Clearhaus の障害履歴

1. 2026年10月14日 8:55 UTCinvestigating

   2026-10-14 07:15 CESTは、ビザのクレジットおよびデビット取引(Visa Direct OCTおよびAFT、/creditsおよび/debitsエンドポイント経由で送信された)に対する拒絶反応率の増加を見てきました。 ビザのクレジットカードやビザのデビットカードだけでなく、これらの取引タイプは問題ありません。 残念ながら、昨日に起きたとおり、ビザとのコミュニケーションは絶え間なく、問題を完全に解決しようとしています。 Mastercardのすべての取引と同様に、通常のビザの承認、キャプチャ、返金、および無効は影響を受けません。 弊社では、アップストリームプロバイダーと連携して調査を行い、より詳しく知ったときにアップデートを投稿します.

2. 2026年10月14日 10:38 UTCmonitoring

   Hotfix は 12:03 CEST でデプロイされ、影響を受けたサービスは正常に実行されます。 問題が解決されたことを確認したら、状況を監視し、更新を投稿します.

3. 2026年10月16日 8:08 UTCresolved

   2026-10-14 14:09 CEST で安定した修正を実装し、モニタリングを行い、成功を確認しました。 ビザはビザ側の根本的な原因を把握するためにビザと通信していますが、この事件の影響が少ないため、ここで解決すると考えられます。 事件期間中の期間 07:15–12:03 CEST, ビザクレジットまたはデビットの86 %は、ステータスコードを受け取りました 50000. 影響を受けた商人は、ステータスコード50000とステータスメッセージの「ステータス不明」を受け取った影響を受けた取引の実際の状態を明らかにするために、当社からの直接通信を受け取ります.

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1. 2026年10月13日 19:15 UTCresolved

   18:18 と 18:53 UTC の間、データベースの不足による Merchant API で決済データが利用できなくなった。 ゲートウェイトランザクション処理は、いかなる点でも影響を受けません。 不便をおかけいたしますが、.

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1. 2026年10月13日 9:33 UTCinvestigating

   2026-10-13 08:16 CEST は、ビザクレジットおよびデビット取引(Visa Direct OCT および AFT は、/credits および /debits エンドポイント経由で送信された)の却下率が増加しました。 ビザのクレジットカードやビザのデビットカードだけでなく、これらの取引タイプは問題ありません。 Mastercardの全ての取引と同様に、通常のビザの承認、キャプチャ、返金および無効は影響を受けません。 弊社では、アップストリームプロバイダーと連携して調査を行い、より詳しく知ったときにアップデートを投稿します.

2. 2026年10月13日 11:06 UTCmonitoring

   2026-10-13 12:30 CEST、Visa Direct OCT および AFT は、/credits および /debits エンドポイント経由で送信)、デビットの払い戻しを含む通常の処理として機能しています。 状況を監視しています.

3. 2026年10月13日 13:10 UTCresolved

   状況を監視し、エラー率が正常化されていることを確認します。 終了いたしました.

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1. 2026年10月9日 7:20 UTCinvestigating

   2026-10-09T02:00Z では、認可および無効(およびMastercard のデビットおよびデビット返金)のために、上流プロバイダに対する断続的な接続の問題を経験しています。 自動フェイルオーバーと回復は衝撃を非常に緩和していますが、我々は2026-10-09T02:00Z〜2026-10-09T07:00Z間の0.75%の誤差率を観察しました。 弊社は、当社の上流プロバイダーに調査・リーチし、解決します。 返金とビザのデビットとデビット返金のキャプチャとキャプチャは影響しません.

2. 2026年10月9日 8:26 UTCmonitoring

   06:36Z 以降、上流プロバイダーのセカンダリ・データセンターにすべてのトラフィックをロックしました。これにより、~0.04 % のエラー率が下回りました。 07:42Zでは、問題が上流プロバイダーによって解決されたことを通知しました。 07:53Zでは、主要なデータセンターにトラフィックを振り返り、さらにエラーがなかったためです.

3. 2026年10月9日 9:37 UTCresolved

   当社は、この事件を06.36Z以降に誤りが認められず、問題が解決されると確認されているため、この事件を閉鎖しています。 2026-10-09T04:01Z と 2026-10-09T06:35Z の間の平均故障率は 1 .14 % で、ピークエラー率は 31 % 以内に観察されました。 また、2026-10-08T22:32Z – 2026-10-08T22:41Z の誤差の最小コレクションも観察しました。 影響を受けたトランザクションタイプを修正! 正規化、無効化、返金とMastercardのクレジットの影響を受けました。 トランザクションタイプ(キャプチャ、デビット、デビット返金、ビザクレジット)の残りは影響しません.

