Störungsverlauf von Clearhaus

1. 11. August 2026 um 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. August 2026 um 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. August 2026 um 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.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 7. August 2026 um 08:33 UTCresolved

   Am 2026-08-06 zwischen 13:00 und 16:56 UTC scheiterten alle Google Pay-Transaktionen mit dem Statuscode 40000, "Google Pay-Eingabefehler, keine gültige Signatur des Zwischenschlüssels". Keine anderen Zahlungsmethoden, einschließlich Apple Pay und reguläre Kartentransaktionen, waren betroffen. Wir verbessern unsere Alarmierung in diesem Bereich, um zukünftige Rückschritte zu verhindern.

2. 1. September 2026 um 09:42 UTCpostmortem

   ### Was ist passiert? Eine Konfigurationsänderung führte dazu, dass Google Pay-Transaktionen fehlschlugen. Die Änderung wurde vorgenommen, um Konfigurationsinkonsistenzen zwischen Umgebungen zu beseitigen. Google Pay hatte eine implizite Abhängigkeit von einer dieser Konfigurationen. Bevor wir den Traffic auf eine neue Bereitstellung verschieben, führen wir immer automatisierte Testtransaktionen durch. Google Pay wird jedoch nicht automatisch getestet, sondern nur nach Bedarf, da es sich um eine gewundene Zahlungsmethode handelt und schwer zu automatisieren ist. Da diese Bereitstellung keine Änderungen an Google Pay enthielt und nicht erwartet wurde, dass sie sich darauf auswirken würde, wurden keine zusätzlichen Anstrengungen unternommen, um Google Pay zu testen. ### Warum haben wir es langsam entdeckt? Google Pay hat deutlich weniger Traffic als andere Zahlungsmethoden, so dass es unter unsere Alarmschwelle fällt, und aus diesem Grund haben wir das Problem nur langsam bemerkt. ### Präventivmaßnahmen * Wir haben die verbleibende Konfiguration für ähnliche implizite Abhängigkeiten überprüft und keine gefunden. * Wir haben unsere Alarmierung verbessert (siehe unten). #### Verbesserte Alarmierung Wir haben unsere Alarmierung verbessert, um Ausfälle zu erkennen, die einen kleinen Anteil des Verkehrs betreffen. Um eine signifikante Anzahl von Fehlalarmen zu vermeiden, haben wir gründliche Analysen und Backtestings durchgeführt, um erweiterte Warnungen zu erstellen, die überprüfen, ob Fehler nicht nur auf einzelnen Händlerkonten oder für einzelne Emittenten auftreten. Dies ermöglicht es uns, pro Zahlungsmethode alarmiert zu werden - auch für kleinere wie Google Pay - aber auch für kleinere wie Credits. Mit diesen neuen Warnungen wären wir innerhalb von höchstens 15 Minuten auf den Ausfall aufmerksam gemacht worden.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 6. Juli 2026 um 12:17 UTCinvestigating

   Wir untersuchen derzeit das Problem. Die Gateway-Transaktionsverarbeitung ist nicht betroffen.

2. 6. Juli 2026 um 12:54 UTCmonitoring

   Transaktionen wieder verfügbar in Merchant API Dieses Problem ist gelöst. Transaktionen sind jetzt in der Merchant API verfügbar und der Dienst funktioniert normal. Die Gateway-Transaktionsverarbeitung war zu keinem Zeitpunkt betroffen. Wir entschuldigen uns für jegliche Unannehmlichkeiten.

3. 6. Juli 2026 um 13:02 UTCresolved

   Dieser Vorfall wurde behoben.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 4. Februar 2026 um 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. Dezember 2025 um 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. Dezember 2025 um 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. Dezember 2025 um 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. April 2025 um 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. März 2025 um 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. November 2024 um 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. Oktober 2024 um 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. November 2024 um 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. Oktober 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. September 2024 um 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. Oktober 2024 um 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. August 2024 um 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. August 2024 um 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. September 2024 um 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. August 2024 um 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. August 2024 um 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. August 2024 um 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. August 2024 um 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. August 2024 um 09:21 UTCresolved

   This incident has been resolved.

