Outage in AdvancedMD

Error Processing Credit Cards

Resolved Minor
May 02, 2025 - Started about 18 hours ago - Lasted about 7 hours
Official incident page

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Outage Details

We are investigating an issue where users are experiencing a "Payment Failed Error" when processing credit card payments. Our technical teams are actively working to resolve the problem. Incident Managers will provide updates on the Status Page as more information becomes available.
Latest Updates ( sorted recent to last )
RESOLVED about 11 hours ago - at 05/03/2025 12:45AM

This incident has been resolved.

IDENTIFIED about 15 hours ago - at 05/02/2025 08:56PM

We are continuing to work closely with our third-party credit card partner to resolve the payment processing issue. We appreciate your patience and will provide further updates as soon as they become available.

IDENTIFIED about 16 hours ago - at 05/02/2025 07:40PM

We have identified that the root cause of the issue is a change made by our third-party credit card partner. We are working with them to resolve this issue.

INVESTIGATING about 17 hours ago - at 05/02/2025 07:05PM

If you are encountering the 'Payment Failed' error, please try manually entering the credit card information directly into the patient portal as a workaround.

INVESTIGATING about 17 hours ago - at 05/02/2025 06:28PM

For Telehealth, if your patients are experiencing issues joining their Telehealth call due to a payment error, we recommend temporarily enabling the "Allow patient to skip payment before joining the call" setting.
This setting can be found under System Settings | Telehealth Settings.

Please instruct patients to refresh their webpage if they still encounter the error after the setting is updated.

INVESTIGATING about 17 hours ago - at 05/02/2025 06:15PM

Patient portal and telehealth payments may also be impacted by the credit card "Payment Failed Error."

INVESTIGATING about 18 hours ago - at 05/02/2025 06:09PM

We are investigating an issue where users are experiencing a "Payment Failed Error" when processing credit card payments. Our technical teams are actively working to resolve the problem. Incident Managers will provide updates on the Status Page as more information becomes available.

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