Cronologia delle interruzioni di Lemon Way

1. 23 ottobre 2026 alle ore 19:42 UTCinvestigating

   Ciao. Stiamo vivendo problemi con la nostra piattaforma di pagamento. Tutte le squadre stanno lavorando per risolvere questo problema, e vi terremo aggiornati sulla sua risoluzione.

2. 23 ottobre 2026 alle ore 20:01 UTCidentified

   Il problema è stato identificato e si sta attuando una correzione.

3. 23 ottobre 2026 alle ore 20:01 UTCmonitoring

   I servizi sono tornati alla normalità, ma le squadre rimangono in standby per monitorare la situazione.

4. 23 ottobre 2026 alle ore 21:27 UTCresolved

   I servizi sono ora pienamente stabilizzati e operativi normalmente; l'incidente è stato risolto. Grazie per la vostra comprensione.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 29 settembre 2026 alle ore 07:18 UTCidentified

   Attualmente stiamo vivendo un problema che riguarda il trattamento della disponibilità dei fondi. Di conseguenza, è possibile verificare ritardi nella disponibilità di fondi relativi a: - Trasferimenti in entrata - Addebiti diretti (SDD) La causa principale è stata identificata, e il problema è attualmente in fase di risoluzione. Siamo davvero dispiaciuti per l'inconveniente che potrebbe causare.

2. 29 settembre 2026 alle ore 07:57 UTCresolved

   Questo incidente è stato risolto.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 7 agosto 2026 alle ore 07:58 UTCinvestigating

   We are currently facing a bank statement issue impacting our crediting processes for Italian Bank Accounts As a result, you might experience a delay regarding : - Incoming transfers We apologize for this inconvenience.

2. 7 agosto 2026 alle ore 09:58 UTCresolved

   This incident has been resolved.

1. 7 luglio 2026 alle ore 07:43 UTCidentified

   We are currently facing a bank statement issue with Barclays (DE and IT accounts), impacting our crediting processes. As a result, you might experience a delay regarding: - Incoming transfers We are really sorry for the inconvenience it might cause.

2. 7 luglio 2026 alle ore 17:38 UTCresolved

   This incident has been resolved.

1. 16 giugno 2026 alle ore 07:12 UTCidentified

   We are currently experiencing delays in receiving bank statements for our Spanish accounts from our banking partner. As a result, you may experience delays with: • Incoming transfers We are really sorry for the inconvenience it might cause.

2. 17 giugno 2026 alle ore 06:20 UTCresolved

   This incident has been resolved.

1. 11 giugno 2026 alle ore 07:11 UTCidentified

   We are currently facing a bank statement issue impacting our crediting processes. As a result, you might experience a delay regarding : - Incoming transfers - SDD - Checks - Chargebacks We are really sorry for the inconvenience it might cause.

2. 11 giugno 2026 alle ore 07:33 UTCmonitoring

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

3. 11 giugno 2026 alle ore 07:34 UTCresolved

   This incident has been resolved.

1. 1 giugno 2026 alle ore 14:37 UTCinvestigating

   Hello, We are aware of an incident currently impacting some money-in flows. Our technical teams are actively investigating and working to restore the situation as quickly as possible. We will keep you informed as soon as we have more information. Thank you for your understanding.

2. 1 giugno 2026 alle ore 15:17 UTCidentified

   The cause of the incident has been identified. Our technical teams are currently applying a fix to progressively restore the impacted money-in flows. We will keep you informed as soon as the situation is back to normal. Thank you for your patience.

3. 1 giugno 2026 alle ore 15:42 UTCresolved

   The incident impacting some money-in flows has now been resolved. A fix has been applied across all affected environments, and the flows are now working normally again. We will continue to monitor the situation. Thank you for your patience and understanding.