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1. 2026年9月10日 14:47 UTCresolved

   2026-08-27T00:30:35Zと2026-08-27T00:48:01Zの間に、すべてのビザの承認はステータスコード40400で失敗し、「バックエンドの問題」。 すでに2026-08-27T00:25Zを開始していないビザの取引が少ない。 Mastercardは、全てのキャプチャ、返金、無効化、およびクレジットの承認を受けています。 2026-08-27T00:48:01Z 以降、さらに接続エラーが見つかりません。 失敗した承認は請求されず、取得することができます。 私たちは、根本原因を判断し、将来の同様の問題を防ぐため、当社の上流プロバイダーと協力しています.

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1. 2026年8月11日 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. 2026年8月11日 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. 2026年8月12日 3:32 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. 2026年8月7日 8:33 UTCresolved

   2026-08-06 に 13:00 と 16:56 UTC, すべての Google Pay トランザクションは、ステータスコード 40000 で失敗しました, 「Google Pay 入力エラー, 中間キーの有効な署名なし. Apple Payや正規のカード取引を含む他の支払い方法は影響を受けません。 今後の回帰を防止するために、この領域で警告を改善しています.

2. 2026年9月1日 9:42 UTCpostmortem

   ### 何が起こったのか? 設定変更により、Google Payトランザクションが失敗しました。 変更は環境間の構成の矛盾をきれいにするためになされました。 Google Payは、これらの設定の1つに暗黙の依存性を持っていた。 トラフィックを新しいデプロイに移行する前に、自動テストトランザクションを常に実行します。 しかしながら、Google Payは自動テストではなく、必要に応じてのみ、複雑な決済方法であり、自動化が困難であるためです。 このデプロイメントには、Google Payへの変更が含まれていなかったため、Google Payをテストするために追加の努力は行いません。 ### なぜそれを検出するために遅くしたのですか? Google Payは他の決済方法よりもトラフィックが著しく少ないため、警告のしきい値の下、問題に気づくと遅くなります。 ##予防行動 ※ 上記は、類似の暗黙の依存関係の残りの構成を見直し、どれも見つかりました。 ※ アラートをアップしました。(下記参照) ##### アラートの改善 トラフィックの小数に影響を及ぼす障害をキャッチするために警告を改善しました。 偽陽性の重要な数を避けるために、私たちは徹底した分析を行い、そのエラーが個々の商人アカウントや個々の発行者にのみ起こることを確認し、高度なアラートを作成しました。 これにより、Google Payなどの小規模なものでも、トランザクションタイプごとに通知することができます。 これらの新しいアラートを所定の場所に配置して、最大15分で、停電に警告しました.

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1. 2026年7月6日 12:17 UTCinvestigating

   現在、課題を調査中です。 ゲートウェイトランザクション処理は影響しません.

2. 2026年7月6日 12:54 UTCmonitoring

   Merchant API で再び利用可能なトランザクション この問題は解決しました。 Merchant API でトランザクションが利用でき、サービスは通常どおり動作します。 ゲートウェイトランザクション処理は、いかなる点でも影響を受けません。 不便をおかけいたしますが、.

3. 2026年7月6日 13:02 UTCresolved

   この事件は解決しました.

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1. 2026年2月4日 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. 2025年12月22日 8:55 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. 2025年12月22日 9:45 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. 2025年12月22日 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. 2025年4月25日 7:15 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. 2025年3月3日 9:28 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. 2024年11月20日 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. 2024年10月31日 4:09 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. 2024年11月8日 9:16 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. 2024年10月4日 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. 2024年9月12日 4:42 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. 2024年9月12日 5:05 UTCinvestigating

   Our upstream provider has confirmed and is aware of a connectivity issue. Currently almost all authorizations, voids and Mastercard credits are impacted.

3. 2024年9月12日 6:34 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. 2024年9月12日 8:41 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. 2024年9月12日 9:06 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. 2024年9月12日 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. 2024年9月12日 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. 2024年9月12日 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. 2024年9月12日 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. 2024年10月2日 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. 2024年8月30日 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. 2024年8月30日 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. 2024年9月2日 8:18 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. 2024年8月2日 7:11 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. 2024年8月2日 7:27 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. 2024年8月2日 8:45 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. 2024年8月2日 9:21 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. 2024年8月2日 9:21 UTCresolved

   This incident has been resolved.

1. 2024年4月25日 11:03 UTCinvestigating

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

2. 2024年4月25日 11:52 UTCmonitoring

   The issue started 2024-04-25T10:35:00Z and ended 2024-04-25T11:48:00Z when we applied a hotfix.

3. 2024年4月25日 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. 2024年4月25日 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. 2024年4月26日 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. 2024年1月12日 9:57 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. 2024年1月15日 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.