INCIDENT NOTICE - 12/29/24 - Degraded Card Present and Not Present Processing

Update timeline

1. monitoring Dec 29, 2024, 08:41 PM UTC

   RoomKeyPMS Payments credit card processing has experienced technical difficulties since approximately 7:35 AM PST. While most transactions are now being processed successfully, some are still being reported as unsuccessful. Our payment team is actively investigating and working to resolve the issue. Additionally, we have observed that pre-authorizations made before today are encountering the following error when attempting to process payments: Processor invalid request response - Invalid Transaction Status (00: Transaction Approved). We are looking into this matter. In the meantime, you can still process payments for these reservations by selecting the "Post Payment" option and completing the transaction manually. For further updates, please refer to our status page: https://status.fullsteam.com/

2. monitoring Dec 31, 2024, 04:16 PM UTC

   We would like to inform you of a technical issue that occurred on Sunday, December 29, 2024, between 7:35 AM and 9:45 PM PST. During this time, RoomKeyPMS Payments Powered by Fullsteam experienced difficulties with pre-authorizations, causing error messages when attempting to process payments. While Fullsteam has resolved the issue, some pre-authorizations obtained during this period were successfully processed in Merchant Track but will not be visible in RoomKeyPMS. As a result, these pre-authorizations cannot be manually settled or voided. Action for Affected Pre-Authorizations: To process payments for reservations impacted by this issue, you can use the "Post Payment" option in RoomKeyPMS. What Will Happen with Affected Pre-Authorizations: Affected pre-authorizations will automatically be released according to the card-issuing bank's authorization release policy. Any held funds will be returned to the cardholder, though the timeframes for this may vary depending on the card type and issuing bank. If expedited release is needed, most card-issuing banks will require verbal approval from the cardholder, issuing bank, and merchant to authorize the release of pre-authorizations. The Fullsteam development team is aware of the incident and has successfully mitigated the issue. They are currently monitoring system performance. We understand that outages can cause disruptions and frustration, and we are committed to minimizing such occurrences and their impact on your operations.

3. resolved Dec 31, 2024, 07:45 PM UTC

   While Fullsteam has resolved the issue, some pre-authorizations obtained during this period were successfully processed in Merchant Track but will not be visible in RoomKeyPMS. As a result, these pre-authorizations cannot be manually settled or voided. Action for Affected Pre-Authorizations: - To process payments for reservations impacted by this issue, you can use the "Post Payment" option in RoomKeyPMS. What Will Happen with Affected Pre-Authorizations: - Affected pre-authorizations will automatically be released according to the card-issuing bank's authorization release policy. Any held funds will be returned to the cardholder, though the timeframes for this may vary depending on the card type and issuing bank. - If expedited release is needed, most card-issuing banks will require verbal approval from the cardholder, issuing bank, and merchant to authorize the release of pre-authorizations.