Historique des pannes de Clearhaus

1. 14 octobre 2026 à 08:55 UTCinvestigating

   Depuis 2026-10-14 07:15 CEST, nous avons vu un taux accru de refus sur les opérations de crédit et de débit Visa (Visa Direct OCT et AFT, envoyés via les paramètres /crédits et /debits), y compris le remboursement des débits. Cela concerne uniquement ces types de transactions, et non les cartes de crédit ou de débit Visa. Malheureusement, nous voyons le même problème sous-jacent que nous l'avons fait hier, et nous sommes en communication constante avec Visa en essayant de résoudre le problème complètement. Les autorisations régulières de visa, les captures, les remboursements et les vides ne sont pas affectés, de même que toutes les opérations Mastercard. Nous travaillons avec notre fournisseur en amont pour enquêter et publier une mise à jour lorsque nous en savons plus.

2. 14 octobre 2026 à 10:38 UTCmonitoring

   Un hotfix a été déployé à 12h03 CEST, et le service touché se produit à nouveau normalement. Nous suivons la situation et publierons une mise à jour une fois que nous aurons confirmé la résolution du problème.

3. 16 octobre 2026 à 08:08 UTCresolved

   Nous avons déployé une fixation stable à 2026-10-14 14:09 CEST que nous avons été de surveillance et confirmé pour avoir réussi. Nous sommes toujours en communication avec Visa pour comprendre la cause fondamentale du côté Visa, mais comme il n'y a plus d'impact de cet incident, il sera considéré comme résolu par la présente. Au cours de la période d'incident 07:15-12:03 CEST, 86 % des crédits ou débits Visa ont reçu le code d'état 50000. Les marchands touchés recevront une communication directe de notre part pour clarifier l'état réel des transactions touchées qui ont reçu le code d'état 50000 et un message d'état indiquant le statut inconnu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 13 octobre 2026 à 19:15 UTCresolved

   Entre 18:18 et 18:53 UTC, les données de règlement n'étaient pas disponibles dans l'API Merchant en raison d'une panne de base de données. Le traitement des transactions par passerelle n'a été affecté à aucun moment. Nous nous excusons pour tout désagrément.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 13 octobre 2026 à 09:33 UTCinvestigating

   Depuis 2026-10-13 08:16 CEST, nous avons vu un taux de refus accru sur les opérations de crédit et de débit Visa (Visa Direct OCT et AFT, envoyés via les paramètres /crédits et /debits), y compris le remboursement des débits. Cela concerne uniquement ces types de transactions, et non les cartes de crédit ou de débit Visa. Les autorisations régulières de visa, les captures, les remboursements et les vides ne sont pas affectés, de même que toutes les opérations de Mastercard. Nous travaillons avec notre fournisseur en amont pour enquêter et publier une mise à jour lorsque nous en savons plus.

2. 13 octobre 2026 à 11:06 UTCmonitoring

   Depuis 2026-10-13 12:30 CEST, Visa Direct OCT et AFT, envoyés via les paramètres /crédits et /debits), y compris les remboursements de débits, fonctionne comme normal. Nous suivons la situation en cas de retour.

3. 13 octobre 2026 à 13:10 UTCresolved

   Nous avons surveillé la situation et confirmé que les taux d'erreur se sont normalisés. Cet incident est maintenant clos.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 9 octobre 2026 à 07:20 UTCinvestigating

   À partir de 2026-10-09T02:00Z, nous rencontrons des problèmes de connectivité intermittents avec notre fournisseur en amont pour les autorisations et les vides (et Mastercard débits et remboursements de débit). La chute automatique et la récupération réduisent grandement l'impact, mais nous avons observé des taux d'erreur de 0,75 % entre 2026-10-09T02:00Z – 2026-10-09T07:00Z. Nous enquêtons sur notre fournisseur d'amont et nous nous adressons à lui pour la résoudre. Il n'y a pas d'incidence sur les saisies et les remboursements des visas et des remboursements des débits.

2. 9 octobre 2026 à 08:26 UTCmonitoring

   Depuis 06:36Z nous avons verrouillé tout le trafic vers notre centre de données secondaire en amont où nous avons vu un taux d'erreur inférieur de ~0,04 %. A 07:42Z nous avons été informés que le problème a été résolu par notre fournisseur en amont. Depuis 07:53Z nous avons déplacé le trafic vers le centre de données primaire et n'avons vu aucune autre erreur.