1. 21 aprile 2026 alle ore 16:03 UTCidentified

   Dear Partners, We are currently experiencing an issue affecting some QES tasks, caused by an incident at one of our third-party providers. At this time, QES tasks cannot be completed until the provider fully restores service. Our team is actively monitoring the situation and we will share another update as soon as more information becomes available. We apologize for the inconvenience and appreciate your patience. -- Nous rencontrons actuellement un incident impactant certaines tâches QES, en raison d’un problème chez l’un de nos fournisseurs tiers. À ce stade, les tâches QES ne peuvent pas être finalisées tant que le service du fournisseur n’est pas complètement rétabli. Nos équipes suivent la situation de près et nous partagerons une nouvelle mise à jour dès que nous aurons plus d’informations. Nous vous prions de nous excuser pour la gêne occasionnée et vous remercions pour votre patience.

2. 21 aprile 2026 alle ore 16:34 UTCmonitoring

   Our provider continues experiencing issues and is working on a fix.

3. 21 aprile 2026 alle ore 17:04 UTCmonitoring

   Our provider is slowly recovering, we expect some QES tasks to complete.

4. 21 aprile 2026 alle ore 17:13 UTCresolved

   QES is operational again.

1. 27 febbraio 2026 alle ore 08:08 UTCidentified

   We are currently facing a bank statement issue impacting our crediting processes. This issue is limited to clients holding a Barclays IT and DE account. As a result, you might experience a delay regarding : - Incoming transfers We are really sorry for the inconvenience it might cause.

2. 27 febbraio 2026 alle ore 11:15 UTCresolved

   This incident has been resolved.

1. 20 febbraio 2026 alle ore 09:57 UTCidentified

   We are currently facing a bank statement issue impacting our crediting processes. This issue is limited to clients holding a Barclays IT and DE account and concerns the bank statements dated 18/02. As a result, you might experience a delay regarding : - Incoming transfers We are really sorry for the inconvenience it might cause.

2. 20 febbraio 2026 alle ore 16:10 UTCmonitoring

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

3. 20 febbraio 2026 alle ore 16:49 UTCresolved

   This incident has been resolved.

1. 29 gennaio 2026 alle ore 07:56 UTCidentified

   We are currently facing a bank statement issue impacting our crediting processes. As a result, you might experience a delay regarding : - Incoming transfers - SDD - Checks - Chargebacks We are really sorry for the inconvenience it might cause.

2. 29 gennaio 2026 alle ore 08:04 UTCmonitoring

   The analysis has allowed us to identify the root cause of the incident. Corrective actions are currently being implemented.

3. 29 gennaio 2026 alle ore 08:21 UTCresolved

   This incident has been resolved.

1. 28 gennaio 2026 alle ore 08:43 UTCidentified

   We are currently facing a bank statement issue impacting our crediting processes for Italian Bank Accounts As a result, you might experience a delay regarding : - Incoming transfers We are really sorry for the inconvenience it might cause.

2. 28 gennaio 2026 alle ore 10:46 UTCresolved

   This incident has been resolved.

1. 16 gennaio 2026 alle ore 11:32 UTCinvestigating

   Dear customers, Since yesterday evening, we've been facing an outage with our Oauth component in the Payment Sandbox. We have been investigating the issue since this morning. Once we find the solution, we will make sure the problem does not happen in production. Thank you for your patience, Lemonway's Production Team.

2. 16 gennaio 2026 alle ore 12:44 UTCmonitoring

   Dear customers, The incident's root cause has been identified and remediated at 13h09. Oauth in the payment sandbox is functional again. We have already made sure this would not happen in production but regardless, we will be carefully monitoring Oauth in sandbox & production in the coming days & weeks to insure the component remains stable. Thank you for your patience, Lemonway's Production Team.

3. 17 gennaio 2026 alle ore 08:05 UTCresolved

   This incident has been resolved.

