Issue affecting customer portal and API

Update timeline

1. investigating Jul 27, 2026, 03:59 PM UTC

   We are currently investigating an issue affecting our customer portal and API. Customers may experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed We understand the impact this may have on your operations and are treating this as a high-priority incident. Our teams are working urgently to identify the cause and fully restore normal service as quickly as possible. We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

2. investigating Jul 27, 2026, 05:01 PM UTC

   We wanted to give you an update: our engineers are still investigating the issue affecting our customer portal and API. We are taking actions to improve performance and we will continue to provide updates regarding the progress of our resolution effort. Customers may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

3. investigating Jul 27, 2026, 06:03 PM UTC

   Our incident team is working to resolve the current performance issue as a matter of urgency. They are currently improving the performance of one of our key databases, which is the root cause of the issue. As part of this effort, we have paused the processing of all inbound and outbound transactions. All payment requests sent since 17:50 BST have been queued and will be processed once performance has returned to normal. Payments requested prior to this time that have not been processed, and are therefore in a "pending" state, should not be reattempted. We will process these payments to their final status as soon as possible once the performance issue is resolved. Whilst we work to restore performance, you may experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

4. investigating Jul 27, 2026, 07:16 PM UTC

   Our incident team is still working to resolve the current performance issue as a matter of urgency. They are currently improving the performance of one of our key databases, which is the root cause of the issue. Whilst we work to restore performance, you may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

5. identified Jul 27, 2026, 08:08 PM UTC

   Our incident team is still working to resolve the current performance issue as a matter of urgency. They are currently improving the performance of one of our key databases, which is the root cause of the issue. Whilst we work to restore performance, you may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

6. identified Jul 27, 2026, 09:06 PM UTC

   Our incident team is still working to resolve the current performance issue as a matter of urgency. We are observing a degree of improvement in our platform's performance. However, Whilst we work to restore performance, you may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) Processing of all inbound and outbound transactions is still currently paused while we urgently work to restore performance We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

7. monitoring Jul 27, 2026, 09:51 PM UTC

   We are continuing to observe improved platform performance, and services are operating more normally. Processing of inbound and outbound payments has now been resumed. While the situation has stabilised significantly, we are maintaining enhanced monitoring to ensure all systems continue to perform as expected. Payment guidance: - If any payments affected by this incident are marked as Failed, they are now safe to retry. - If payments remain in a Pending state, please do not reprocess them at this time while we continue to work through those transactions. Our teams remain actively engaged and are monitoring the platform closely until we are confident the incident has been fully resolved. We appreciate your patience and apologise for any inconvenience caused. If you require further support, please contact us at [email protected].

8. monitoring Jul 27, 2026, 11:10 PM UTC

   Platform performance has returned to expected levels, and services are operating normally. We are continuing to closely monitor performance across all systems to ensure stability is maintained. Our teams are also working as a matter of urgency to resolve the remaining payments currently in a pending state. Customers with payments still showing as Pending should not reprocess them at this time while we complete this work. Payment guidance: - Payments affected by this incident that are marked as Failed are safe to retry. - Payments that remain in a Pending state should not be reprocessed at this time. We will continue to provide updates as progress is made and remain actively engaged until all impacted payments have been fully resolved. We apologise for any inconvenience caused and appreciate your patience. If you require further support, please contact us at [email protected].

9. resolved Jul 27, 2026, 11:21 PM UTC

   We are pleased to confirm that the platform incident has been fully resolved. All systems are operating normally and performance has returned to expected levels. Payment guidance: - If any payments affected by this incident are marked as Failed, they are now safe to retry. - If payments remain in a Pending state, please do not reprocess them at this time while we continue to work through those transactions. We sincerely apologise for any inconvenience this may cause, If you require any further assistance or have concerns about your payments, please contact our support team at [email protected].