Softpay incident
Elevated number of errors on Nets transactions
Softpay experienced a notice incident on September 9, 2024 affecting Softpay Production Environment, lasting 6d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 09, 2024, 11:22 AM UTC
We are currently investigating an elevated number of errors on Nets transactions. The issue has been reported to Nets and we are pushing for resolution. In Softpay app the errors will result in the message "Failed" and one of the following four error codes: T.12500.5001, T.600.4030, T.12500.-4640 or T.12500.-4641.
- identified Sep 10, 2024, 02:16 PM UTC
Our friends at Nets have identified the cause and are working to get the issue fixed. We are seeing improvements already, but await a final conclusion. In Softpay app the errors will result in the message "Failed" and one of the following four error codes: T.12500.5001, T.600.4030, T.12500.-4640 or T.12500.-4641. Simply retrying the transaction should allow progression, as the issue hits randomly.
- monitoring Sep 11, 2024, 11:57 AM UTC
Our good friends at Nets have been hard at work and the numbers have normalized. We are still awaiting a final conclusion. For now we are monitoring closely.
- resolved Sep 16, 2024, 09:04 AM UTC
The issue has been resolved as numbers have normalized and are fully stable.