Istoricul incidentelor Clearhaus

1. 14 octombrie 2026 la 08:55 UTCinvestigating

   Din 2026-10-14 07:15 CEST, am văzut o rată crescută de respingere a operaţiunilor de credit şi debit Visa (Visa Direct OCT şi AFT, trimise prin /credite şi /debits finals), inclusiv rambursări de debit. Aceasta privește numai aceste tipuri de tranzacții, nu carduri de credit Visa sau carduri de debit Visa. Din păcate, vedem aceeaşi problemă de bază ca ieri şi comunicăm constant cu Visa încercând să rezolvăm problema pe deplin. Autorizaţiile de viză regulate, capturile, rambursările şi golurile nu sunt afectate, la fel ca toate tranzacţiile cu Mastercard. Lucrăm cu furnizorul nostru din amonte pentru a investiga și va posta o actualizare atunci când știm mai multe.

2. 14 octombrie 2026 la 10:38 UTCmonitoring

   Un hotfix a fost desfășurat la 12:03 CEST, iar serviciul afectat funcționează normal din nou. Monitorizăm situaţia şi vom posta o actualizare după ce vom confirma că problema este rezolvată.

3. 16 octombrie 2026 la 08:08 UTCresolved

   Am implementat un fix stabil la 2026-10-14 14:09 CEST pe care l-am monitorizat şi confirmat că are succes. Suntem încă în comunicare cu Visa pentru a înțelege cauza principală de pe partea Visa, dar deoarece nu mai există niciun impact al acestui incident, acesta va fi considerat rezolvat. În timpul perioadei de incident 07:15 Comercianţii cu impact vor primi comunicare directă de la noi pentru a clarifica starea reală a tranzacţiilor cu impact care au primit codul de stare 50000 şi un mesaj de stare care indică starea necunoscută.

Traducere automată din actualizarea oficială a incidentului.

1. 13 octombrie 2026 la 19:15 UTCresolved

   Între 18:18 și 18:53 UTC, datele de decontare nu au fost disponibile în API Merchant din cauza unei întreruperi a bazei de date. Procesarea tranzacțiilor Gateway nu a fost afectată în niciun moment. Ne cerem scuze pentru neplăceri.

Traducere automată din actualizarea oficială a incidentului.

1. 13 octombrie 2026 la 09:33 UTCinvestigating

   Din 2026-10-13 08:16 CEST, am văzut o rată crescută de respingere a operaţiunilor de credit şi debit Visa (Visa Direct OCT şi AFT, trimise prin /credite şi /debits finals), inclusiv rambursări de debit. Aceasta privește numai aceste tipuri de tranzacții, nu carduri de credit Visa sau carduri de debit Visa. Autorizaţiile de viză regulate, capturile, rambursările şi golurile nu sunt afectate, la fel ca toate tranzacţiile Mastercard. Lucrăm cu furnizorul nostru din amonte pentru a investiga și va posta o actualizare atunci când știm mai multe.

2. 13 octombrie 2026 la 11:06 UTCmonitoring

   Din 2026-10-13 12:30 CEST, Visa Direct OCT și AFT, trimise prin /credite și /debits finals), inclusiv rambursările debitelor, a funcționat ca normal. Monitorizăm situaţia în caz că revine.

3. 13 octombrie 2026 la 13:10 UTCresolved

   Am monitorizat situaţia şi am confirmat că ratele de eroare s-au normalizat. Acest incident este acum închis.

Traducere automată din actualizarea oficială a incidentului.

1. 9 octombrie 2026 la 07:20 UTCinvestigating

   Începând cu 2026-10-09T02:00Z ne confruntăm cu probleme intermitente de conectivitate față de furnizorul nostru din amonte pentru autorizații și goluri (și debite Mastercard și rambursări de debit). Eșuarea automată și recuperarea reduc foarte mult impactul, dar am observat rate de eroare de 0,75% între 2026-10-09T02:00Z 2026-10-09T07:00Z. Investigăm și ajungem la furnizorul nostru din amonte pentru a rezolva. Capturi și capturi de restituiri și debite de vize și restituiri de debit nu sunt afectate.

2. 9 octombrie 2026 la 08:26 UTCmonitoring

   Din 06:36Z am blocat tot traficul la centrul nostru de date secundare furnizor de sus unde am văzut o rată de eroare mai mică de ~0.04 %. La 07:42Z am fost informaţi că problema a fost rezolvată de furnizorul nostru din amonte. Din 07:53Z am mutat traficul înapoi la centrul de date primar și nu au mai văzut erori.

3. 9 octombrie 2026 la 09:37 UTCresolved

   Închidem acest incident, deoarece nu s-au observat erori de la 06:36Z și deoarece problema este confirmată a fi rezolvată. O rată medie de eșec de 1,14 % a fost observată între 2026-10-09T04:01Z și 2026-10-09T06:35Z (de când a avut loc prima și ultima eroare) cu un indice de eroare de vârf într-un minut de 31 %. În plus, am observat, de asemenea, o mică colecție de erori 2026-10-08T22:32Z Corectarea tipurilor de tranzacții afectate! Au fost afectate autorizaţiile, golurile, rambursările de captură şi creditele Mastercard. Tipurile de tranzacții rămase (capturi, debite, rambursări de debit și credite Visa) nu au fost afectate.

