Histórico de interrupções do Clearhaus

1. 14 Here 2026 da 08:55 UTCinvestigating

   Desde 2026-10-14 07:15 CEST, temos visto um aumento da taxa de rejeições em transações de crédito e débito Visa (Visa Direct OCT e AFT, enviados através dos endpoints /créditos e /débitos), incluindo reembolsos de débitos. Isto diz respeito apenas a estes tipos de transacções, não cartões de crédito Visa ou cartões de débito Visa. Infelizmente, vemos a mesma questão subjacente que ontem, e estamos em constante comunicação com a Visa a tentar resolver a questão na íntegra. As autorizações de visto regulares, capturas, reembolsos e vazios não são afetados, assim como todas as transações Mastercard. Estamos trabalhando com nosso provedor upstream para investigar e publicaremos uma atualização quando soubermos mais.

2. 14 Here 2026 da 10:38 UTCmonitoring

   Um hotfix foi implantado em 12:03 CEST, e o serviço afetado está funcionando normalmente novamente. Estamos a acompanhar a situação e vamos publicar uma actualização depois de termos confirmado que a questão está resolvida.

3. 16 Here 2026 da 08:08 UTCresolved

   Implantamos uma fixação estável em 2026-10-14 14:09 CEST que temos monitorado e confirmado ser bem sucedido. Ainda estamos em comunicação com Visa para entender a causa básica do lado Visa, mas como não há mais impacto deste incidente, ele será considerado resolvido. Durante o período de incidente 07:15-12:03 CEST, 86 % dos créditos Visa ou débitos receberam o código de estado 50000. Os comerciantes impactados receberão de nós uma comunicação direta para esclarecer o estado real das transações impactadas que receberam o código de status 50000 e uma mensagem de status indicando “status unknown”.

Traduzido automaticamente da atualização oficial do incidente.

1. 13 Here 2026 da 19:15 UTCresolved

   Entre 18:18 e 18:53 UTC, os dados de liquidação não estavam disponíveis na API Merchant devido a uma falha no banco de dados. O processamento de transações no Gateway não foi afetado em nenhum momento. Pedimos desculpa por qualquer inconveniente.

Traduzido automaticamente da atualização oficial do incidente.

1. 13 Here 2026 da 09:33 UTCinvestigating

   Desde 2026-10-13 08:16 CEST, temos visto um aumento da taxa de rejeições em transações de crédito e débito Visa (Visa Direct OCT e AFT, enviados através dos terminais /créditos e /débitos), incluindo reembolsos de débitos. Isto diz respeito apenas a estes tipos de transacções, não cartões de crédito Visa ou cartões de débito Visa. As autorizações regulares de visto, capturas, reembolsos e vazios não são afetados, assim como todas as transações Mastercard. Estamos trabalhando com nosso provedor upstream para investigar e publicaremos uma atualização quando soubermos mais.

2. 13 Here 2026 da 11:06 UTCmonitoring

   Desde 2026-10-13 12:30 CEST, Visa Direct OCT e AFT, enviados através dos terminais /créditos e /débitos), incluindo reembolsos de débitos, tem funcionado como normal. Estamos a acompanhar a situação no caso de ela voltar.

3. 13 Here 2026 da 13:10 UTCresolved

   Monitoramos a situação e confirmamos que as taxas de erro normalizaram. Este incidente está encerrado.

Traduzido automaticamente da atualização oficial do incidente.

1. 9 Here 2026 da 07:20 UTCinvestigating

   A partir de 2026-10-09T02:00Z estamos experimentando problemas de conectividade intermitentes em relação ao nosso provedor upstream para autorizações e vazios (e débitos Mastercard e reembolsos de débito). Failover automático e recuperação está aliviando muito o impacto, mas observamos taxas de erro de 0,75 % entre 2026-10-09T02:00Z – 2026-10-09T07:00Z. Estamos a investigar e a contactar o nosso fornecedor a montante para resolver. Os reembolsos de captura e captura e os débitos de visto e os reembolsos de débito não são afetados.

