied to affected merchants using PAX A35 devices with Part Number A35-0BW-RD6-01AA. Gravity Payments will be reaching out to affected merchants to apply the fix. We continue to work closely with PAX to address the root cause of this issue. We will provide more information as soon as it becomes available.
- resolved Jul 23, 2025, 05:41 PM UTC
This incident has been resolved.