Traducere automată din actualizarea oficială a incidentului.

1. 10 septembrie 2026 la 14:47 UTCresolved

   Intre 2026-08-27T00:30:35Z si 2026-08-27T00:48:01Z, toate autorizatiile Visa au esuat cu codul de stare 40400, "problema suportului." Câteva tranzacţii Visa au eşuat deja începând cu 2026-08-27T00:25:25Z. Autorizaţiile Mastercard împreună cu toate capturile, rambursările, golurile şi creditele nu au fost afectate. Nu am mai văzut erori de conectivitate din 2026-08-27T00:48:01Z. Autorizaţiile eşuate nu au fost încărcate şi pot fi recuperate. Lucrăm cu furnizorul nostru din amonte pentru a determina cauza fundamentală și pentru a preveni probleme similare în viitor.

Traducere automată din actualizarea oficială a incidentului.

1. 11 august 2026 la 13:24 UTCinvestigating

   Din 2026-08-07 00:00 CEST, am văzut o creștere în respingerea tranzacțiilor de credit de către Mastercard. Tranzacțiile de credit care utilizează euro ca monedă nu sunt afectate. Ne apropiem de furnizorul nostru din amonte și vom posta o altă actualizare odată ce vom avea mai multe informații. Autorizaţiile regulate şi toate celelalte tipuri de tranzacţii nu sunt afectate.

2. 11 august 2026 la 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 august 2026 la 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.

Traducere automată din actualizarea oficială a incidentului.

1. 7 august 2026 la 08:33 UTCresolved

   La 2026-08-06 între 13:00 și 16:56 UTC, toate tranzacțiile Google Pay au eșuat cu codul de stare 40000, "Google Pay eroare de intrare, nicio semnătură valabilă a cheii intermediare." Nu au fost afectate alte metode de plată, inclusiv tranzacțiile cu Apple Pay și cu cardul regulat. Ne îmbunătăţim atenţia în acest domeniu pentru a preveni regresiile viitoare.

2. 1 septembrie 2026 la 09:42 UTCpostmortem

   Ce s-a întâmplat? O schimbare de configurare a cauzat eșecul tranzacțiilor Google Pay. Schimbarea a fost făcută pentru a curăța neconcordanțele de configurare între medii. Google Pay a avut o dependenţă implicită de una dintre aceste configuraţii. Înainte de a muta traficul într-o nouă desfăşurare, întotdeauna facem tranzacţii automate de testare. Cu toate acestea, Google Pay nu este testat automat, ci numai pentru fiecare necesitate, deoarece este o metodă de plată congestionată și dificil de automatizat. Deoarece această implementare nu a inclus nicio modificare a Google Pay și nu era de așteptat să o afecteze, nu s-a depus niciun efort suplimentar pentru a testa Google Pay. De ce am fost lent pentru a detecta? Google Pay are un trafic semnificativ mai mic decât alte metode de plată, astfel încât atinge sub pragul nostru de alertă, și din acest motiv am fost lent pentru a observa problema. ### Preventive actions * Am analizat configuraţia rămasă pentru dependenţe implicite similare şi nu am găsit nimic. * Am îmbunătățit alertarea noastră \ (vezi mai jos\). Alertare îmbunătăţită Ne-am îmbunătăţit atenţionarea pentru a prinde eşecuri care afectează o mică parte din trafic. Pentru a evita un număr semnificativ de fals pozitive, am făcut o analiză aprofundată și backtesting pentru a crea alerte avansate care verifică pentru a confirma că erorile nu se întâmplă doar în conturile comerciale individuale sau pentru emitenți individuali. Acest lucru ne permite să fie alertat pe metoda de plată Cu aceste noi alerte în loc am fi fost alertați la pană în cel mult 15 minute.

Traducere automată din actualizarea oficială a incidentului.

1. 6 iulie 2026 la 12:17 UTCinvestigating

   În prezent investigăm problema. Procesarea tranzacțiilor Gateway nu este afectată.

2. 6 iulie 2026 la 12:54 UTCmonitoring

   Tranzacții disponibile din nou în Merchant API Această problemă a fost rezolvată. Tranzacțiile sunt acum disponibile în API Merchant și serviciul funcționează în mod normal. Procesarea tranzacțiilor Gateway nu a fost afectată în niciun moment. Ne cerem scuze pentru neplăceri.

3. 6 iulie 2026 la 13:02 UTCresolved

   Acest incident a fost rezolvat.

Traducere automată din actualizarea oficială a incidentului.

1. 4 februarie 2026 la 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 decembrie 2025 la 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 decembrie 2025 la 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 decembrie 2025 la 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 aprilie 2025 la 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 martie 2025 la 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 noiembrie 2024 la 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 octombrie 2024 la 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 noiembrie 2024 la 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 octombrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 septembrie 2024 la 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 octombrie 2024 la 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 august 2024 la 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 august 2024 la 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 septembrie 2024 la 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 august 2024 la 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 august 2024 la 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 august 2024 la 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 august 2024 la 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 august 2024 la 09:21 UTCresolved

   This incident has been resolved.

1. 25 aprilie 2024 la 11:03 UTCinvestigating

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

2. 25 aprilie 2024 la 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 aprilie 2024 la 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 aprilie 2024 la 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 aprilie 2024 la 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 ianuarie 2024 la 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 ianuarie 2024 la 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.