2. 9 Here 2026 da 08:26 UTCmonitoring

   Desde 06:36Z bloqueamos todo o tráfego para o centro de dados secundário do nosso provedor upstream, onde vimos uma taxa de erro mais baixa de ~0.04 %. Às 07:42Z fomos informados de que o problema foi resolvido pelo nosso fornecedor a montante. Desde 07:53Z mudamos o tráfego para o centro de dados primário e não vimos mais erros.

3. 9 Here 2026 da 09:37 UTCresolved

   Estamos encerrando este incidente, pois não há erros desde 06:36Z e desde que o problema está confirmado para ser resolvido. Observou-se uma taxa de falha média de 1,14 % entre 2026-10-09T04:01Z e 2026-10-09T06:35Z (de quando ocorreu o primeiro e o último erro) com uma taxa de erro máxima num minuto de 31 %. Além disso, também observamos uma pequena coleção de erros 2026-10-08T22:32Z – 2026-10-08T22:41Z com uma taxa média de falha de ~11 %. Correcção nos tipos de transacções afectados! Autorizações, vazios, reembolsos de captura e créditos do Mastercard foram afetados. Os restantes tipos de transacções (capturas, débitos, reembolsos de débito e créditos Visa) não foram afectados.

Traduzido automaticamente da atualização oficial do incidente.

1. 10 Gwengolo 2026 da 14:47 UTCresolved

   Entre 2026-08-27T00:30:35Z e 2026-08-27T00:48:01Z, todas as autorizações de visto falharam com o código de status 40400, "problema de backend". Algumas transações Visa estavam falhando já começando 2026-08-27T00:25Z. As autorizações do Mastercard junto com todas as capturas, reembolsos, vazios e créditos não foram afetados. Não vimos mais erros de conectividade desde 2026-08-27T00:48:01Z. As autorizações falhadas não foram cobradas e podem ser repetidas. Estamos trabalhando com nosso provedor upstream para determinar a causa raiz e para evitar problemas semelhantes no futuro.

Traduzido automaticamente da atualização oficial do incidente.

1. 11 Eost 2026 da 13:24 UTCinvestigating

   Since 2026-08-07 00:00 CEST, we’ve seen a rise in rejections of Credit transactions by Mastercard. Credit transactions using EUR as currency are not affected. We are reaching out to our upstream provider and will post another update once we have more information. Regular authorizations and all other transaction types are unaffected.

2. 11 Eost 2026 da 14:15 UTCidentified

   We have now confirmed with our upstream provider that all non-EUR Credits are currently being rejected by Mastercard, due to a configuration change between Clearhaus, upstream provider and Mastercard. Our upstream provider are working on a rollback, and believe to be able to complete this during the night.

3. 12 Eost 2026 da 03:32 UTCresolved

   Since 2026-08-12 00:05 CEST, approval rate of Mastercard Credits are back to normal. We are still working with the upstream provider to investigate the core issue, and ensure continued operations. Regular authorizations and all other transaction types remain unaffected.

1. 7 Eost 2026 da 08:33 UTCresolved

   Em 2026-08-06 entre 13:00 e 16:56 UTC, todas as transações do Google Pay falharam com o código de status 40000, "Erro de entrada do Google Pay, nenhuma assinatura válida da chave intermediária". Não foram afectados outros métodos de pagamento, incluindo a Apple Pay e transacções regulares de cartões. Estamos a melhorar o nosso alerta nesta área para evitar regressões futuras.

2. 1 Gwengolo 2026 da 09:42 UTCpostmortem

   O que aconteceu? Uma mudança de configuração fez com que as transações do Google Pay falhassem. A mudança foi feita para limpar inconsistências de configuração entre ambientes. O Google Pay tinha uma dependência implícita de uma dessas configurações. Antes de mover o tráfego para uma nova implantação, sempre executamos transações de teste automatizadas. No entanto, o Google Pay não é testado automaticamente, mas apenas por necessidade, pois é um método de pagamento complicado e difícil de automatizar. Uma vez que esta implantação não incluiu quaisquer alterações no Google Pay e não era esperado que o afectasse, não foi feito nenhum esforço adicional para testar o Google Pay. # # # Porque fomos lentos a detectá-lo? O Google Pay tem significativamente menos tráfego do que outros métodos de pagamento, então ele atinge abaixo do nosso limite de alerta, e por causa disso, fomos lentos em perceber o problema. # # Ações preventivas * Nós revisamos a configuração restante para dependências implícitas semelhantes e não encontramos nenhuma. * Nós melhoramos nosso alerta \ (veja abaixo\). Alerta melhorado Melhorámos o alerta para as falhas de captura que afectam uma pequena parte do tráfego. Para evitar um número significativo de falsos positivos, fizemos análises completas e retrotestes para criar alertas avançados que verificam para confirmar que erros não acontecem apenas em contas comerciais individuais ou para emissores individuais. Isso nos permite ser alertados por método de pagamento — mesmo para menores como o Google Pay — mas também por tipo de transação — mesmo para menores como créditos. Com estes novos alertas no local, teríamos sido alertados para a interrupção dentro de, no máximo, 15 minutos.