1. 25. April 2024 um 11:03 UTCinvestigating

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

2. 25. April 2024 um 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. April 2024 um 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. April 2024 um 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. April 2024 um 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. Januar 2024 um 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. Januar 2024 um 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.

1. 3. November 2023 um 08:22 UTCresolved

   We experienced an increased amount of declines on authorizations, voids and Mastercard credits with status code 40400 backend problem in the time span 2023-11-03T00:59:31Z to 2023-11-03T01:09:38Z due to problems confirmed by an upstream provider. Neither captures, refunds, debits, debit refunds nor Visa credits were affected.

1. 13. Oktober 2023 um 15:00 UTCinvestigating

   Some attempts at creating a subsequent-in-series Visa authorization referencing a previous authorization created after 2023-10-13T09:49:16Z are currently failing.

2. 13. Oktober 2023 um 15:46 UTCidentified

   We have identified the issue and have managed to contain it to some degree. It is now the case that some attempts at creating a subsequent-in-series Visa authorization referencing a previous authorization created in the time span 2023-10-13T09:49:16Z - 2023-10-13T15:08:48Z might fail. We are working towards complete resolution.

3. 13. Oktober 2023 um 20:15 UTCidentified

   Our upstream service provider has confirmed the issue is a result of a system upgrade on their end, and they are working on a resolution. Some subsequent-in-series authorizations may still fail for the time being, and we ask clients to postpone these authorizations until the issue has been resolved. Fortunately, very few authorizations are affected by this issue.

4. 26. Oktober 2023 um 20:46 UTCresolved

   We have worked with Visa to resolve the issue. Some authorization responses in the affected timespan did not include Visa transaction IDs (TIDs). Should any client require the missing TIDs, do not hesitate to reach out. If missing TIDs do not pose a problem, no action is required. We apologize for any inconvenience.

1. 3. Oktober 2023 um 07:44 UTCresolved

   We noticed at 2023-10-03T04:32:30Z that our DNS provider had issues. They identified and were able to resolve the issue by 2023-10-03T05:25Z. Since the TTL is one hour on the DNS records, the immediate impact of this issue is expected to be limited. However, during the period of the DNS issue, clients may have experienced sporadic connectivity problems or delays in accessing our services depending on their reliance on DNS.

1. 18. August 2023 um 13:34 UTCinvestigating

   We are investigating an issue on Mastercard transactions for the period between 2023-08-09T19:00Z and 2023-08-10T19:00Z. Only captures, refunds and credits are impacted whereas neither authorizations nor voids are impacted. Transactions appear successful in Clearhaus’ systems — also with respect to bookkeeping and payouts to merchants. There is no impact from a merchant’s perspective; only via clearing transactions not being effectuated on their cardholders’ accounts. Our investigation so far confirms that: - A majority of captures from 2023-08-10T09:00Z to 2023-08-10T14:00Z are impacted. - A majority of refunds from 2023-08-09T19:00Z to 2023-08-10T14:00Z are impacted. - All captures and refunds from 2023-08-10T14:00Z to 2023-08-10T19:00Z are impacted. - All credits from 2023-08-09T19:00Z to 2023-08-10T19:00Z are impacted. It is greatly important to note that this update is solely for informational purposes, as no action is required from any other party than Clearhaus and our upstream provider. We have identified the impacted transactions and are working with our upstream provider and Mastercard on a resolution. Since transactions appear successful in Clearhaus systems, we expect to be able to resolve the issue without your involvement. If you need to do anything, we will reach out directly.

2. 22. September 2023 um 12:15 UTCresolved

   All affected transactions have been settled and the issue is resolved.

1. 3. Juli 2023 um 19:04 UTCinvestigating

   From 2023-07-03T18:30:13Z to 18:48:41Z today, we saw an intermittent increase in timeouts towards our upstream service provider affecting authorizations and voids. Mastercard credits were also impacted. Other transactions like captures and refunds were not impacted. The issue appears to have subsided, but we will continue to monitor the situation and post another announcement should the issue reemerge.

2. 3. Juli 2023 um 19:56 UTCresolved

   No further timeouts have been observed. We have been in contact with our service provider and confirmed all systems to be operational. We apologize for the inconvenience.