Malfunction in payment confirmation triggers.

Update timeline

1. identified Jan 11, 2026, 06:01 PM UTC

   We have received reports from some clients regarding issues with payment notifications. Payments are being processed, but confirmations may be delayed or not delivered. Our team is already investigating the issue and working to resolve it. Further updates will be provided as they become available.

2. identified Jan 11, 2026, 07:25 PM UTC

   The problem with notifications has been resolved. However, the issue now lies with slow payment processing. Our team is still investigating this.

3. resolved Jan 11, 2026, 09:10 PM UTC

   Incident was resolved. All the details and post-mortem will be provided on business hours.

4. postmortem Jan 13, 2026, 03:09 PM UTC

   **Date:** January 11, 2026 **Document Type:** External Client Communication ## Executive Summary On January 11, 2026, our payment processing service experienced a partial degradation affecting some payment transactions. The incident lasted 3 hours and 45 minutes, during which 3,012 payment attempts were impacted. **We sincerely apologize for any inconvenience this may have caused to your business operations.** ## Incident Overview | | | | --- | --- | | **Incident Date** | January 11, 2026 | | **Duration** | 17:11 – 20:56 UTC \(3h 45m\) | | **Impact** | Partial payment processing delays and failures | | **Affected Transactions** | 3,012 payment attempts | | **Current Status** | ✅ Fully Resolved | ## What Happened During a period of increased transaction volume, our payment processing queue experienced elevated load. This resulted in: * Delayed processing of some payment requests * A portion of payment attempts failing due to processing timeouts ## Timeline \(UTC\) | Time | Event | | --- | --- | | 17:11 | Elevated queue times detected; incident declared following partner impact reports | | 17:28 | First mitigation actions deployed | | 18:12 | System services restarted across servers | | 19:08 | Processing capacity increased | | 19:15 | Queue processing times began returning to normal | | 20:56 | Service fully restored; incident resolved | ## Root Cause A gradual degradation in processing performance escalated into delayed payment execution, caused by: Payment processing was impacted as a downstream effect of reduced throughput in a supporting internal service. 1. **An increase in transaction volumes** surpassed the initially provisioned processing capacity 2. **Internal system dependency** experienced performance degradation under load 3. **Processing queue depth** grew faster than the system could recover ## Resolution To restore service, our engineering team: * Increased payment processing capacity by 50% * Scaled up worker processes to handle higher throughput * Increased payment processing capacity to deal with the load, as well as increasing overall excess thresholds * Performed maintenance on internal system dependencies * Monitored queue recovery until processing returned to normal Resolution required a phased mitigation approach: first stabilizing the supporting internal service, then increasing processing concurrency, and finally allowing the backlog to drain. Because the incident manifested as gradual degradation with queue build-up, recovery time included both mitigation and queue catch-up. ## Preventive Measures We are implementing the following improvements to prevent similar incidents: * ✅ **Completed:** Increased processing across all services, including internal dependencies. * 🔄 **In Progress:** Implementing proactive queue monitoring and alerting * 🔄 **In Progress:** Optimizing internal systems to improve performance under high load * 📋 **Planned:** Establishing traffic notification process with partners for capacity planning ## 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._