Trolley Outage History

Started Sep 25, 2026, 10:16 PM UTC· resolved Sep 26, 2026, 01:03 PM UTC

1. investigating Sep 25, 2026, 10:16 PM UTC

   We are currently investigating this issue.

2. monitoring Sep 26, 2026, 01:02 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Sep 26, 2026, 01:03 PM UTC

   This incident has been resolved.

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Started Jul 09, 2026, 07:53 PM UTC· resolved Jul 10, 2026, 09:00 AM UTC

1. investigating Jul 09, 2026, 07:53 PM UTC

   We are currently investigating an issue where batches are stuck in initiating or quoting status. We expect all batches to process successfully, but please expect delays. We are working to identify the issue as quickly as possible and will provide an update as soon as we can.

2. investigating Jul 09, 2026, 08:04 PM UTC

   We are continuing to investigate this issue.

3. investigating Jul 09, 2026, 08:05 PM UTC

   This partial outage effects all bank transfers for most merchants. We are continuing to investigate and will update you when we know more.

4. monitoring Jul 09, 2026, 09:34 PM UTC

   A fix has been implemented, and we are seeing batches successfully continue to process. We are monitoring to ensure everything continues to operate normally. Thank you for your patience while investigated and implemented a resolution.

5. resolved Jul 10, 2026, 09:00 AM UTC

   All systems are back to normal, thanks again for your patience, and apologies for any disruption.

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Started May 28, 2026, 02:54 AM UTC· resolved May 28, 2026, 04:37 AM UTC

1. identified May 28, 2026, 02:54 AM UTC

   There is an issue causing batches to be delayed in their initiation. For batches in this state and new batches being submitted, we are expecting to recover, continuing to process any submitted batches. We will share updates as we resolve.

2. resolved May 28, 2026, 04:37 AM UTC

   This issue has been resolved, delayed batches are now processing.

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Started Feb 03, 2026, 11:08 PM UTC· resolved Feb 04, 2026, 09:34 PM UTC

1. monitoring Feb 03, 2026, 11:08 PM UTC

   There was an issue that prevented US TIN matching results from updating in Trolley, beginning Monday, February 2. We have resolved this issue and TIN match results from Feb 1st and 2nd have been successfully updated in Trolley. We will continue to monitor the service over the next few days to make sure everything is running smoothly.

2. resolved Feb 04, 2026, 09:34 PM UTC

   We have confirmed this issue has been resolved. TIN matching has been running without issue since recovering yesterday.

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Started Oct 31, 2025, 07:10 PM UTC· resolved Oct 31, 2025, 08:19 PM UTC

1. investigating Oct 31, 2025, 07:10 PM UTC

   We're currently experiencing an issue with a downstream vendor that is blocking recipients from adding/updating bank details. We are investigating and will update here when we know more.

2. resolved Oct 31, 2025, 08:19 PM UTC

   We have resolved the issue with our vendor and have confirmed everything is back to operational. Thank you for your patience and we apologize for any disruptions this has caused.

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Started Oct 20, 2025, 07:55 PM UTC· resolved Oct 21, 2025, 02:21 PM UTC

1. identified Oct 20, 2025, 07:55 PM UTC

   We are currently experiencing an issue with one of our verification vendors due to the AWS outage. This prevents recipients from being onboarded in countries such as India, China, Korea, and Japan. We apologize for any disruption this has caused and will continue to post updates here as we have them.

2. monitoring Oct 20, 2025, 11:01 PM UTC

   Our verification systems have come back online and all recipient verifications should be back to normal. Please reach out via normal support channels if there are any further issues. We apologize for the disruption this may have caused.

3. resolved Oct 21, 2025, 02:21 PM UTC

   We have resolved this issue with our vendors and all recipient verifications should be back to normal. Please reach out via normal support channels if there are any further issues. We apologize for the disruption this may have caused and thanks for bearing with us!

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Started Sep 17, 2025, 05:32 AM UTC· resolved Sep 18, 2025, 05:51 PM UTC

1. identified Sep 17, 2025, 05:32 AM UTC

   We are currently experiencing an outage in a portion of our bank payout network due to a failed maintenance procedure from one of our bank partners. We are urgently escalating with them and will update ASAP. If you are getting quote errors from Batches, it's recommend that you use the "Accept Invalid Payments" batch mode, so that you can process batches and only the effected payment will fail.

2. monitoring Sep 17, 2025, 09:39 PM UTC

   We have confirmed the outage has been resolved. We'll continue monitoring and mark this resolved soon if no continued issues.

3. resolved Sep 18, 2025, 05:51 PM UTC

   We haven't seen additional issues since the fix was applied and we shifted to monitoring Updated to resolved.

