ProPay had 30 outages in the last 2 years totaling 193h 47m of downtime — averaging 1.2 incidents per month.
There were 30 ProPay outages since June 20, 2024 totaling 193h 47m of downtime. Each is summarised below — incident details, duration, and resolution information.
At 3:00 a.m. (MDT) on Thursday the 21st of May, the database system will undergo its monthly maintenance. We anticipate no more than 10 minutes of service interruption during this time frame.
This incident has been resolved.
We are aware of an issue with the chargebacks. The Chargeback team is currently working with Development to resolve it. We will keep you posted as soon as there are updates.
This incident has been resolved.
We are aware of an issue affecting the delivery of some ProPay Reports. Our teams are working to correct the issue and will provide updates as they are available.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating an issue impacting a subset of Flash Funds transactions processed through VISA Direct. We believe the failures are occurring on select transactions where the recipient card is a Mastercard, though not all Mastercard transactions are affected. As a result, some partners may experience intermittent Flash Funds failures when sending payouts to certain Mastercard cards. Our teams are actively working with Visa to identify the root cause and implement a resolution.
We are aware of an issue affecting the test environment. Our teams are working to correct the issue and will provide updates as they are available.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are aware of an issue affecting partners using GP API. We have observed an increase in 215 errors (partially boarded) for signups on the GP API onboarding flow, leading to onboarding interruptions for some users. Our team is actively investigating and will provide updates as they are available.
Our teams have located the cause of the issue and will be implementing a fix overnight to address it.
This incident has been resolved as of March 30 at 11pmMT/1amET.
We are aware of an issue that prevented some tokenized transactions from being processed between 1:11pm ET to 2:54pm ET on the ProPay-Portico solution. This issue has been identified and resolved, and tokenized transaction processing should be working without incident currently.
We are aware of an issue affecting the delivery of some ProPay Sweep (Deposit Detail) Reports, which started with sweep bank deposit processes after 4am mountain time today. The bank deposit processes were successful, but the reports were not produced and delivered. Our teams are working to correct the issue and deliver the delayed reports.
Our teams have corrected the underlying issue and are working on the needed changes to deliver the missing reports.
Delayed reports are now delivering.
Reports should be delivered now. Please contact Partner Support for any remaining missing reports.
We are aware of an issue where Gross Billing Invoice reports were delivered only partially, resulting in files missing for some accounts. We are working on correcting the issue and generating the missing reports.
We have regenerated most of the Gross Billing Invoice reports. We are still working on a small population of files to be generated to resolve this issue.
We have regenerated the known missing files that were still pending and this issue is now resolved. Please contact our teams if there are any missing Gross Billing reports for specific merchants.
We are aware of an issue of delayed funding for some merchants. Our teams working to identify and resolve the issue as quickly as possible.
This incident has been resolved.
We are aware of an issue that is preventing some transactions from being processed. Our teams are working to resolve the issue as quickly as possible.
This incident has been resolved.
ProPay will perform an update on the Integration TEST environment between 10:00 AM and 11:00 Mountain Time today. All services and sites may be unavailable during this timeframe.
The testing is completed.
Our teams are aware of an issue with a ProPay feature. We are working to identify and address it as soon as possible. We will provide updates as additional information is available.
We are continuing to investigate this issue.
This incident has been resolved. The implemented fix looks to alleviate the issue.
We are aware of an issue that is preventing some transactions from being processed specifically for partners connected via the Heartland/Portico gateway integrations. Our teams are working to resolve the issue as quickly as possible.
Teams have implemented a fix to restore service and are monitoring the outcomes.
The issue impacts Visa transactions and was largely mitigated, but teams have observed some residual impact and are continuing to work to fully restore service.
We are continuing to work on a fix for this issue.
This incident has been resolved.
We are currently seeing a higher-than-normal volume of transaction declines affecting some of our partners. Our development team is actively investigating the issue to identify the root cause and implement a resolution. We will provide updates here as more information becomes available.
We’ve completed our internal review and did not find any issues on our end related to the decline behavior. Based on the available data, it appears the issue was caused by a timeout occurring on the partner’s side.
We will continue to monitor to ensure processing remains stable.
No anomalies have been identified during our review and everything appears to be functioning normally on our side
The Sandbox is currently unavailable. We are aware of the issue and are in the process of resolving.
