PayPlug incident

INCIDENT PROCESSING | Perturbations plateforme de paiement / Payment platform disruptions / Perturbazioni della piattaforma di pagamento

Minor Resolved View vendor source →

PayPlug experienced a minor incident on December 5, 2025 affecting Paiements e-commerce, lasting 5h 43m. The incident has been resolved; the full update timeline is below.

Started
Dec 05, 2025, 09:00 AM UTC
Resolved
Dec 05, 2025, 02:44 PM UTC
Duration
5h 43m
Detected by Pingoru
Dec 05, 2025, 09:00 AM UTC

Affected components

Paiements e-commerce

Update timeline

  1. investigating Dec 05, 2025, 09:00 AM UTC

    FR Nous avons identifié des difficultés sur le processing de paiements qui semble lié à un incident chez Cloudflare. EN We have identified difficulties with payment processing which appear to be related to an incident at Cloudflare. IT Abbiamo individuato delle difficoltà nell'elaborazione dei pagamenti che sembrano essere correlate a un incidente avvenuto su Cloudflare.

  2. investigating Dec 05, 2025, 09:06 AM UTC

    We are continuing to investigate this issue.

  3. monitoring Dec 05, 2025, 09:17 AM UTC

    TSR-2651 - Début / Start : 04/12/2025 09h48 CET - Fin / End : 04/12/2025 10h13 CET - Catégorie / Category : Production Processing - Responsabilité / Responsibility : Externe / External - Priorité / Priority : P1 FR Le processing est en train de revenir depuis 10h13. Nous continuons de monitorer le service. EN Processing has been recovering since 10:13am. We continue to monitor the service. Il processing sta tornando dalle 10:13. Continuiamo a monitorare il servizio.

  4. resolved Dec 05, 2025, 02:44 PM UTC

    This incident has been resolved.

  5. postmortem Dec 09, 2025, 09:21 AM UTC

    # _English version below_ # Post Mortem **Référence incident** TSR-2651 **Service concerné** Paiements e-commerce et 3DS. **Impact client** Impossibilité d’effectuer des paiements pour les porteurs. ‌ **Synthèse de l’incident** * **5 décembre 09h48 : début de l’incident** et remontées d’alertes. * **5 décembre 09h52 :** création d’une cellule de crise dédiée. Début des investigations et suspicion d’un incident chez Clouflare. * **5 décembre 09h54 :** confirmation de l’incident chez Cloudflare. * **5 décembre 10h :** communication Statuspage. * **5 décembre 10h13 : fin de l’incident.** ‌ **Contexte** N/A **Root cause** Incident chez Clouflare. **Actions à entreprendre par Payplug** | **Symptômes** | **Actions** | | --- | --- | | Absence d’alternative en cas de défaillance de Cloudflare. | Étude en cours sur les alternatives pour avoir une solution de backup en cas d’incident. | ‌ ==============ENGLISH VERSION============== # Post Mortem **Incident reference** TSR-2651 **Payment services affected by the incident** E-commerce payments and 3DS. **Client impact** Inability for cardholders to make payments. ‌ **Incident Overview** * **5 December 09:48am: start of the incident** and alerts raised. * **5 December 09:52am:** establishment of a dedicated crisis unit. Start of investigations and suspicion of an incident at Cloudflare. * **5 December 09:54am:** confirmation of the incident at Cloudflare. * **5 December 10:00am:** Statuspage communication. * **5 December 10:13am: end of the incident.** ‌ **Context** N/A **Root cause** Incident at Cloudflare. **Actions to be taken by Payplug** | **Symptomes** | **Actions** | | --- | --- | | Lack of an alternative in the event of a Cloudflare failure. | A study is currently under way on alternatives to provide a backup solution in the event of an incident. |