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Started Sep 02, 2025, 04:02 PM UTC· resolved Sep 02, 2025, 07:20 PM UTC

1. investigating Sep 02, 2025, 04:02 PM UTC

   We're currently investigating an issue that is causing payouts to have delayed processing times of 1h+. We'll keep you updated as we learn more and are able to resolve.

2. monitoring Sep 02, 2025, 04:59 PM UTC

   We have deployed a fix. Our system is picking back up to normal pace. The delays are expected to be reduced. We will continue to monitor. Please reach out to support if you're still encountering any issues.

3. resolved Sep 02, 2025, 07:20 PM UTC

   All systems are operating as expected again. Apologies for any trouble this caused.

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Started Aug 28, 2025, 03:26 PM UTC· resolved Aug 28, 2025, 04:36 PM UTC

1. monitoring Aug 28, 2025, 03:26 PM UTC

   We were experiencing an outage with one of our primary bank partners for most US Merchants. US Merchants were not able to generate quotes or initiate payments. We have identified the root cause of the issue and we believe the issue is now resolved. We will continue to monitor to ensure there are no further disruptions.

2. resolved Aug 28, 2025, 04:36 PM UTC

   We've seen a full recovery of our US Merchant Quoting and Payments. Thank you for your patience, and apologies for any disruption this has caused.

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Started Aug 21, 2025, 06:38 PM UTC· resolved Aug 27, 2025, 01:36 PM UTC

1. identified Aug 21, 2025, 06:38 PM UTC

   Our banking partner that provides the route for MXN to Mexico is having an outage of this route. At the moment, EU Merchants will see MXN payments to Mexico fail. We are actively working with our other banking partners to find a solution to this, and we'll provide updates here as we have them them. Please reach out to support if you have any questions in the mean time.

2. resolved Aug 27, 2025, 01:36 PM UTC

   Our partner for the MXN route to Mexico continues to work on finding a new MXN route. For now, we're resolving this incident and we recommend that customers reach out to support to have wires to Mexico enabled.

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Started Aug 21, 2025, 06:35 PM UTC· resolved Aug 25, 2025, 11:37 AM UTC

1. identified Aug 21, 2025, 06:35 PM UTC

   Our banking partner that provides the route for MXN to Mexico is having an outage of this route. At the moment, Canada and UK Merchants will see MXN payments to Mexico fail. We are actively working with our other banking partners to find a solution to this, and we'll provide updates here as we have them them. Please reach out to support if you have any questions in the mean time.

2. resolved Aug 25, 2025, 11:37 AM UTC

   We have resolved the issues with our Mexico route. In addition to this we've been able to upgrade the route from a Wire route to an IACH route, which should result is cheaper, faster payments to Mexico. Please reach out to support if you have any questions.

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Started Aug 13, 2025, 04:40 PM UTC· resolved Aug 13, 2025, 08:57 PM UTC

1. investigating Aug 13, 2025, 04:40 PM UTC

   We are currently experiencing delays in the delivery of email and webhook notifications across our platform. Impact: 1. All email notifications are delayed 2. All webhook deliveries are delayed Our engineering team is actively investigating the root cause and implementing a fix. We apologize for any inconvenience and appreciate your patience as we work to restore full service.

2. monitoring Aug 13, 2025, 07:09 PM UTC

   A fix has been successfully deployed and we are seeing service restoration. ✅ Email notifications: Fully restored and operating normally ⚠️ Webhook notifications: Processing resumed but experiencing delays as the system works through the backlog Delivery times will return to normal as we clear the accumulated backlog. No action required from customers - all queued notifications will be delivered.

3. resolved Aug 13, 2025, 08:57 PM UTC

   All email and webhook notification services have been fully restored to normal operation. ✅ Email notifications: Fully operational ✅ Webhook notifications: Fully operational ✅ 97% of impacted notifcations ( email + webhook) have been successfully delivered 🔄 Remaining 3% (webhooks) are currently being processed All new webhook events are being delivered with normal timing. Our team continues monitoring the final queue processing to ensure smooth completion. No customer action required. Thank you for your patience during this service interruption.

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Started Jun 06, 2025, 06:57 PM UTC· resolved Jun 09, 2025, 10:06 AM UTC

1. identified Jun 06, 2025, 06:57 PM UTC

   We are currently experiencing an issue with one of our vendors that validates banking information during recipient onboarding. This is preventing the saving of bank details in the Widget, Portal, and Merchant Dashboard. We are working to resolve ASAP and will post updates here as we have them. We apologize for any disruption this has caused.

