Outage in PayTrace

Recurring Payments and Customer Receipt Issue

Resolved Major
June 01, 2023 - Started 11 months ago - Lasted about 2 hours
Official incident page

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Outage Details

We are currently investigating reports of 06/01/23 Recurring Payments/Custom Reports and Store and Forward payments, not processing. We are also looking into an issue where customer receipts are not being emailed out. We have our IT team looking into the issue and will update this page once we have more information.
Components affected
PayTrace Reports - Billing | Invoicing
Latest Updates ( sorted recent to last )
RESOLVED 11 months ago - at 06/01/2023 04:54PM

All Recurring Payments have been processed. We are fully back up and running with reporting, receipts, Store and Forward payments, and Recurring. You can now view the processed recurring payments in the Virtual Terminal. Customer receipts were emailed as well.

Thank you for your patience.

PayTrace

IDENTIFIED 11 months ago - at 06/01/2023 04:16PM

Our IT Team has fixed the issue impacting customer receipts. Receipts are being emailed successfully now. Please give time for the past receipts to reach their intended recipient as the email queue is playing a bit of catch-up.

We are now looking into the Recurring Payments and will have an update shortly.

Thank you for your patience.

PayTrace

INVESTIGATING 11 months ago - at 06/01/2023 02:45PM

We are continuing to investigate this issue.

INVESTIGATING 11 months ago - at 06/01/2023 02:44PM

We are continuing to investigate this issue.

INVESTIGATING 11 months ago - at 06/01/2023 02:43PM

We are currently investigating reports of 06/01/23 Recurring Payments/Custom Reports and Store and Forward payments, not processing. We are also looking into an issue where customer receipts are not being emailed out. We have our IT team looking into the issue and will update this page once we have more information.

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