Traduzido automaticamente da atualização oficial do incidente.

1. 6 Gouere 2026 da 12:17 UTCinvestigating

   Estamos neste momento a investigar a questão. O processamento de transações no Gateway não é afetado.

2. 6 Gouere 2026 da 12:54 UTCmonitoring

   Transações disponíveis novamente na API Merchant Esta questão foi resolvida. As transações estão agora disponíveis na API Merchant e o serviço está operando normalmente. O processamento de transações no Gateway não foi afetado em nenhum momento. Pedimos desculpa por qualquer inconveniente.

3. 6 Gouere 2026 da 13:02 UTCresolved

   Este incidente foi resolvido.

Traduzido automaticamente da atualização oficial do incidente.

1. 4 Cʼhwevrer 2026 da 12:21 UTCresolved

   The /settlements endpoint in Merchant API was unavailable and returning 500 between 2026-02-03T08:55Z - 2026-02-03T09:15Z. The incident was resolved with no lingering issues.

1. 22 Kerzu 2025 da 08:55 UTCinvestigating

   Starting 07:48 UTC we are seeing timeouts and general connectivity issues towards both the primary and secondary data centres of our upstream provider. Authorization success rates fluctuate between ~50 % and 100 % on the primary data centre and worse on the secondary. We are in contact with our upstream provider who have confirmed that they are having a wider incident impacting several of their systems. We will update you as soon as we have more information to share, and no later than in 1 hour. Authorizations and voids are affected. Captures, capture refunds, debits and debit refunds are unaffected. Mastercard credits are affected. Visa credits are unaffected.

2. 22 Kerzu 2025 da 09:45 UTCmonitoring

   We saw fluctuations of success rates between 75 % and 100 % until 9:23 UTC and have seen no connectivity errors since. We continue to monitor the situation.

3. 22 Kerzu 2025 da 10:57 UTCresolved

   We are closing this incident as no error has been observed since 9:23 UTC and since our upstream provider confirms that service has been restored. An average failure rate of 8.98 % was observed between 07:48:49 UTC and 09:23:30 UTC (of when the first and last error occurred). Authorizations and voids were affected. Captures, capture refunds, debits and debit refunds were unaffected. Mastercard credits were affected. Visa credits were unaffected.

1. 25 Ebrel 2025 da 07:15 UTCresolved

   Starting April 11th 11:00 CEST, approximately 8% of subsequent-in-series Mastercard transactions were rejected with status code 40416 by specific issuers. For the affected issuers, a significant percentage of subsequent-in-series are rejected. No Visa transactions nor non-series Mastercard transactions were affected by this. On April 14th, the problem was noticed, and investigations have been ongoing together with Mastercard, an affected issuer, and our upstream provider. On April 17th, the problem was confirmed to be an issue with our upstream provider. On April 18th 22:00 CEST, our upstream provider released a fix. On April 19th, we confirmed that the fix was working for PAN-initiated transactions, but the problem still persisted on token-initiated subsequent-in-series Mastercard authorizations. We continued to work with our upstream provider to get this fully fixed. On April 24th 12:00 CEST, we managed to implement a workaround to mitigate the problems for token-initiated subsequent-in-series Mastercard authorizations. This fully resolved the impact of this incident. We continue to work with our upstream provider to coordinate the removal of the workaround when a fix is in place. Partners and merchants are recommended to retry both PAN- and token-initiated subsequent-in-series Mastercard authorizations that failed with 40416.

