Togetherwork incident
[SEV-3] Settlement/Comprehensive File Delay
Togetherwork experienced a minor incident on September 19, 2025 affecting File Import Process - Internal and File Import Process - External, lasting 14h 22m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 19, 2025, 12:49 PM UTC
Regular settlement files, comprehensive reports and merchant settlement files will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.
- identified Sep 19, 2025, 04:27 PM UTC
ProPay identified the issue on their end. They are working on a fix. We will send another update when we have more information or when the files are available.
- identified Sep 19, 2025, 05:19 PM UTC
ProPay continues to work on a fix for this issue.
- identified Sep 19, 2025, 07:22 PM UTC
ProPay is still working on a fix. The issue was escalated to multiple teams. We will send another update when we have more information or when the files are available.
- identified Sep 19, 2025, 08:50 PM UTC
ProPay's issue is related to their database which they are working to restore. Today's files will not be delivered today. At the earliest, they will be delivered tomorrow, Saturday, 9/20. It is likely the delayed files will be processed by Togetherwork on Monday, 9/22. We will keep you posted as additional information is shared with our team.
- resolved Sep 20, 2025, 03:12 AM UTC
All comprehensive reports, settlement files and merchant settlement files are now available. This incident is resolved.