1. 13 gennaio 2026 alle ore 23:25 UTCresolved

   Dear customers, Following the incident we had at the end of November 2025, our integrator conducted a maintenance tonight at 23h (Paris time) to remediate one the final issues we had internally. This maintenance was supposed to be straight forward but unfortunately, there were some complications. For approximately 1 hour, transactions may or may have not been interrupted but the situation is now resolved. We offer our sincere apologies for the inconvenience. Lemonway's Production team.

1. 10 dicembre 2025 alle ore 07:58 UTCinvestigating

   We are currently facing a technical incident affecting our crediting operations. As a result, the availability of funds on incoming transfers may be delayed. Our teams are actively working on resolving the situation.

2. 10 dicembre 2025 alle ore 08:43 UTCinvestigating

   We are currently facing a bank statement issue impacting our crediting processes. As a result, you might experience a delay regarding : - Incoming transfers - SDD - Checks - Chargebacks We are really sorry for the inconvenience it might cause.

3. 10 dicembre 2025 alle ore 11:40 UTCidentified

   We are currently facing a bank statement issue impacting our crediting processes. As a result, you might experience a delay regarding : - Incoming transfers - SDD - Checks - Chargebacks We are really sorry for the inconvenience it might cause.

4. 10 dicembre 2025 alle ore 12:55 UTCidentified

   The automated reconciliation of incoming transfers, incoming Direct Debit, Cheques, Chargeback is now finalized. The manual treatments are now on going. Incoming bank transfers sent to Barclays banks (UK, Germany and Italy) are still not processed. We are currently working on an fix to include Barclays treatment (missing yesterday's and today's operations). We are really sorry for the inconvenience and we'll inform once the issue is solved

5. 11 dicembre 2025 alle ore 12:18 UTCresolved

   The incident is now resolved, and manual processing for transfers received on Barclays’ bank account is ongoing. We are really sorry for the inconvenience.

1. 5 dicembre 2025 alle ore 09:11 UTCidentified

   Dear Partner, We are currently experiencing widespread connectivity issues affecting several third-party services, including our ticketing system. This outage originates from a major incident impacting Cloudflare, which is preventing us from accessing essential tools used to handle support tickets. As a result, our ability to process and respond to customer requests is temporarily limited. We are closely monitoring the situation and will restore full service as soon as Cloudflare resolves the underlying issue. Thank you for your patience and understanding.

2. 5 dicembre 2025 alle ore 10:41 UTCidentified

   We are continuing to work on a fix for this issue.

3. 5 dicembre 2025 alle ore 10:42 UTCresolved

   This incident has been resolved.

1. 25 novembre 2025 alle ore 22:11 UTCinvestigating

   Dear customers, We are currently facing an incident with one of our network components on our Payment production platform. The issue has been raised with our integrator and is currently being investigated. During this time, you may encounter issues to process payments and access your Dashboard. We apologize for this major inconvenience and will do our best to get everything back in order as soon as we can. Thank you, Lemonway's Production team.

2. 26 novembre 2025 alle ore 02:34 UTCidentified

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

3. 26 novembre 2025 alle ore 02:57 UTCmonitoring

   Dear customers, The issue has been identified by our integrator and is being investigated. In the meantime, our services are back and we will keep a close eye on our monitoring. Thank you, Lemonway's Production Team.

4. 26 novembre 2025 alle ore 11:05 UTCresolved

   Dear customers, We have finally identified the root cause of the incident. The situation is stable again. Thank you for your patience & udnerstanding. Lemonway's Production Team.

