Historique des pannes de Togetherwork

1. 25 août 2026 à 12:50 UTCinvestigating

   Les dossiers de règlement réguliers, les rapports détaillés et les dossiers de règlement des négociants ne seront pas disponibles d'ici 9 h à l'est ce matin. Nous vous enverrons une mise à jour dès que nous aurons plus d'informations et lorsque les fichiers seront disponibles.

2. 25 août 2026 à 15:58 UTCresolved

   Tous les dossiers de règlement réguliers, les rapports complets et les dossiers de règlement des commerçants sont maintenant disponibles Cet incident est résolu.

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

1. 29 mai 2026 à 14:15 UTCinvestigating

   ProPay is aware of an issue that is preventing some transactions from being processed. They are actively working to resolve the issue. As soon as additional information is known, we will let you know.

2. 29 mai 2026 à 16:52 UTCresolved

   ProPay implemented a fix and transactions are no longer intermittently timing out. A total of 38 transactions were affected between 9:05 a.m.-10:35 a.m. eastern. This incident is resolved.

1. 1 mai 2026 à 12:33 UTCinvestigating

   ProPay has identified an ongoing issue impacting chargebacks. An internal change made late last week caused disruptions that prevented some chargebacks from being initiated. The full scope and impact are still being assessed. ProPay’s teams are actively working to resolve the issue and restore normal processing. We will provide updates as more information becomes available.

2. 1 mai 2026 à 16:09 UTCresolved

   ProPay confirmed the chargeback issue has been resolved. They are still assessing the scope and impact of the issue. We will share additional details as they become available from ProPay.

1. 22 avril 2026 à 12:55 UTCinvestigating

   Regular settlement files, comprehensive reports and merchant settlement files will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.

2. 22 avril 2026 à 22:38 UTCmonitoring

   Regular settlement files, comprehensive reports and merchant settlement files are available for all Products except OmegaFi Canada. We are actively working with ProPay to get the final missing reports. We will send an update as soon as we have more information and when the files are available.

3. 22 avril 2026 à 23:23 UTCresolved

   All regular settlement files, comprehensive reports and merchant settlement files are now available. This incident is resolved.

1. 10 février 2026 à 13:45 UTCinvestigating

   Regular settlement files, comprehensive reports and merchant settlement files will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.

2. 10 février 2026 à 19:00 UTCresolved

   Settlement files, comprehensive reports and merchant settlement files are now available for consumption. This incident is resolved.

1. 9 février 2026 à 13:47 UTCinvestigating

   Regular settlement files, comprehensive reports and merchant settlement files will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.

2. 9 février 2026 à 15:43 UTCresolved

   Settlement files, comprehensive reports and merchant settlement files are now available for consumption. This incident is resolved.

1. 11 décembre 2025 à 00:00 UTCinvestigating

   We are aware of an issue that may impact your ability to process transactions and log in to the Togetherpay application. We are working as quickly as possible to identify the issue. Additional information will be provided when known, or when the situation is resolved.

2. 11 décembre 2025 à 01:50 UTCinvestigating

   Teams are still actively working on this issue. They believe they identified the cause and are working to restore service. There is no ETA on the fix at this time. We will provide further updates when more is known.

3. 11 décembre 2025 à 02:46 UTCresolved

   Teams implemented a fix and confirmed processing is back to normal. Access to the Togetherpay application is working again as well. This incident is resolved.

4. 16 décembre 2025 à 21:45 UTCpostmortem

   An effort to clean up merchant level users in Togetherpay led to the archiving of inactive users - those that had not logged in for over one year and those that have never logged in. Identified user records were archived. This inadvertently broke authentication for Togetherpay merchant API calls, because some of the archived user records were actually merchant API keys. Work to restore the archived users led to additional issues including database connectivity errors and replica host failures. The incident was resolved by reverting the affected user records and fixing database replica configurations. Teams evaluated the sequence of events and implemented steps to prevent such events from happening in the future.

1. 1 décembre 2025 à 17:29 UTCinvestigating

   ProPay is aware of an issue that is preventing some transactions from being processed. They are actively working to resolve the issue. As soon as additional information is known, we will let you know.

2. 1 décembre 2025 à 18:19 UTCresolved

   The intermittent processing issue was limited to Canadian accounts. A very limited number of transactions were affected between 10:22 a.m. - 12:27 p.m. eastern. ProPay resolved the issue. This incident is resolved.

1. 24 novembre 2025 à 17:04 UTCinvestigating

   ProPay is aware of an issue that may impact the ability to process transactions for Canadian merchants. They are actively working to resolve the issue. As soon as additional information is known, we will let you know.

