Software of Excellence EXACT incident

Issue with Integrated Payments through EXACT

Software of Excellence EXACT experienced a major incident on January 14, 2026 affecting Claims and Payments, lasting 17h 26m. The incident has been resolved; the full update timeline is below.

Started: Jan 14, 2026, 04:58 PM UTC
Resolved: Jan 15, 2026, 10:24 AM UTC
Duration: 17h 26m
Detected by Pingoru: Jan 14, 2026, 04:58 PM UTC

Affected components

Claims and Payments

Update timeline

investigating Jan 14, 2026, 04:58 PM UTC

We are aware of an issue with integrated payments and are currently investigating the cause of the issue and a resolution. In the meantime, you can still takes payments using 'standalone mode' by following this guide https://help.softwareofexcellence.com/hc/en-gb/articles/360061593331-Setting-the-Paymentsense-Dojo-Terminal-to-Stand-Alone We will update this page when we know more. Thank you.
resolved Jan 15, 2026, 10:24 AM UTC

The cause of the payment integration issue has been identified. The cause was due to a Microsoft service update that caused an issue with a service known as the worker service. With this in mind, this may also affect other services such as Online Bookings. This issue can be resolved by restarting this service. The best way to do this is to restart your Server machine. We recommend contacting your IT before restarting your server to make sure it is done safely and in line with your IT/Hardware setup.