Disruption: MCM IVR Payments, Payment Gateway, Service Providers and 1 more

Update timeline

1. investigating Oct 20, 2026, 04:05 PM UTC

   NISC is aware that several payments channels have degraded performance. We believe this is related to yesterday's issues with our third party credit card processor. We are working with them to resolve the issue.

2. investigating Oct 20, 2026, 05:15 PM UTC

   We received an update from our processing partner. They recognize the latency issues and have further engaged with their engineering team to identify and correct the underlying cause. They do not yet have an ETA for resolution, and will continue to provide us with hourly updates. We have confirmed that this issue is also affecting some third party credit check processes due to the degraded gateway performance. The issue does lie with the credit processes, but is affected due to the root latency.

3. investigating Oct 20, 2026, 05:46 PM UTC

   We are beginning to see some signs of recovery, but have not yet received any confirmation to resolution. We will continue to keep this instance open, until we get verified resolution from our processing partner, and will monitor in the meantime.

4. investigating Oct 20, 2026, 07:02 PM UTC

   At this time we are continuing to see no issues within any payments channels. We have not yet received any response verifying the underlying issues have been identified and fixed, so we are continuing to leave this incident open until we receive that confirmation. As we await, we are continuing to monitor system performance.

5. investigating Oct 20, 2026, 08:44 PM UTC

   At this time, NISC continues to see no issues within any payment channels. Our credit card processor continues to work toward a permanent resolution, but at this time, NISC does not have confirmation that this in place. We will leave this incident open until we have confirmation of a permanent fix. NISC will also continue to monitor system performance until that is in place.

6. investigating Oct 21, 2026, 01:40 PM UTC

   Our credit card processor implemented a hardware upgrade between 1:00 a.m. ET and 6:00 a.m. EST this morning, October 21, 2026. This corrective action is designed to further improve platform performance and support the full resolution of the issue. At 8:12 AM EST this morning, our credit card processor reported that they observed a recurrence of intermittent latency and transaction timeouts affecting some users. NISC monitoring has not shown that we have not been affected by this latency this morning at this time. NISC is currently seeing all payment channels processing as expected. NISC will continue to monitor while we work to confirm resolution with our third party processor. Until we have confirmation, this incident will remain open.

7. investigating Oct 21, 2026, 03:43 PM UTC

   Our third party processor continues to take additional fix actions as potential causes are identified. Their technical teams remain actively engaged and continue to closely monitor performance and service stability while investigating the recurrence for additional corrective actions. While investigations continue for full service restoration, some users may continue to experience sporadic latency and transaction timeouts.

8. investigating Oct 21, 2026, 05:06 PM UTC

   Our credit card processing partner's monitoring has not detected any current on-going latency. They continue to monitor and investigate multiple work streams to identify any additional corrective actions necessary to ensure full restoration. Their technical teams remain actively engaged and continue to closely monitor performance and service stability while investigating the recurrence for additional corrective actions. Investigations continue for full service restoration. While there is no current latency, due to the sporadic nature, some users may continue to experience sporadic latency and transaction timeouts.

9. investigating Oct 21, 2026, 07:57 PM UTC

   Since completing the hardware upgrades, our processor has observed improved overall performance, including a reduction in the frequency and duration of latency and transaction timeouts. They are however seeing isolated and very sporadic occurrences still continuing. They are continuing to monitor environments and conduct end-to-end reviews to identify any additional anomalies that may be contributing to the intermittent behavior and determine whether further remediation actions are required. Due to the intermittent nature of the issue, some users may continue to experience sporadic latency or transaction timeouts. We will continue monitoring all aspects from NISC and provide updates as they become available.

10. investigating Oct 21, 2026, 09:10 PM UTC

    Our processor is continuing to closely monitor the environment and are making progress in conducting end-to-end reviews to identify any additional anomalies that may be contributing to the intermittent behavior and determine whether further remediation actions are required. Their monitoring continues to see overall improvement in performance and reduced frequency and duration of latency and transaction timeouts. While efforts continue toward full resolution and due to the intermittent nature of the issue, some users may continue to experience sporadic latency or transaction timeouts.

11. investigating Oct 22, 2026, 01:28 AM UTC

    Update 1 of 2: The credit card processor has confirmed that hardware changes made overnight on October 21 successfully resolved the intermittent latency and transaction timeout issues experienced on October 19 and 20. Planned Follow-Up Maintenance As a follow-up to their hardware upgrade, they will perform additional maintenance between 1:00 a.m. and 6:00 a.m. ET on October 22, 2026, to apply the same hardware upgrade to alternate backup nodes and ensure full redundancy. During this maintenance window, clients may experience up to two brief service interruptions, each lasting approximately 2 to 8 minutes.

12. investigating Oct 22, 2026, 01:37 AM UTC

    Update 2 of 2 October 21- Cont Update Beginning the morning of October 21, a separate issue resulted in additional latency and transaction timeouts still involving the card processor and was not seen in NISC systems. It was determined that the impacts experienced today though not affecting our members are associated with an issue on the processor's cloud vendor partner's environment. Their vendor partner is scheduled to implement a fix at approximately 9:30 p.m. ET this evening. The processor will continue to monitor the environment throughout the remediation. Following implementation of the fix, they will perform validation activities to confirm the effectiveness of the remediation and sustained service stability and monitor overnight to confirm full restoration. We are expecting them to provide another update tomorrow morning. We saw no related issues today affecting NISC members. After the update tomorrow, we will continue working with the processor for full RCA.

13. investigating Oct 22, 2026, 02:51 PM UTC

    Our card processor's cloud provider implemented a fix at 9:02 p.m. ET on October 21, 2026, to address the underlying issue and mitigate the intermittent latency and timeouts affecting applications operating through its environment. Since implementation of the fix, the processor's support teams have continued to monitor and validate performance. NISC has also continued to monitor our own systems. No recurrence of the issue has been observed, and processing continues to perform at expected levels. The processor will maintain close monitoring throughout the day, including during peak processing periods, to validate sustained performance and confirm full resolution. We are expecting their next update to be around 3 PM Eastern today as long as no further issues arise. Once they indicate full resolution on their end we will expect a full Root Cause Analysis (RCA) shortly after which we will provide to our members once its available.

14. investigating Oct 22, 2026, 07:49 PM UTC

    Since the card processor's cloud provider implemented the fix at 9:02 p.m. ET on October 21, 2026, their environments remain stable, and no additional recurrence of the issue has been observed. Processing continues to perform at expected levels. The processor is continuing to maintain close monitoring throughout the day, including during peak processing periods, to validate sustained performance and confirm full resolution.

15. resolved Oct 22, 2026, 09:34 PM UTC

    Our third party credit card processor has confirmed that corrective changes were successfully implemented and that impact to all of their clients has ceased as of 8:02 p.m. CST on October 21, 2026. Since that time, affected environments have remained stable, with no additional recurrences observed and processing performing at expected levels. Support teams for both NISC and our third party processor will continue to monitor all systems and are prepared to address any additional issues that may arise. NISC will close this incident at this time and will post Root Cause Analysis as soon as this is available.