Partial unavailability of the Payments API

Update timeline

1. investigating Mar 10, 2026, 01:04 PM UTC

   We are currently investigating an issue affecting Payments API. Customers may experience delays in processing payments. The issue started at approximately March 10th, 12:33 in UTC. Our engineering team is actively investigating the cause and working to restore normal operation as quickly as possible. Next update will be provided as soon as more information becomes available.

2. identified Mar 10, 2026, 01:07 PM UTC

   We have identified the cause of the issue affecting Payments API. At this time, customers may still experience delay in processing payments. Our team is implementing mitigation measures to restore full functionality. We will continue to provide updates as progress is made.

3. resolved Mar 10, 2026, 01:29 PM UTC

   The incident has been fully resolved. Incident duration: From March 10th, 12:33 in UTC Until March 10th, 13:00 in UTC All services are now operating normally. Our team continues to monitor the platform to ensure stability. We appreciate your patience and understanding. A detailed postmortem will be published shortly.

4. postmortem Mar 12, 2026, 02:12 PM UTC

   ## Executive Summary On March 10, 2026, between **12:33 and 13:00 UTC**, our Payment Initiation Service and Account Information Service experienced a temporary disruption that prevented successful processing of payment initiation and account information requests from clients and partners. The incident has been fully resolved. **We sincerely apologize for the interruption and any impact this may have caused to your operations.** ## Incident Overview | | | | --- | --- | | **Incident Date** | 10 Mar 2026 | | **Duration** | ~27 minutes \(12:30-13:00 UTC\) | | **Impact** | Temporary inability to process payment initiation and account information requests. | | **Current Status** | ✅ **Resolved**. Infrastructure restored and operating normally | ## What Happened The disruption was caused by an infrastructure-level configuration change required due to hardware-related issues affecting one of our network components. As a result of this change, the application layer temporarily lost the ability to establish database connections. This was not related to any client-side integration or API change. ## Timeline \(UTC\) | Time | Event | | --- | --- | | 12:33 | Service disruption detected via monitoring alerts | | 12:34 | Engineering team engaged | | 12:45 | Corrective action applied | | 12:46 | First successful payment processed | | 13:00 | Services fully restored. | ## Root Cause The disruption was caused by an infrastructure-level configuration change required due to hardware-related issues affecting one of our network components. As a result of this change, the application layer temporarily lost the ability to establish database connections, leading to payment processing failures. This was not related to any client-side integration or API change. ## Resolution The issue was resolved by restarting affected application processes to ensure proper re-establishment of database connections following the infrastructure update. Normal payment processing resumed at **12:45 UTC**. The first successful payment after recovery was processed at **12:46 UTC**. ## Corrective & Preventive Measures We have initiated the following actions to prevent recurrence: 1. **Application-level resilience improvements** Enhancing database connection handling to better tolerate infrastructure changes. 2. **Additional validation checks** Implementing safeguards to ensure application awareness of infrastructure-level changes in real time. ## Contact If you have any questions about this incident or need assistance with affected transactions, please contact your account manager or reach out to our support team. We remain committed to providing reliable payment services and appreciate your continued partnership. _This report is intended for authorized partners only. Please do not distribute externally._