MultiSafepay experienced a major incident on May 27, 2026 affecting API and Payments and 1 more component, lasting 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 27, 2026, 01:49 PM UTC
Our platform is experiencing degraded performance. We are aware of the issue(s) and our team is investigating, we will update as soon as possible.
- identified May 27, 2026, 01:56 PM UTC
Our team has identified the root cause and is working on the resolution.
- monitoring May 27, 2026, 02:30 PM UTC
The incident has been resolved and performance has returned to normal levels. We are continuing to monitor the situation closely.
- resolved May 27, 2026, 02:37 PM UTC
The incident has been resolved, and all services are operating normally.
- postmortem May 28, 2026, 04:29 PM UTC
**Incident Post-Mortem: Transaction Processing Disruption — 27 May 2026** **Post-incident update** On 27 May 2026, MultiSafepay experienced a service disruption that significantly affected transaction processing. The first alerts were triggered at approximately 15:28 CEST, when our monitoring detected an increase in system errors. Our engineering team started investigating immediately and identified the issue in a database table used for asynchronous transaction actions. **15:28–16:07 — Partial impact** An internal capacity limit was reached, preventing certain transaction flows from being completed successfully. As a result, a large number of online transactions failed. POS transactions continued to process normally throughout this period. **16:07–16:23 — Processing outage** The work needed to resolve the underlying issue caused a processing outage. No transactions were processed during this window. Transaction processing resumed at 16:23 CEST. After the main service was restored, our team continued recovery work on the affected follow-up processes. Key recovery steps were completed during the evening, with additional validation continuing afterwards to confirm completeness. **Root cause** The root cause was the exhaustion of an integer identifier range on a long-standing database table supporting offline and asynchronous transaction actions. Sustained growth in our processing volumes consumed the available range, preventing new records from being inserted where this table was required. **What we’re doing** We are taking the following actions to reduce the risk of this happening again: * reviewing any similar configuration limits and increasing capacity thresholds where needed, to ensure our platform can accommodate peak loads without disruption. * Improving monitoring and increasing internal alerts so we can act well before any limit is reached. * Using these findings to further strengthen the reliability of our platform. We are sorry for the disruption this caused to our merchants and their customers. We take the trust our merchants place in us seriously. If you have questions, please reach out to our team.