Is Spektrix down?

We have identified and are investigating some connectivity issues with our Support phone lines. Email services are working as normal, so we encourage writing in to [email protected] to get in touch with our Support Team in the meantime. We will continue to update here as we know more.

Thank you for your patience and understanding whilst we investigated the connectivity of our Support phone lines. All systems are now fully operational.

This update follows up on the payments issues that Spektrix Payments users experienced on Friday the 15th May. Yesterday (18th May) we were able to ensure the settlement of all funds for confirmed payments processed during the affected time period (c. 09:40-11:00 UTC). It is now also possible to process direct refunds for these transactions if required. These affected transactions now have a Settlement date in Adyen of the 18th, despite being marked as Received in Adyen, and Confirmed in Spektrix, on the 15th. The payment of these funds will arrive in your bank account the usual number of working days after the Settlement date, meaning you are likely to see a mismatch between payments being marked as taken in your reports, and the amount of money being received in your bank account. As an example, if you have a 2-day settlement period to receive funds, usually transactions processed on Friday 15th May would arrive in your bank account on Tuesday 19th May. However, some of these transactions will only be marked as Settled in Adyen on the 18th, meaning you will receive the funds for these sales on Wednesday 20th May. The impact of this is an effective 3-business day period to receive funds rather than the usual 2-day period. In your Adyen reports this may translate as appearing to be down on your totals today, and up by the corresponding amount tomorrow. If you have any questions about this please contact Client Success through our usual channels and we will be able to assist.

We're investigating different errors around payments and transactions. For Spektrix Payments users only - chip and pin payments and payments with stored cards are currently not working. Attempts to store a card will show an "available soon" message For all users - Open Transactions will not be timing out automatically. We'll update further when we have more information and worked towards a fix for these issues.

We're continuing to investigate the problems with card payments and transactions. For all users: We've identified the issue with open transactions and are in the process of resolving this now. You should see transactions without active payment start to time out. For Spektrix Payments users: You are likely to see some "ambiguous authorisations" for both chip and pin and some online transactions, where there are pending card payments within your open transactions list. Please make a note of the TX code when opening a transaction and check this against Adyen to ensure the payment has confirmed or not and take appropriate action. Taking payments as MOTO using the long number of the card should be unaffected. If you need to take any payments from customers who are struggling, take a card payment as a MOTO/phone payment and this will be much more likely to go through. We're working through identifying the root cause and fix for the Spektrix Payments issues now and will update again shortly.

We've been able to resolve issues affecting open transactions and card payments using Adyen/Spektrix Payments going forward. You can now process payments on all channels without issue. For all users: It's likely that you can still see a large list of open transactions, some with pending payments within them. We're looking at possibilities to clear existing open transactions and if no payment is present, these should clear in due course. If a pending payment is present on an open transaction, then these will need verifying with your payment service provider. For Spektrix Payments users: As well as the above, there are likely to be some payments listed as confirmed in both Spektrix and Adyen, where the funds haven't been officially settled. These will exist as pending payments within the end-customer's bank account. We're currently identifying a solution for these funds to be pushed for settlement automatically. Our priority is to ensure all funds for confirmed payments are settled and have fully left customers' bank accounts today, and we will communicate timeframes in more detail throughout the afternoon.

All transactions are continuing to process successfully since approx. 11:00 UTC. For all users: We've now cleared all transactions that had been left open between 09:40-11:00am. Any with pending payments will still need to be checked before confirming or deleting as usual. For Spektrix Payments users: We are continuing to work on clearing confirmed transactions for settlement where funds are still ringfenced within customers' bank accounts. We'll update further when this work is completed. As part of the issues today, you may see error pages when attempting to refund payments made during the affected times above. We are investigating a fix for this to allow you to process these payments as integrated refunds. However our priority is still to ensure confirmed payments are settled, meaning it may not be until early next week that this issue is also resolved. If you are a Spektrix Payments user, and processed a payment between 09:40-11:00 UTC that you urgently need to refund, you can do this directly within the Adyen Essentials portal. You can then use a custom refund method in Spektrix to balance and close the transaction. If you are unable to access the Refunds tab for those transactions, you may only be able to do this last step once we have resolved the underlying issue. Please contact us via our usual support channels if you need any assistance with this process. Otherwise, you should be able to refund those payments directly in Spektrix from early next week. Additionally, you may see payments and refunds with incomplete looking card information in Spektrix during the above timeframe. This is a display issue only and doesn't impact on the status of the payment itself. We'll continue to update here as we work on the issues with settlement of confirmed transactions.

All systems have been operational since approximately 11:00 UTC. For Spektrix Payments users: You may still see issues trying to refund payments processed between 09:40-11:00 UTC. If required you can refund these payments directly in Adyen Essentials. We are working on ensuring all funds are settled into your account by your expected settlement date for today's transactions. We are also continuing to investigate a fix to allow you to directly refund payments that were processed in this time. If there are any delays or changes to this expected timeframe we will update you accordingly.

We are currently investigating intermittent issues with the payment screen not showing in the checkout flow when Ticket Subscriptions are in the basket. We will continue to provide updates as we look into this issue.

We have identified the cause of the issue and are working to have a fix in place. Spektrix Payments clients will continue experiencing the card details window not appearing in the checkout flow when a ticket subscription is by itself in the basket. Adding any other items to the basket will trigger the card details window to appear as expected, including adding other items while the ticket subscription is in the basket.

We have a fix in place as of 5:30 PM UTC and are seeing the checkout flow work as expected. All web-facing sales for Spektrix Payments clients should be continuing as usual. We will continue to monitor this throughout the rest of the day and will provide any additional updates as necessary.

We have been monitoring all sales paths since our fix was put into place this afternoon. The card details window and the checkout pathway are continuing to work as expected, and we will be marking this as resolved.

We are aware of an issue with Spektrix systems cutting off display areas when users try to edit existing Purchasing and Opportunity global segments in the Insights and Mailings interface or view order histories in the Opportunities interface. We are working to investigate the issue and will provide updates through this status page as we work on a fix. For global segment issues, your system will still allow you to create new global segments or new local segments to use within customer lists. All other customer list and reporting capabilities are working as expected. All order histories are fully viewable and usable in the Sales interface, and all systems are able to process transactions as usual.

We have identified the cause of the issues with editing global segments and viewing transaction history in the Opportunities interface, and are working to have a fix in place soon. All other capabilities in the Insights and Mailings interface and Opportunities interface are unaffected.

The issue where display areas were cut off when editing existing Purchasing and Opportunity global segments in Spektrix's Insights and Mailings interface has been resolved. Viewing order histories in the Opportunities interface is also now working as normal.