PayTrace had 13 outages in the last 2 years totaling 22h 18m of downtime — averaging 0.5 incidents per month.
There were 13 PayTrace outages since September 12, 2024 totaling 22h 18m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are currently investigating an issue connecting to the TSYS processing platform. Merchants using the TSYS platform are currently not getting responses to transaction requests.
TSYS transaction processing is back up and running at full speed. We will provide a postmortem after we gather all information around the root cause.
Multiple PayTrace services are currently experiencing an interruption due to a widespread outage with our cloud provider, Amazon Web Services (AWS). Our engineering team is actively monitoring the situation and tracking AWS's progress toward a resolution. We will provide another update as soon as more information is available.
Our engineering team has confirmed that all services are now fully operational. While AWS has not yet updated their public status page to reflect the recovery, our internal monitoring indicates that the underlying issue is completely resolved. Thank you for your patience.
Our systems have detected degraded performance affecting the processing network EPX. During this time, you may experience slower than normal load times or processing delays. Our engineering team is actively investigating the root cause and working to restore full performance as quickly as possible. We apologize for any inconvenience and will provide another update as soon as we have more information.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Our automated systems have detected possible performance issues with our PayTrace Email server. We're currently investigating and will provide more information soon as possible. The issue is preventing Multi Factor Authentication (MFA) codes from being sent via Email as well as Receipts.
This incident has been resolved.
Our systems have detected degraded performance affecting paytrace.net and the Virtual Terminal. During this time, you may experience slower than normal load times or processing delays. Our engineering team is actively investigating the root cause and working to restore full performance as quickly as possible. We apologize for any inconvenience and will provide another update as soon as we have more information.
Our Technology team has resolved the issue, and our sign-in page and website are now functioning at normal speeds. Thank you for your patience and understanding.
Our systems have detected degraded performance affecting paytrace.net and the Virtual Terminal. During this time, you may experience slower than normal load times or processing delays. Our engineering team is actively investigating the root cause and working to restore full performance as quickly as possible. We apologize for any inconvenience and will provide another update as soon as we have more information.
Our technical team has identified the issue and is working to restore our site to full operational capacity. We will provide additional updates as they become available.
Site is moving at full speed. Trying to get confirmation from DevOps so I can resolve the status
Our systems have detected possible performance issues with our system (paytrace.net). We're currently investigating and will provide more information soon.
We are continuing to investigate this issue and will provide more information as soon as it becomes available. Thank you for your patience.
Our Technology team has resolved the issue, and our sign-in page and website are now functioning at normal speeds. Thank you for your patience and understanding.
We have identified an issue with accessing our PayTrace.net website. However, you can still log in to PayTrace by going directly to PayTrace.com/login.pay. We have located the issue and are working on fixing it. We will provide updates as they become available.
Our DevOps team has identified and resolved the issue affecting access to the PayTrace.net website. The site is now fully operational and available for use. We sincerely appreciate your patience and understanding throughout this matter.
PayTrace users are currently experiencing latency issues when logging in to our system. Our Technology team is aware of the problem and is working diligently to resolve it. We will provide additional updates as they become available.
We are pleased to announce that the issue has been resolved and the PayTrace website is now back up and running at full speed. We appreciate your patience during this time. Thank you!
Our telephone provider is currently experiencing issues. Their team is aware of the problem and is working diligently to restore services. Please note that PayTrace telephone support is currently unavailable. However, email support remains accessible ([email protected]), and we will provide updates as soon as we have more information. Thank you for your patience.
The incident has been resolved, and telephone support is now back up and running. Thank you for your patience!
We are currently addressing an issue that has affected the processing of recurring payments for some merchants. Our team is actively working on a hot fix, and once implemented, we will re-run the missed transactions. Please refrain from processing these payments manually, as we will ensure that all missed recurring payments are identified and processed accordingly. Thank you for your understanding and patience as we work to resolve this matter.
We have successfully resolved the issue that was impacting recurring payments. All payments that did not process previously have now been successfully processed. Thank you for your patience while we worked on this resolution. For any further questions or concerns, please feel free to reach out to our support team.
We want to inform you that PayTrace has identified communication errors that are affecting the ability to process transactions on the NGT Processing platform. After reaching out to NGT, it has been confirmed that the issue is on their end. The NGT team is currently mobilizing all resources and is actively working to resolve the issue. We appreciate your patience during this time and will keep you updated as soon as they are back up and fully operational. Thank you for your understanding.
The NGT Team has resolved the issue, and processing is back up and running normally.
PayTrace users are experiencing website latency when logging in to our system. Our Dev Ops team was made aware of the issue and has identified the problem and a fix will be going out momentarily. We will provide additional updates when they become available.
Our DevOps team has fixed the issue and our sign in page is moving at normal speeds. Thank you for your patience and understanding.