5. 18 dicembre 2025 alle ore 18:58 UTCpostmortem

   Dear customers, here is the complete postmortem & timeline of the incident we had on November 25th & 26th : * **Incident Summary**: Multiple Network incidents on Payment Platform \(November 25-26, 2025\) * **Duration**: 19 hours \(from November 25, 2025 4:37 PM to November 26, 2025 11:37 AM\) * **Severity**: Critical * **Impact**: All endpoints behind Netscaler on the Payment Platform were disrupted or slowed down * **Teams Involved**: Lemonway Platform, Lemonway Pay Squad, Lemonway Comply Squad, NTT and Citrix. **Summary**: Network equipment outage on payment platform caused 19 hours \(Nov 25 4h37 pm – Nov 26 11h20\) of disruptions, impacting all payment platform endpoints due to CPU overload. Root cause was identified; a change on Compliance platform triggered mass retries and flooded network equipment \(Netscaler\) on payment platform. **Timeline**: * **November 25th** * **16h37 \(4:37pm\)** : * First alerts from our monitoring indicating a service degradation, the investigations start. * **17h15 \(5:15pm\)** : * Services are partially down, the investigations continue with our integrator. * **20h15 \(8:15pm\)** : * Following several remediations, services are restored * **22h20 \(10:20pm\)** : * Following unforeseen circumstances, services are degraded/unavailable again, the on-call engineer resumed the investigations with our integrator until 3am * **3h50 \(3:50am\)** : * Services are finally restored in degraded mode until the root cause can finally be identified. * **11h37 \(11:37am\)**: * The incident’s root cause is finally identified and remediated immediately. Network services are back in optimal conditions. **Resolution process**: The incident was resolved by a capacity upgrade to contain the traffic overload, to allow the resuming of the payments process and identify the root cause. Once the cause of the change had been identified, a rollback was performed to return to a normal situation.

1. 25 novembre 2025 alle ore 16:00 UTCinvestigating

   Dear customers, We are currently facing an incident with one of our network components on our Payment production platform. The issue has been raised with our integrator and is currently being investigated. During this time, you may encounter issues to process payments and access your Dashboard. We apologize for this major inconvenience and will do our best to get everything back in order as soon as we can. Thank you, Lemonway's Production team.

2. 25 novembre 2025 alle ore 16:22 UTCmonitoring

   Dear customers, The issue has been identified by our integrator and is being investigated. In the meantime, our services are back and we will keep a close eye on our monitoring. Thank you, Lemonway's Production Team.

3. 25 novembre 2025 alle ore 19:07 UTCidentified

   Dear Customers, The issue is still ongoing on some payments. They are initiated but never redirected/finalized. The root cause has been found and the teams are working on a resolution. We apologize for the inconvenience. Lemonway's Production team.

4. 25 novembre 2025 alle ore 19:22 UTCresolved

   Dear Customers, Payments are back and operational. We sincerely apologize for the inconvenience. Lemonway's Production Team

1. 18 novembre 2025 alle ore 12:03 UTCidentified

   Dear customers, Our DNS provider is suffering from instabilities on their end, which is in turn provoking some instabilities on our production and sandbox environments. In production and sandbox, the products concerned are : - Webkit - Oauth - Online onboarding Symptoms observed : the products listed above become randomly unavailable for a short duration. Unfortunately, we cannot do much about this until the issue is resolved on our provider side. Rest assured we will keep updating you through this incident when we know more. We apologize for the inconvenience, Lemonway's production team.

2. 18 novembre 2025 alle ore 14:55 UTCmonitoring

   Dear customers, Thank you for your patience. Our DNS provider has just announced the implementation of a fix and is now closely monitoring the situation. From our perspective, the situation has been stable for 2 hours, we will keep closely monitoring our platforms for any new issue. Thank you, Lemonway's Production Team.

3. 18 novembre 2025 alle ore 19:20 UTCresolved

   Dear customers, The sandbox & production platforms have been stable since our last update. The incident is now closed. Thank you, Lemonway's Production Team.

1. 16 settembre 2025 alle ore 09:59 UTCidentified

   We are currently experiencing increased latency in the sandbox environment. Our technical team is actively investigating and working on a resolution. Thank you for your patience.

2. 17 settembre 2025 alle ore 05:58 UTCresolved

   The latency on Sandbox impacting Online Onboarding has been resolved since 11:15pm on 16/09/25. We sincerely apologize for the inconvenience. Thank you for your patience.