1. 3 Meurzh 2025 da 09:28 UTCresolved

   On the night of 2025-03-02 we saw timeouts and connectivity issues towards our upstream provider OmniPay. Mostly we’ve been able to route traffic to a healthy data-center, but between 2025-03-02T05:27Z and 2025-03-02T05:35Z, all data-centers were not responding. The incident was resolved within 8 minutes, and we have not seen any further connectivity issues since then. We are actively working with our upstream provider to determine how similar issues can be prevented in the future when they do network updates.

1. 20 Du 2024 da 14:03 UTCresolved

   Between 2024-11-20T02:27:09Z and 2024-11-20T02:40:09Z we experienced connectivity issues towards our upstream provider, reaching up to 26% error rate at the peak of the incident. Only a few transactions were affected but we are posting this update for transparency. The incident was resolved within 14 minutes, and we have not seen any further connectivity issues since then.

1. 31 Here 2024 da 04:09 UTCinvestigating

   Due to a service provider we are experiencing degraded performance in the Merchant API. This does not affect our ability to process transactions.

2. 8 Du 2024 da 09:16 UTCresolved

   After taking remedial action, performance of the degraded components has returned to normal during the course of the week. Additionally, we have taken measures to improve visibility into the affected systems in order to strengthen our infrastructure and prevent similar events in the future. We are in contact with the service provider to continue to investigate the root cause of the issue and explore additional measures to increase the robustness of our systems.

1. 4 Here 2024 da 11:27 UTCresolved

   At 2024-10-03T11:26Z a warning triggered an investigation of an increase in the error rate for authorizations. The investigation showed that we were receiving a subtle amount of declines from issuers reasoned with “format error” starting 2024-10-02T05:45Z. These rejects are normal and have numerous times shown issuers to be misbehaving – which is why we have a non-zero threshold that must be met before we become aware. Together with the “format error” must be an identification of the malformatted field. This led us to identify an issue with an update we applied during 2024-10-02 resulting in AUD authorizations to be consistently declined in the time span 2024-10-02T19:55Z - 2024-10-03T17:05Z. This, however, only explained a minority of the declines. The remaining declines indicated a field that we have never populated, however, since our investigation indicated it to be an issue across multiple issuing banks, we quickly implemented a change to populate the field. Both a fix for AUD and for populating the extra field were deployed, and they turned out to fix both issues. The field population issue caused sporadic declines in the time span 2024-10-02T05:45Z - 2024-10-03T19:08Z. In summary, the two issues above caused an average 0.15 percentage point drop in approval rate in the time span 2024-10-02T05:45Z - 2024-10-03T19:08Z. We will work hard to identify how the AUD error could happen and will ensure to introduce checks to avoid a similar error to happen in the future. We will also try to work with issuers to identify the cause of the rejects based on the previously unpopulated field.

1. 12 Gwengolo 2024 da 04:42 UTCinvestigating

   Since 2024-09-12T03.39Z we have observed connectivity issues towards an upstream provider. We have reached out and are investigating with the provider.

2. 12 Gwengolo 2024 da 05:05 UTCinvestigating

   Our upstream provider has confirmed and is aware of a connectivity issue. Currently almost all authorizations, voids and Mastercard credits are impacted.

3. 12 Gwengolo 2024 da 06:34 UTCidentified

   We have identified that the issue is with our upstream provider. We have attempted mitigating actions but unfortunately with very limited impact. We are still seeing very low approval rates that fluctuates approximately from 0 % to 15 %. Our upstream provider is trying to resolve the connectivity issue.

4. 12 Gwengolo 2024 da 08:41 UTCidentified

   Unfortunately, we still see very high failure rates on authorizations. Our upstream provider is still trying to mitigate this critical incident. We are seeing examples where amounts are being reserved on cardholders' accounts despite the authorization failing. Therefore we recommend that subsequent-in-series recurring and unscheduled (e.g. subscriptions) are not attempted until after this incident is resolved. Furthermore, we are exploring options to potentially release these reservations.

5. 12 Gwengolo 2024 da 09:06 UTCidentified

   We saw an improvement in approval for a short period of time from around 08:47 UTC to 08:59 UTC. Unfortunately, this has worsened again, and we are back on approval rates below 15 %.

