Pagero Online Support - Delays in call and ticket handling

Update timeline

1. investigating Apr 28, 2025, 03:42 PM UTC

   Due to the unexpected electricity outage in Spain since past midday, the Pagero Online Support agents located there are not able to attend calls nor handle cases normally. Our teams are working hard on minimizing the impact, but some requests may be delayed. We appreciate your patience and understanding and will attend to your inquiries as soon as possible. Thank you for your cooperation.

2. monitoring Apr 28, 2025, 10:56 PM UTC

   The electricity outage in Spain has been partially resolved, and our team have made significant progress in addressing the backlog of ticket requests. We have been able to handle a substantial number of tickets and are working to respond to all remaining inquiries as soon as possible. However, some of our support colleagues are still experiencing intermittent internet connectivity issues, which may cause delays in responding to new requests. We appreciate your continued patience and understanding as we work to return to normal operations.

3. monitoring Apr 29, 2025, 10:32 AM UTC

   We appreciate your continued understanding as we work to catch up after the electricity outage in Spain. While power is mostly back online and we've made substantial progress on outstanding support requests, intermittent internet problems are still affecting some of our team members. This may result in slower response times for new inquiries, but rest assured we are addressing all tickets as quickly as possible to return to our standard service levels. If you have any questions, please contact our Support team

4. monitoring Apr 29, 2025, 01:46 PM UTC

   We have verified that the connectivity issues facing some of the Support team members have now stabilized, following the widespread blackout in Spain yesterday. All members are online and equipped to assist you. Barring any unforeseen developments, we consider the potential disruption related to this incident concluded for our team's operations. Thank you for your patience and understanding. If you have any questions, please contact our Support team

5. monitoring Apr 29, 2025, 01:57 PM UTC

   We have verified that the connectivity issues facing some of the Support team members have now stabilized, following the widespread blackout in Spain yesterday. All members are online and equipped to assist you. Barring any unforeseen developments, we consider the potential disruption related to this incident concluded for our team's operations. Thank you for your patience and understanding. If you have any questions, please contact our Support team

6. resolved Apr 29, 2025, 01:57 PM UTC

   We have verified that the connectivity issues facing some of the Support team members have now stabilized, following the widespread blackout in Spain yesterday. All members are online and equipped to assist you. Barring any unforeseen developments, we consider the potential disruption related to this incident concluded for our team's operations. Thank you for your patience and understanding. If you have any questions, please contact our Support team