Togetherwork incident

[SEV-3] Togetherpay - Account Boarding Issue

Minor Resolved View vendor source →

Togetherwork experienced a minor incident on January 9, 2024 affecting ProPay Production Environment, lasting 6h 15m. The incident has been resolved; the full update timeline is below.

Started
Jan 09, 2024, 04:09 PM UTC
Resolved
Jan 09, 2024, 10:24 PM UTC
Duration
6h 15m
Detected by Pingoru
Jan 09, 2024, 04:09 PM UTC

Affected components

ProPay Production Environment

Update timeline

  1. investigating Jan 09, 2024, 04:09 PM UTC

    ProPay is aware of an issue that is preventing new accounts from being boarded. They are actively working to resolve the issue. As soon as additional information is known, we will let you know.

  2. identified Jan 09, 2024, 07:10 PM UTC

    ProPay identified the source of the issue as one of their third party service providers used for ID verification. Teams are working to restore account onboarding services. As more is known, we will let you know. If you have an immediate onboarding need that requires extra attention, reach out to the Payments Team ([email protected]) with specifics.

  3. resolved Jan 09, 2024, 10:24 PM UTC

    ProPay's third party service provider implemented a fix, restoring identity validation services for ProPay account boarding. Automated account review and approval is operational again. This incident is resolved.