Togetherwork incident
[SEV-1] Togetherpay - Intermittent Processing Issues
Togetherwork experienced a minor incident on December 11, 2025 affecting Transaction Processing and Payment Tokenization and 1 more component, lasting 2h 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 11, 2025, 12:00 AM UTC
We are aware of an issue that may impact your ability to process transactions and log in to the Togetherpay application. We are working as quickly as possible to identify the issue. Additional information will be provided when known, or when the situation is resolved.
- investigating Dec 11, 2025, 01:50 AM UTC
Teams are still actively working on this issue. They believe they identified the cause and are working to restore service. There is no ETA on the fix at this time. We will provide further updates when more is known.
- resolved Dec 11, 2025, 02:46 AM UTC
Teams implemented a fix and confirmed processing is back to normal. Access to the Togetherpay application is working again as well. This incident is resolved.
- postmortem Dec 16, 2025, 09:45 PM UTC
An effort to clean up merchant level users in Togetherpay led to the archiving of inactive users - those that had not logged in for over one year and those that have never logged in. Identified user records were archived. This inadvertently broke authentication for Togetherpay merchant API calls, because some of the archived user records were actually merchant API keys. Work to restore the archived users led to additional issues including database connectivity errors and replica host failures. The incident was resolved by reverting the affected user records and fixing database replica configurations. Teams evaluated the sequence of events and implemented steps to prevent such events from happening in the future.