Clearhaus Status

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.

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.

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.

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.

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.

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.

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.

## 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.

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.

This incident has been resolved.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

Maintenance completed successfully.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.