Togetherwork incident

[SEV-3] ProPay Canada Direct - Issues with Refunds and Credit Card Settlements

Minor Resolved View vendor source →

Togetherwork experienced a minor incident on September 10, 2025 affecting Transaction Processing and ProPay Production Environment, lasting 17h 46m. The incident has been resolved; the full update timeline is below.

Started
Sep 10, 2025, 06:54 PM UTC
Resolved
Sep 11, 2025, 12:40 PM UTC
Duration
17h 46m
Detected by Pingoru
Sep 10, 2025, 06:54 PM UTC

Affected components

Transaction ProcessingProPay Production Environment

Update timeline

  1. investigating Sep 10, 2025, 06:54 PM UTC

    ProPay reported the following: "An issue has been identified impacting ProPay Canada Direct credit card and refund transactions. Since 8/26/25, refund transactions have not processed successfully and credit card transactions have not been fully settled and posted to cardholder accounts. This has resulted in refund settlement reject transactions and cardholders seeing funds returned for transactions that should have completed. Our teams are working to implement a fix to address this issue and restore service. Cardholders seeing unexpected return of funds should not attempt to re-process their transactions; when the issue is fixed, transactions will post to cardholder accounts as previously expected. We will provide additional updates once the changes are implemented." We will send an update as soon as we have more information from ProPay.

  2. monitoring Sep 10, 2025, 08:03 PM UTC

    ProPay provided the following update: "A fix has been implemented for the credit card transactions and we are monitoring the behavior of the processing of the settlement transactions. We are still working on some additional steps that are required to address processing the refunds." We will send another update when we receive more information from ProPay.

  3. resolved Sep 11, 2025, 12:40 PM UTC

    According to ProPay, missed Canadian refunds have been processed. This incident is resolved.