2. monitoring Jun 09, 2025, 08:52 AM UTC

   The issue with our vendor has been resolved and we're seeing bank detail validations return successful responses once again. We'll continue to monitor over the next few hours to ensure everything is working as expected.

3. resolved Jun 09, 2025, 10:06 AM UTC

   We've observed a full recovery of our bank validation services. Everything should be back to normal. Thanks for your patience over the weekend.

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Started May 27, 2025, 06:16 PM UTC· resolved May 29, 2025, 06:13 PM UTC

1. identified May 27, 2025, 06:16 PM UTC

   We’re currently experiencing a disruption in our TIN matching service due to an issue with our IRS integration. This affects any workflows requiring TIN validation including the activation of a recipient, potentially impacting their ability to be paid. Our team is working on a resolution that will cause no further changes to the recipient and merchant experience. For all Tax customers, today’s TIN Match run is delayed and will be triggered once the incident is resolved. We’ll follow up later today with a timeline for resolution. We apologize for any disruption this has caused.

2. identified May 27, 2025, 08:56 PM UTC

   We have isolated the TIN matching issue and are currently implementing a resolution that we aim to go live tomorrow. For Standard plan customers, this will delay Tuesday's run delay to Wednesday, May 28 for this week. For Trolley Plus customers, TIN matching service will resume on Wednesday, May 28, and daily runs will continue from then onward.

3. monitoring May 28, 2025, 05:15 PM UTC

   As of May 28, 1:00pm ET Trolley has deployed a resolution that processed all of the pending verifications through our TIN Matching Service. For our Plus plan customers, we will continue to monitor our daily runs.

4. resolved May 29, 2025, 06:13 PM UTC

   This incident has been resolved

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Started May 26, 2025, 04:26 PM UTC· resolved May 27, 2025, 08:43 AM UTC

1. identified May 26, 2025, 04:26 PM UTC

   We are currently experiencing an issue with one of our vendors that validates banking information during recipient onboarding. This is preventing the saving of bank details in the Widget, Portal, and Merchant Dashboard. We are working to resolve ASAP and will post updates here as we have them. We apologize for any disruption this has caused.

2. identified May 26, 2025, 05:51 PM UTC

   We are continuing to work with our vendor on resolving this issue. In the mean time, we are observing that some banking information is properly validating and recipients are able to save their bank details. Recipient bank validation will fail on a case-by-case basis based on the data being entered. We'll continue to update as we learn more and/or resolve this issue.

3. identified May 26, 2025, 08:29 PM UTC

   We are continuing to work with our vendor to resolve this. Recipients may continue to experience errors while trying to submit their bank information in the Widget/Portal, and the merchant dashboard will give similar errors when trying to add a payout method to the recipient. We're working towards a resolution during UK working hours tomorrow, when the majority of the vendor's team is back online.

4. resolved May 27, 2025, 08:43 AM UTC

   We have resolved this issue with our vendor and all recipient onboarding should be back to normal. Please reach out via normal support channels if there are any further issues. We apologize for the disruption this may have caused and thanks for bearing with us!

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Started Jan 15, 2025, 03:27 PM UTC· resolved Jan 15, 2025, 04:34 PM UTC

1. investigating Jan 15, 2025, 03:27 PM UTC

   We are currently experiencing degraded performance across our platform. We are currently investigating the issue. Current impact is background processes affecting payment, tax and trust workflows.

2. investigating Jan 15, 2025, 03:47 PM UTC

   Experiencing outage across all instances. It impacts all services across API, Dashboard, Widget and Portal.

3. monitoring Jan 15, 2025, 04:31 PM UTC

   All services are now back online and fully operational across all components - API, Dashboard, Widget and Portal.

4. resolved Jan 15, 2025, 04:34 PM UTC

   This incident has been resolved. All services are back online and functioning as expected. Thank you for your understanding.

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Started Dec 03, 2024, 03:09 PM UTC· resolved Dec 03, 2024, 04:57 PM UTC

1. investigating Dec 03, 2024, 03:09 PM UTC

   We are currently experiencing a partial service outage that is causing errors for all customers using our APIs, Dashboard, Widget, and Portal. Batches, and many other operations are intermittently failing. We are investigating and will provide updates as we make progress.

2. monitoring Dec 03, 2024, 04:20 PM UTC

   We have identified the issue and pushed a fix to production which seems to have resolved the errors we were previously seeing. We are continuing to monitor and perform tests to ensure everything is back to normal.

3. resolved Dec 03, 2024, 04:57 PM UTC

   After monitoring, we've confirmed the issues are resolved. Apologies to all effected merchants. We will share a post-mortem for this incident, and directly follow up with Merchants who must take any actions as a result of the errors.

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