6. 12 Gwengolo 2024 da 10:47 UTCidentified

   We are awaiting further communication from our provider. We are actively monitoring the situation. There is no ETA for when this issue is resolved. We will update as soon as we know more.

7. 12 Gwengolo 2024 da 11:51 UTCidentified

   We are again seeing an improvement in approval rate starting 11:46 UTC and are continuing to monitor the situation as we previously have seen such improvement temporarily.

8. 12 Gwengolo 2024 da 12:04 UTCmonitoring

   We have seen a significant increase in approval rates and the connectivity is now back to normal. Due to the severity of this issue and the previous sudden change in approval rate we are still actively monitoring this situation.

9. 12 Gwengolo 2024 da 20:39 UTCresolved

   Our upstream partner has resolved their issue and our monitoring shows that the connection has been stable and without problems since our last update. We will investigate mitigating actions and the root cause of this incident and will publish a postmortem once we have a complete overview from the upstream partner. To summarize, we saw on average around 90 % of authorizations impacted during the time period 2024-09-12T03:30 - 2024-09-12T11:45 UTC. All impacted authorizations were responded with status code 50000 by our gateway API for transaction processing. We sincerely regret the inconvenience this serious incident has caused!

10. 2 Here 2024 da 12:35 UTCpostmortem

    ## Introduction As a follow-up on the incident on 2024-09-12, this is our findings from analyzing the sequence of events. Again, we sincerely apologize for the disruption, downtime and inconvenience. ## The issue During the timespan 2024-09-12T03:30Z - 2024-09-12T11:45Z, we experienced connection failures and timeouts to an upstream provider. This affected live transactions: authorizations and voids for both Visa and Mastercard as well as credits for Mastercard. After confirming that the issue was entirely external, and that we were thus unable to mitigate it ourselves, we reached out to our provider, opened an issue with them and escalated immediately. Our automated failover moved traffic to the provider’s secondary data center when the first transactions failed towards their primary data center. While this is normally sufficient to mitigate small hiccups, this showed that the secondary data center was also affected by the incident. No transactions towards the second data center were approved and we therefore decided to only target the primary data center as we saw upwards of 10-15 % of the transactions going through there. We periodically sent small bursts of transactions to the secondary data center to monitor availability. There was a small window of 10 minutes where transactions were processed through the secondary data center before it became dysfunctional again. We contacted our provider to inform them that the secondary data center had been in a working state. After approximately 8 hours, our provider was able to mitigate the issue in both data centers, which resolved the incident, and approval rates went back to normal. For a short period of time during the incident our services were exhausted which exacerbated the condition. This resulted in the transaction gateway responding HTTP 504 Gateway Timeout which affected all transaction types. We are sincerely sorry for the inconvenience and we are working to prevent this from happening in the future. ## Remediation While we do not have any direct involvement in the incident at our provider we have learned a thing or two to take with us: 1. We will investigate the possibility to void authorizations with status code 50000 such that clients can void these transactions to ensure the state at upstream is the same representation as at the client. At the same time we will highlight that the transaction representation in the Merchant API will help in this regard to understand the state of a transaction. For critical transactions \(e.g. credits or “large enough” authorizations\) we recommend to use the [Merchant API](https://developer.clearhaus.com) to check the state of a transaction when you did not receive a response \(no matter if the failure happened on our end, somewhere in the middle, or on your end\). 2. To avoid HTTP 504 responses, we will go over our resource allocation and adjust to have a better tolerance. In addition we will improve alerting on our application load balancer to highlight when our internal systems are responding slowly and thus indicating a resource exhaustion in our system. 3. Investigate if we can improve upon the automated failover mechanism to balance traffic so we do not need to manually send small bursts to test availability. This could potentially have made us earlier aware when the secondary came up both for midways in the incident and in the very end of the incident. Already implemented improvements: 1. Extend internal dashboards to give improved visibility in the continuous success rates on the individual upstream data centers.

