Duration: 2 hours and 25 minutes

Affected Components: SFTP

Dec 8, 17:30:40 GMT+0
Investigating - We are currently investigating this incident..

Dec 8, 18:39:37 GMT+0
Identified - We are continuing to work on a fix for this incident..

Dec 8, 19:39:51 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Dec 8, 19:56:05 GMT+0
Resolved - This incident has been resolved, a full RCA will be made available via Customer Success manager..

Duration: 1 day, 21 hours and 7 minutes

Affected Components: Enterprise API, Recovery Advisor API, Engaged Recovery API, Client Portal

Oct 21, 16:05:00 GMT+0
Investigating - We are currently investigating this incident..

Oct 21, 16:15:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Oct 21, 16:45:00 GMT+0
Monitoring - A full incident report has been prepared and will be made available upon request..

Oct 23, 13:12:06 GMT+0
Resolved - This incident has been resolved. **What happened:** On October 21 2025, we released a system update for the service that powers both the client portal and payment API. During the update, one of the system files failed to load correctly, causing parts of the platform to stop working. Between **11:55 AM and 12:09 PM**, portions of the transaction API and client portal were intermittently unavailable before the platform went **_fully offline_**. The FlexPay team detected the issue at **12:01 PM**, investigated, and rolled back to the previous version. By **12:11 PM**, all services were fully restored. **Why it happened:** The issue occurred during deployment when the pre-production environment was promoted to production. The application began initializing before all system dependencies were fully available, resulting in a file-loading failure that prevented the platform from starting correctly. **What we’re doing to prevent it:** We’ve added additional warm-up and validation steps to the deployment pipeline to ensure all files and dependencies load properly before promotion. FlexPay’s roadmap includes a migration to more resilient infrastructure to further reduce the risk of similar downtime in the future..

Duration: 9 days, 20 hours and 21 minutes

Affected Components: Enterprise API, Recovery Advisor API, Gateway Management API, Response Code API, Batch API

Feb 25, 20:04:00 GMT+0
Resolved - This incident has been resolved. An automated update process was triggered on one of our production Kubernetes clusters, leading to a temporary service disruption. This occurred due to an update management setting that allowed the update to proceed outside of our planned maintenance windows. During this period, critical services experienced a brief downtime, affecting transaction processing..

Feb 25, 19:51:00 GMT+0
Investigating - We are currently investigating this incident..

Duration: 3 hours and 5 minutes

Affected Components: Enterprise API, Recovery Advisor API, Engaged Recovery API, Gateway Management API, Response Code API

Nov 26, 21:00:00 GMT+0
Identified - We are continuing to work on a fix for this incident..

Nov 26, 23:53:47 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Nov 27, 00:05:11 GMT+0
Resolved - This incident has been resolved..

Duration: 1 day and 2 hours

Affected Components: Batch API

Aug 21, 14:18:00 GMT+0
Identified - We are continuing to work on a fix for this incident..

Aug 22, 16:18:00 GMT+0
Resolved - This incident has been resolved..

Duration: 19 hours and 57 minutes

Affected Components: Engaged Recovery API

Jul 24, 14:59:13 GMT+0
Identified - Resolution is underway..

Jul 24, 18:10:43 GMT+0
Resolved - This incident has been resolved..

Jul 23, 22:14:00 GMT+0
Investigating - We are currently investigating this incident..