2. 24 novembre 2025 à 19:05 UTCidentified

   ProPay has identified the issue and is actively working to implement a fix.

3. 24 novembre 2025 à 20:54 UTCresolved

   ProPay has implemented a fix and is will continue to monitor the results. At this time this incident is resolved.

1. 18 novembre 2025 à 21:38 UTCinvestigating

   A small percentage of Togetherpay transactions are timing out. ProPay was notified and is looking into the situation. As soon as additional information is known, we will let you know.

2. 18 novembre 2025 à 22:47 UTCresolved

   ProPay implemented a fix which appears to have fixed the problem. The last transaction to timeout was at 4:59 p.m. eastern. Processing is back to normal.

1. 31 octobre 2025 à 12:48 UTCinvestigating

   Regular settlement files and merchant settlement files will not be available by 9:00 a.m. eastern this morning. Comprehensive reports were delivered by ProPay and are already available. We will send an update as soon as we have more information and when the settlement files are available.

2. 31 octobre 2025 à 15:51 UTCresolved

   All regular settlement files and merchant settlement files are now available. This incident is resolved.

1. 29 octobre 2025 à 12:40 UTCinvestigating

   Regular settlement files, merchant settlement files, and some comprehensive reports will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.

2. 29 octobre 2025 à 15:11 UTCresolved

   All regular settlement files, merchant settlement files, and comprehensive reports are now available. This incident is resolved.

1. 15 octobre 2025 à 18:33 UTCinvestigating

   We are aware of an issue that is preventing some transactions from processing. We are currently investigating the cause of the issue. We will share more information as it becomes available.

2. 15 octobre 2025 à 18:52 UTCidentified

   ProPay is aware of the issue and is working with teams to resolve. It appears processing is back to normal. We will continue to monitor the situation until a permanent resolution is confirmed.

3. 15 octobre 2025 à 19:09 UTCmonitoring

   Between 2:00pm and 2:30pm Eastern Time, some transactions timed out due to connectivity issues. ProPay has identified and resolved the issue, and processing has remained stable since.

4. 15 octobre 2025 à 19:19 UTCresolved

   Processing has returned to normal. This incident is involved.

1. 7 octobre 2025 à 12:57 UTCidentified

   Regular settlement files and merchant settlement were delivered late this morning and will not be ready by 9:00am eastern. Teams are working to consume the files. We will send an update as soon as the files are available.

2. 7 octobre 2025 à 13:18 UTCresolved

   All settlement files and merchant settlement files are now available. This incident is resolved.

1. 20 septembre 2025 à 11:30 UTCinvestigating

   Regular settlement files, comprehensive reports and merchant settlement files will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.

2. 21 septembre 2025 à 01:45 UTCinvestigating

   ProPay teams have been trying to restoring service for a data source that provides daily reports but they've run into several unexpected issues. The effort is ongoing. Once the service is restored, ProPay will have to deliver/redeliver affected reports going back to when this issue first started on Friday, 9/19. There is no ETA for the fix at this time. We will continue to keep you updated as we learn more.

3. 21 septembre 2025 à 13:22 UTCidentified

   ProPay (Togetherpay) files are still unavailable. Affected dates include Friday (9/19), Saturday (9/20) and today, Sunday (9/21). When ProPay resolves the issue on their end and provides corrected files, work will need to be done to get the reports into Togetherpay. We will keep you updated as more is known.

4. 21 septembre 2025 à 17:55 UTCidentified

   ProPay is making progress toward correcting the issues affecting reporting. We are starting to see them deliver corrected reports to their SFTP. Assuming ProPay is able to deliver all missing reports today, work to consume them and deliver Togetherpay files will begin tomorrow, Monday 9/21. We will continue to keep you updated as this incident progresses.

5. 22 septembre 2025 à 12:20 UTCidentified

   ProPay corrected the issue causing delayed/incorrect reporting. They delivered new files for Friday (9/19), Saturday (9/20) and Sunday (9/21). Work will begin soon to consume ProPay's files and generate Togetherpay files. Today's files (Monday, 9/22) are ready and available. We will keep you posted as we continue to sort through this issue.

6. 22 septembre 2025 à 16:27 UTCidentified

   Togetherwork developers are working to remove incorrect files from 9/19, 9/20 and 9/21. Once removed, the process to consume ProPay's new, corrected files will begin. ETA for completion is unknown at this time. We will provide additional updates as more is known.

7. 23 septembre 2025 à 12:11 UTCidentified

   Comprehensive reports, settlement files, and merchant settlement files from the weekend (9/19-9/21) are still not correct in Togetherpay. Teams are still actively working on the clean-up. ETA remains unknown. Files from all other days, including today, are ready and available. We will provide additional updates as more is known.