1. 30 Eost 2024 da 13:34 UTCidentified

   Some captures and refunds for card numbers starting with 457153 and tokens that are generated from such card numbers failed clearing this night even though Clearhaus accepted the transactions. There are two consequences for such impacted captures and refunds: 1. They do not yet appear on cardholders’ bank accounts; this is especially unfortunate for refunds. 2. They are not yet being settled on merchants’ accounts; this is especially unfortunate for captures. No action from you is required or recommended; this incident is for your information. Please notice that authorizations on both impacted cards and tokens appear to be functioning normally. Though, 3-D Secure authentications are also impacted. Transactions on any other card are not impacted! Visa has acknowledged the issue and is working with the bank that issues these cards and tokens to ensure that clearings can again go through. We await further updates from Visa and also await the issuer to resolve the problem and do expect these clearings to eventually go through. We will keep you updated whenever there is news to share. We intend to update you no later than 2024-09-03T12:00Z.

2. 30 Eost 2024 da 19:46 UTCidentified

   Visa has identified that the BINs involved in clearing failures are: 414865, 432921, 435786, 443254, 449269, 451143, 451349, 455853, 455854, 457101, 460312, 457154, 461061, 462003, 464254, 479870, 481686, 494109, 457153, and 457154.

3. 2 Gwengolo 2024 da 08:18 UTCresolved

   The cause of this incident was that an issuer/Visa disabled the impacted BINs although they were actively being used. Luckily, issuer/Visa succeeded in reenabling the impacted BINs over the weekend. This has propagated through systems, and made both new transactions and previously impacted transactions able to clear. After careful analysis we can confirm that all previously impacted transactions are now cleared successfully and they are also included in settlements.

1. 2 Eost 2024 da 07:11 UTCidentified

   At 2024-08-02T05:59Z we started noticing consistent failures in communication with Visa for both credit and debit transactions; neither Mastercard nor other Visa transaction types (e.g. authorizations and captures) are impacted. Visa has announced a service disruption, and we will keep you updated as we get information to share from Visa.

2. 2 Eost 2024 da 07:27 UTCidentified

   While we are awaiting an update from Visa we have to the best of our ability confirmed that transactions are not being processed upstream; thus, retrying a transaction is not expected to result in multiple processing if retried when this issue is resolved. However, we will advise you to be careful especially when retrying credit transactions.

3. 2 Eost 2024 da 08:45 UTCmonitoring

   Visa has announced that the service disruption is fully mitigated and we can positively confirm that the impacted Visa transactions are now being processed again. We will continue to monitor the error rates.

4. 2 Eost 2024 da 09:21 UTCmonitoring

   Our monitoring shows all Visa transactions are functional, and we therefore close this incident. The time window of failures lasted from 2024-08-02T05:59Z till 2024-08-02T08:13Z.

5. 2 Eost 2024 da 09:21 UTCresolved

   This incident has been resolved.

1. 25 Ebrel 2024 da 11:03 UTCinvestigating

   We are currently seeing an increase in declined Visa Authorizations and are currently investigating.

2. 25 Ebrel 2024 da 11:52 UTCmonitoring

   The issue started 2024-04-25T10:35:00Z and ended 2024-04-25T11:48:00Z when we applied a hotfix.

3. 25 Ebrel 2024 da 16:51 UTCmonitoring

   A significant amount of the authorizations that we responded with 50000 was approved upstream. We are currently attempting to void these approved authorizations and expect this to be completed within the next few hours. We will update this incident when the voids are completed.

4. 25 Ebrel 2024 da 18:23 UTCmonitoring

   All impacted authorizations have now been voided. These voids are visible via my.clearhaus.com. We expect to update and close this incident when we have tested and applied a proper solution in the coming days.

5. 26 Ebrel 2024 da 11:13 UTCresolved

   The hotfix has been replaced with a proper solution that has been monitored for the last couple of hours. We are hereby closing this incident.

1. 12 Genver 2024 da 09:57 UTCidentified

   Since 2024-01-08 references have been missing on some captures, refunds and voids in the Merchant API and on my.clearhaus.com. We apologize for the inconvenience and are doing our best to quickly bring them back. Transaction processing is not affected.

2. 15 Genver 2024 da 14:05 UTCresolved

   The missing references have been brought back. The affected captures, refunds and voids are in the time span 2024-01-08T12:33:47Z - 2024-01-13T10:16:38Z.