Historique des pannes de Propay

We have Identified an issue with onboarding in the Sandbox/ Test environment. Partners using the GPAPI - ProPay solution in the Sandbox / Test environment may experience issues with onboarding new merchant accounts. We are currently working on a fix, tentatively set to deploy Monday, July 13th. Please refrain from attempting to board in the Sandbox/ Test Environment until then, as it will not work until the fix has been deployed.

This incident has been resolved.

Effective May 28th, AMEX made some changes to required data that they need to receive from the processor for compliance reasons: *Requirement: American Express requires that any merchant processing American Express transactions must be boarding at American Express. Before changes made on May 28 AMEX allowed merchants transactions to process without registration. *After Changes: New merchants: American Express will allow transactions to process for 10 days, after the 10 days merchants will start receiving declines on transactions. Existing merchants: Any merchant that did not get boarded with American Express will start receiving declines on transactions. AMEX current issues: Compliance was working on a project to identify accounts who processed AMEX transactions that did not meet the new AMEX data requirements. In essence, we made changes to accounts and inadvertently changed the data on incorrect accounts by accident, in an effort to get the accounts in compliance for AMEX. The data has since been corrected. Below fields need to be added via TT 42, for any account that is not able to process AMEX transactions: Required AMEX fields: Account ID Business Legal Name Doing Business As (DBA) Name Business Address Business email address (cannot contain any special characters, except for "@") Business City Region Business Postal Code Business Country Code Currency Code Merchant Category Code (MCC) Authorized Signer First Name Authorized Signer Last Name Authorized Signer Country Code business Phone number Fed TAX ID or SS# Any account that does not meet these new requirements, will see that their processing has been disabled by AMEX.

Update: We are working closely with AMEX and our Development team is investigating why the accounts are not boarding on the AMEX side. That is the reason why the AMEX transactions are declining. This issue is due to new logic that rolled out on the AMEX side. We will keep you updated and we apologize for the inconvenience.

The ProPay Development Team has been working with AMEX and has identified the errors which have been preventing accounts from boarding on the AMEX side. A fix is being implemented today to address and correct this. Our Strategic Partner Management team will be reaching out to partners to ensure that their accounts are being updated with correct data as well, to ensure that all accounts are compliant with AMEX's requirements. Ongoing review of impacted accounts and remediation is underway and next steps will be communicated further from our SPM team.

Update: The fix has been implemented now, and we are continuing to monitor the situation with this update. Our Strategic Partner Management team will be reaching out to partners to ensure that their accounts are being updated with correct data as well, to ensure that all accounts are compliant with AMEX's requirements. Ongoing review of impacted accounts and remediation is underway and next steps will be communicated further from our SPM team.

Quick Update: "We are seeing continued declines with American Express and continue to work with AMEX on remediation. We will update this status page as we have more information."

“Our next update will be shared no later than 6:00 PM CT. We will communicate sooner if any new developments arise.”

Quick Update: We are waiting for an update from Amex. They opened a case with their development team. We will update you as soon as we hear back.

Quick Update: We have no further updates at this time to share with you. Remediation is underway and next steps will be communicated further from our SPM team.

Quick Update: We have rebuilt the file that goes out to AMEX on a daily basis. We are hoping that the file is accepted tonight, so any account that has been recently updated and contains all of the required AMEX fields will board as expected on the Amex side. We will keep you updated and we apologize for the inconvenience.

We will be reaching out to the impacted accounts directly and if they need additional information to reach out to their account contacts.

We are aware of an issue causing some account names to display incorrectly. Our teams working to identify and resolve the issue as quickly as possible.

This incident has been resolved.

We are aware of an issue that is preventing access to https://partnerportal.propay.com. Our teams are working to resolve the issue as quickly as possible.

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

This incident has been resolved.

We are aware of an issue that is preventing some transactions from being processed. Our teams are working to resolve the issue as quickly as possible.

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

This incident has been resolved, with traffic normalizing effective 10:45am MT.

At 3:00 a.m. (MDT) on Thursday the 21st of May, the database system will undergo its monthly maintenance. We anticipate no more than 10 minutes of service interruption during this time frame.

This incident has been resolved.

We are aware of an issue with the chargebacks. The Chargeback team is currently working with Development to resolve it. We will keep you posted as soon as there are updates.