This incident has been resolved.
An issue has been identified impacting ProPay Canada Direct credit card and refund transactions. Since 8/26/25, refund transactions have not processed successfully and credit card transactions have not been fully settled and posted to cardholder accounts. This has resulted in refund settlement reject transactions and cardholders seeing funds returned for transactions that should have completed. Our teams are working to implement a fix to address this issue and restore service. Cardholders seeing unexpected return of funds should not attempt to re-process their transactions; when the issue is fixed, transactions will post to cardholder accounts as previously expected. We will provide additional updates once the changes are implemented.
A fix has been implemented for the credit card transactions and we are monitoring the behavior of the processing of the settlement transactions. We are still working on some additional steps that are required to address processing the refunds.
Missed Canadian refunds have been processed as well now. We are resolving this incident.
We are aware of an issue affecting availability of our SFTP report site xfer.propay.com. Our teams are working to correct the issue and will provide updates as they are available.
Technical teams were engaged and service was restored for this site by 16:30MT.
ACH Payment transactions were delayed in submission to NACHA for 7/9/2025 for US ProPay Direct merchants. This effect of this delay is that some ACH payments made to ProPay merchants 7/8 and 7/9 were not debited from payer's bank accounts today, and will be debited tomorrow. Merchants were already funded for the proceeds of the ACH Payment transaction activity, but may receive inquiries from payers whose funds were not debited as expected.
Scheduled release update: On June 17th, between 12:00 am - 5:00 am MDT, Propay will perform an update to the Visa Direct certificate. *******All services and site may be unavailable during the time frame ********
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are aware of reports indicating that ACH returns are not appearing in the reports. Additionally, some ACH deposits are not arriving due to formatting issues. These issues are likely related to the recent migration to a new partner bank. Thank you for your patience as our teams actively investigate and work to resolve these matters.
Since 5/15, some ACH return files did not process correctly due to formatting issues with some records. These issues have been corrected and the outstanding files have been processed. This will be reflected in partner reporting files starting tomorrow. Some merchant deposits are being rejected by the receiving financial institution or need manual posting due to an account number formatting issue. To address this, our teams are working on a fix to our ACH file build process, which we expect to be in place for bank transfers starting tomorrow.
The account number formatting issue previously mentioned also impacts ACH Payment activity, so merchants may see some rejects/returns for ACH Payment transactions, including transactions with account data that was previously successful. This will be addressed as part of the fix expected to be in place tomorrow.
Our teams have implemented fixes for these issues and we will continue to monitor outcomes. For accounts affected by the combination of the bank account number formatting issue and ACH Return processing issue - merchants may not see full reconciliation of funding events until Tuesday the 27th, since Monday is a holiday.
This incident has been resolved. Merchants may re-submit ACH Payment transactions which were expected to complete but were returned. New ACH Payment transactions initiated after 5/21/25 22:00ET are expected to process normally. Deposits initiated and accepted after 5/21/25 22:00ET and before end of day today are expected to arrive in bank accounts 5/23/25. Deposits initiated and accepted between 5/21/25 22:00ET and 5/22/25 12:00ET did not include 5/22 return activity. Deposits initiated and accepted after 5/22/25 12:00ET will include current ACH Return activity. Deposits initiated and accepted 5/23/25 are expected to arrive in bank accounts Tuesday the 27th, due to the holiday.
We are aware of an issue that is preventing some transactions from being processed for Payment Facilitation partners integrated to Heartland/Portico solutions related to tokenization lookups. Our teams are working to resolve the issue as quickly as possible.
The issue impact window was between 14:51-15:28MT. Our teams are monitoring for further impact and reviewing root cause analysis.
This issue has been resolved.
On 2/20/2025, between 5:26-7:00am MT, partners processing on the Heartland + ProPay platform experienced processing issues related to a certificate update. The change was reverted to restore service. Our teams are working to implement improved testing and validation procedures to prevent similar issues from occurring in the future.
Due to unforeseen reasons, we are initiating a rollback of the production release that was deployed earlier this morning.
The production has been rolled back. The incident has been resolved at 1:25 MT
Today between 6:15-6:19am MT merchants may have experienced timeouts due to an issue with a network service provider in one of our data centers. Traffic was moved to our alternate data center while the provider works to address the issue.