Resolved on February 21, 2025.
Incident Overview: A recent configuration change introduced an unintended impact on payment processing, causing payment profile tokenization failures for a subset of customers. The issue was quickly identified and resolved, restoring normal operations. Root Cause: An internal adjustment altered the way certain payment profile tokenization requests were handled, affecting the communication between systems and leading to failures in storing these payment profiles. Resolution & Next Steps: - The adjustment has been reverted to restore expected functionality. - Additional monitoring has been implemented to detect similar issues earlier. - A review process is in place to improve testing and validation of future changes. Potential Actions Needed: We recommend that customers whose signups or payment profile updates failed retry their transactions. If any issues persist, they should reach out to support for further assistance.
Update timeline
- resolved Feb 21, 2025, 09:28 PM UTC
Incident Overview: A recent configuration change introduced an unintended impact on payment processing, causing payment profile tokenization failures for a subset of customers. The issue was quickly identified and resolved, restoring normal operations. Root Cause: An internal adjustment altered the way certain payment profile tokenization requests were handled, affecting the communication between systems and leading to failures in storing these payment profiles. Resolution & Next Steps: - The adjustment has been reverted to restore expected functionality. - Additional monitoring has been implemented to detect similar issues earlier. - A review process is in place to improve testing and validation of future changes. Potential Actions Needed: We recommend that customers whose signups or payment profile updates failed retry their transactions. If any issues persist, they should reach out to support for further assistance.
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