Nuvei incident
PAX terminals and Online Payments Products duplicated charges for VISA card transactions
Nuvei experienced a minor incident on October 20, 2025 affecting PAX A920 terminal and PAX A910s terminal and 1 more component, lasting 7d 19h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 03:56 AM UTC
We have identified an issue affecting VISA card transactions processed on PAX terminals, including the PAX A920, A910s, and A80, and online payments products, including Online Checkout, Payment Links, Hosted Payments Page and Virtual terminal. Cardholders may notice duplicate charges on their bank statements concerning specific transactions processed through the listed products, while merchants may see only one transaction record on TMP, Nuvei Merchant Portal, or Online Checkout Portal. Our team is actively investigating the issue, and updates will be shared as more information becomes available. We appreciate your patience as we work to resolve this matter and apologise for the inconvenience caused.
- monitoring Oct 20, 2025, 05:45 AM UTC
We have successfully identified the impacted transactions and will send the reversal transactions to the impacted cardholder accounts shortly. No action will be required by the cardholder or the merchant, and the reversal transaction record will be shown on the cardholder’s bank statement once the reversal process is completed.
- identified Oct 20, 2025, 10:14 PM UTC
Due to a technical issue, the reversal transactions have yet to be processed. Our team is continuing to investigate the issue, and we aim to complete the assessments and reversal as soon as possible. NOTE: If a customer reaches out regarding duplicate charges, please refrain from issuing a refund for the impacted VISA transaction and inform the customer that a reversal will be processed shortly. Further updates will be provided when more information becomes available. We apologise for the inconvenience this caused.
- monitoring Oct 21, 2025, 08:28 AM UTC
We would like to let you know that the reversal of the impacted VISA transactions has been released. The clearing process may take up to 3 days to complete depending on the card issuer. In the meantime, no action is required by the cardholder or the merchant. Once the clearing processed is completed, the duplicated transaction record will be removed and only one transaction record will be shown on the cardholder’s bank statement. We thank you for your patience as we work towards resolving the issue and we sincerely apologise again for the inconvenience this caused. For more details regarding the issue, please contact our support team for assistance.
- resolved Oct 27, 2025, 11:35 PM UTC
This incident has been resolved.