This incident has been resolved. We have corrected the issue and any chargebacks processed in error, have been refunded.

We are aware of an issue affecting the delivery of some ProPay Reports. Our teams are working to correct the issue and will provide updates as they are available.

The issue has been identified and a fix is being implemented.

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

This incident has been resolved.

We are aware of an issue affecting the test environment. Our teams are working to correct the issue and will provide updates as they are available.

The issue has been identified and a fix is being implemented.

This incident has been resolved.

We are currently investigating an issue impacting a subset of Flash Funds transactions processed through VISA Direct. We believe the failures are occurring on select transactions where the recipient card is a Mastercard, though not all Mastercard transactions are affected. As a result, some partners may experience intermittent Flash Funds failures when sending payouts to certain Mastercard cards. Our teams are actively working with Visa to identify the root cause and implement a resolution.

We are aware of an issue affecting partners using GP API. We have observed an increase in 215 errors (partially boarded) for signups on the GP API onboarding flow, leading to onboarding interruptions for some users. Our team is actively investigating and will provide updates as they are available.

Our teams have located the cause of the issue and will be implementing a fix overnight to address it.

This incident has been resolved as of March 30 at 11pmMT/1amET.

We are aware of an issue that prevented some tokenized transactions from being processed between 1:11pm ET to 2:54pm ET on the ProPay-Portico solution. This issue has been identified and resolved, and tokenized transaction processing should be working without incident currently.

We are aware of an issue affecting the delivery of some ProPay Sweep (Deposit Detail) Reports, which started with sweep bank deposit processes after 4am mountain time today. The bank deposit processes were successful, but the reports were not produced and delivered. Our teams are working to correct the issue and deliver the delayed reports.

Our teams have corrected the underlying issue and are working on the needed changes to deliver the missing reports.

Delayed reports are now delivering.

Reports should be delivered now. Please contact Partner Support for any remaining missing reports.

We are aware of an issue that was preventing some transactions from being processed. Incident timeline: 7:14 AM to 9:30 AM MT The issue has been resolved.

We are aware of an issue affecting the delivery of some ProPay Reports. Our teams are working to correct the issue and will provide updates as they are available.

This incident has been resolved.

We are aware of an issue where Gross Billing Invoice reports were delivered only partially, resulting in files missing for some accounts. We are working on correcting the issue and generating the missing reports.

We have regenerated most of the Gross Billing Invoice reports. We are still working on a small population of files to be generated to resolve this issue.

We have regenerated the known missing files that were still pending and this issue is now resolved. Please contact our teams if there are any missing Gross Billing reports for specific merchants.

We are aware of an issue of delayed funding for some merchants. Our teams working to identify and resolve the issue as quickly as possible.

This incident has been resolved.

We are aware of an issue of delayed funding for merchants using the Heartland/Portico/ProPay Payment Facilitation solution. Our teams working to identify and resolve the issue as quickly as possible and will provide updates as we have more information.

We have identified the issue and are implementing a fix. For partners who initiate their own bank transfers, they will need to re-initiate those bank transfer requests. Global teams will work on re-running sweep bank transfer jobs for other affected partners.

This issue is resolved. Bank transfers have been or will be initiated for partners whose bank transfers are initiated by Global Payments (ProPay). Partners whose solutions initiate bank transfers will need to re-run those processes prior to 7pm ET to ensure they are included in today's bank transfer files.

We are aware of an issue that is preventing some transactions from being processed. Our teams are working to resolve the issue as quickly as possible.

This incident has been resolved.

We are aware of an issue of delayed funding for merchants using the Heartland/Portico/ProPay Payment Facilitation solution. Our teams working to identify and resolve the issue as quickly as possible and will provide updates as we have more information.

Our teams have implemented a fix and are continuing to monitor the outcomes.

This issue is now resolved. Due to communication issues between systems, transaction statuses were not properly updating, resulting in them not being funded and sent to merchant bank accounts. The issue was corrected and transactions were funded. Affected merchants should expect to see funds deposited in their bank accounts Monday if bank transfers are automatically initiated by Global Payments/ProPay and Tuesday if they are initiated by partner systems. Technical teams are continuing to investigate the root cause and implement follow up action items to improve monitoring and remediation plans in the future.