3. 9 octobre 2026 à 09:37 UTCresolved

   Nous clôturons cet incident car aucune erreur n'a été observée depuis 06:36Z et puisque le problème est confirmé pour être résolu. Un taux moyen de défaillance de 1,14 % a été observé entre 2026-10-09T04:01Z et 2026-10-09T06:35Z (du moment où la première et la dernière erreur s'est produite) avec un taux d'erreur maximum dans une minute de 31 %. De plus, nous avons également observé une petite collection d'erreurs 2026-10-08T22:32Z – 2026-10-08T22:41Z à un taux de défaillance moyen d'environ 11 %. Correction sur les types de transactions concernés ! Les autorisations, les vides, les remboursements de capture et les crédits Mastercard ont été touchés. Les autres types de transactions (captures, débits, remboursements de débit et crédits Visa) n'ont pas été touchés.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 10 septembre 2026 à 14:47 UTCresolved

   Entre 2026-08-27T00:30:35Z et 2026-08-27T00:48:01Z, toutes les autorisations de visa ont échoué avec le code de statut 40400, "problème backend". Quelques transactions Visa ont déjà échoué à partir de 2026-08-27T00:25:25Z. Les autorisations de Mastercard ainsi que toutes les captures, remboursements, vides et crédits n'ont pas été touchés. Nous n'avons vu aucune autre erreur de connectivité depuis 2026-08-27T00:48:01Z. Les autorisations refusées n'ont pas été facturées et peuvent être réévaluées. Nous travaillons avec notre fournisseur en amont pour déterminer la cause fondamentale et prévenir des problèmes similaires à l'avenir.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 11 août 2026 à 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 août 2026 à 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 août 2026 à 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 août 2026 à 08:33 UTCresolved

   Le 2026-08-06 entre 13:00 et 16:56 UTC, toutes les transactions Google Pay ont échoué avec le code d'état 40000, "Google Pay erreur d'entrée, aucune signature valide de clé intermédiaire". Aucune autre méthode de paiement, y compris Apple Pay et les transactions régulières par carte, n'a été affectée. Nous améliorons notre alerte dans ce domaine afin d'éviter de futures régressions.

2. 1 septembre 2026 à 09:42 UTCpostmortem

   Que s'est-il passé ? Un changement de configuration a causé l'échec des transactions Google Pay. Le changement a été apporté pour nettoyer les incohérences de configuration entre les environnements. Google Pay avait une dépendance implicite sur une de ces configurations. Avant de déplacer le trafic vers un nouveau déploiement, nous effectuons toujours des transactions de test automatisées. Cependant, Google Pay n'est pas testé automatiquement mais seulement par besoin, car il s'agit d'une méthode de paiement alternée et difficile à automatiser. Étant donné que ce déploiement n'incluait aucune modification à Google Pay et n'était pas censé l'affecter, aucun effort supplémentaire n'a été fait pour tester Google Pay. Pourquoi avons-nous été lents à le détecter ? Google Pay a beaucoup moins de trafic que les autres méthodes de paiement, donc il frappe en dessous de notre seuil d'alerte, et de ce fait nous avons été lents à remarquer le problème. Actions préventives * Nous avons examiné la configuration restante pour des dépendances implicites similaires et n'en avons trouvé aucune. * Nous avons amélioré notre alerte \(voir ci-dessous\). Amélioration de l'alerte Nous avons amélioré notre alerte aux pannes de capture affectant une petite partie du trafic. Pour éviter un nombre important de faux positifs, nous avons fait une analyse approfondie et des contre-essais pour créer des alertes avancées qui vérifient que les erreurs ne se produisent pas seulement sur les comptes marchands individuels ou pour les émetteurs individuels. Cela nous permet d'être alertés par la méthode de paiement — même pour les plus petits comme Google Pay — mais aussi par type de transaction — même pour les plus petits comme les crédits. Avec ces nouvelles alertes en place, nous aurions été alertés de la panne en 15 minutes au maximum.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 6 juillet 2026 à 12:17 UTCinvestigating

   Nous enquêtons actuellement sur la question. Le traitement des transactions par passerelle n'est pas affecté.

2. 6 juillet 2026 à 12:54 UTCmonitoring

   Transactions disponibles à nouveau dans l'API Merchant Cette question a été résolue. Les transactions sont maintenant disponibles dans l'API Merchant et le service fonctionne normalement. Le traitement des transactions par passerelle n'a été affecté à aucun moment. Nous nous excusons pour tout désagrément.

3. 6 juillet 2026 à 13:02 UTCresolved

   Cet incident a été résolu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 4 février 2026 à 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 décembre 2025 à 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 décembre 2025 à 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 décembre 2025 à 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 avril 2025 à 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 mars 2025 à 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 novembre 2024 à 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 octobre 2024 à 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 novembre 2024 à 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 octobre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 septembre 2024 à 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 octobre 2024 à 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 août 2024 à 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 août 2024 à 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 septembre 2024 à 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 août 2024 à 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 août 2024 à 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 août 2024 à 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 août 2024 à 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 août 2024 à 09:21 UTCresolved

   This incident has been resolved.

1. 25 avril 2024 à 11:03 UTCinvestigating

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

2. 25 avril 2024 à 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 avril 2024 à 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 avril 2024 à 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 avril 2024 à 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 janvier 2024 à 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 janvier 2024 à 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.