Support Center Access Issues

The issue affecting the Support Center Access has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.

Reported Start Time: 12:00 GMT on 03/20/2023
Reported End Time: 20:05 GMT on 03/20/2023

Impact: The issue has been fully resolved. Partners and merchants are now able to access specific articles and their user support cases in the Support Center as expected.

Next Update: No further updates, issue resolved.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: INC15654317

A fix has been implemented and we are monitoring closely to ensure the issue is resolved.

Impact: The issue has been mitigated and partners and merchants are now able to access specific articles and their user support cases in the Support Center as expected.

Reported Start Time: 12:00 GMT on 03/20/2023
Reported End Time: 20:48 GMT on 03/20/2023

Next Update: As current status changes.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: INC15654317

The Support Center Access issues for specific articles and user support cases is still under investigation. Mitigation and resolution steps are being attempted.

The issue is only affecting Support Center Access. Portal Business Center Access is not affected.

Reported Start Time: 12:00GMT on 03/20/2023

Next Update: When status changes

We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: INC15654317

Cybersource is aware of an issue that is currently affecting a number of partners and merchants accessing the Support Center.

We are investigating the cause and working urgently to resolve the issue.

Impact: Users may experience issues when reviewing specific articles or their raised support cases. The following error may be returned: https://ebc2.cybersource.com/ebc2/app/undefined
{"responseCode":401,"rsponseMsg":"csrAuthenticationFailure:}

Reported Start Time: 12:00GMT on 03/20/2023

Next Update: Within 60 minutes

We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: INC15654317