8. 24 septembre 2025 à 15:20 UTCidentified

   The Togetherwork dev team is running into unexpected issues cleaning up/generating 9/19-9/21 files. Work continues to done on the issue with highest priority. ETA is still unknown. We will keep you updated as more information is known.

9. 25 septembre 2025 à 12:46 UTCidentified

   Teams are actively running processes to resolve the issue with 9/19-9/21 files. We are hoping to resolve the issue later today. In the meantime, a new, possibly related issue popped with today's files (9/25). The dev team is investigating this latest issue. We will provide another update as soon as we have more information.

10. 25 septembre 2025 à 17:09 UTCresolved

    All comprehensive reports, settlement files and merchant settlement files are now available. This includes the ones from this past weekend (9/19-9/21) as well as the ones for today (9/25). NOTE: Because ProPay was delayed in delivering files for 9/19-9/21, many and/or all of the transactions processed on those days appear in the 9/22 comprehensive report. This incident is resolved.

1. 19 septembre 2025 à 12:49 UTCinvestigating

   Regular settlement files, comprehensive reports and merchant settlement files will not be available by 9:00 a.m. eastern this morning. We will send an update as soon as we have more information and when the files are available.

2. 19 septembre 2025 à 16:27 UTCidentified

   ProPay identified the issue on their end. They are working on a fix. We will send another update when we have more information or when the files are available.

3. 19 septembre 2025 à 17:19 UTCidentified

   ProPay continues to work on a fix for this issue.

4. 19 septembre 2025 à 19:22 UTCidentified

   ProPay is still working on a fix. The issue was escalated to multiple teams. We will send another update when we have more information or when the files are available.

5. 19 septembre 2025 à 20:50 UTCidentified

   ProPay's issue is related to their database which they are working to restore. Today's files will not be delivered today. At the earliest, they will be delivered tomorrow, Saturday, 9/20. It is likely the delayed files will be processed by Togetherwork on Monday, 9/22. We will keep you posted as additional information is shared with our team.

6. 20 septembre 2025 à 03:12 UTCresolved

   All comprehensive reports, settlement files and merchant settlement files are now available. This incident is resolved.

1. 10 septembre 2025 à 18:54 UTCinvestigating

   ProPay reported the following: "An issue has been identified impacting ProPay Canada Direct credit card and refund transactions. Since 8/26/25, refund transactions have not processed successfully and credit card transactions have not been fully settled and posted to cardholder accounts. This has resulted in refund settlement reject transactions and cardholders seeing funds returned for transactions that should have completed. Our teams are working to implement a fix to address this issue and restore service. Cardholders seeing unexpected return of funds should not attempt to re-process their transactions; when the issue is fixed, transactions will post to cardholder accounts as previously expected. We will provide additional updates once the changes are implemented." We will send an update as soon as we have more information from ProPay.

2. 10 septembre 2025 à 20:03 UTCmonitoring

   ProPay provided the following update: "A fix has been implemented for the credit card transactions and we are monitoring the behavior of the processing of the settlement transactions. We are still working on some additional steps that are required to address processing the refunds." We will send another update when we receive more information from ProPay.

3. 11 septembre 2025 à 12:40 UTCresolved

   According to ProPay, missed Canadian refunds have been processed. This incident is resolved.

1. 14 juillet 2025 à 17:41 UTCmonitoring

   Both sandbox and integration are currently unavailable. ProPay informed us they will be down until they are able to apply necessary security updates - ETA unknown. As soon as we have more information and/or when the environments are back up and running, we will let you know.

2. 14 juillet 2025 à 19:22 UTCresolved

   ProPay concluded their maintenance - both sandbox and integration are now available. This incident is resolved.

1. 11 juillet 2025 à 16:38 UTCidentified

   ProPay informed us that 7/9/2025 ACH Payment transactions were delayed in being submitted to NACHA. The effect of this delay is that some ACH payments made on 7/8 and 7/9 were not debited from payer's bank accounts yesterday (7/10), and will be debited today (7/11). Merchants were already funded for the proceeds of the ACH Payment transactions, but may receive inquiries from payers whose funds were not debited as expected.

2. 11 juillet 2025 à 16:39 UTCresolved

   This incident has been resolved.

1. 11 juillet 2025 à 12:53 UTCresolved

   ProPay informed us that 7/9/2025 ACH Payment transactions were delayed in being submitted to NACHA. The effect of this delay is that some ACH payments made on 7/8 and 7/9 were not debited from payer's bank accounts yesterday (7/10), and will be debited today (7/11). Merchants were already funded for the proceeds of the ACH Payment transactions, but may receive inquiries from payers whose funds were not debited as expected.