Outage in emerchantpay

emerchantpay - ECP acquirer - Temporary issues in transaction processing with Mastercard only 05/11/2024

Resolved Major
November 05, 2024 - Started about 2 months ago - Lasted about 2 hours
Official incident page

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Outage Details

Dear customer, Note we have identified an issue related to transaction declines with an unknown reason related to Mastercard card brand only with the ECP acquirer. The issue seems to affect Mastercard transactions only partially, as most are passing successfully. Please rest assured that we have escalated to the ECP acquirer already and are working together with the highest priority on the matter to resolve it as soon as possible. We appreciate your understanding, and please accept our apologies for any inconvenience caused. Should you have any questions or require further assistance, please do not hesitate to contact our Tech Support team at tech-support@emerchantpay.com
Components affected
emerchantpay Genesis - API (PRODUCTION) emerchantpay Genesis - web payment form (PRODUCTION)
Latest Updates ( sorted recent to last )
RESOLVED about 2 months ago - at 11/05/2024 04:35PM

Dear Customer,

A hotfix resolving the Mastercard issue has been deployed successfully by the ECP acquirer, and thus the issue has been fully rectified.

If you experience any problems during payment processing, please don’t hesitate to contact our Tech Support team.

We’ll continue to monitor our systems closely and keep you informed as needed.

IDENTIFIED about 2 months ago - at 11/05/2024 03:05PM

Dear customer,
Note we have identified an issue related to transaction declines with an unknown reason related to Mastercard card brand only with the ECP acquirer. The issue seems to affect Mastercard transactions only partially, as most are passing successfully. Please rest assured that we have escalated to the ECP acquirer already and are working together with the highest priority on the matter to resolve it as soon as possible.

We appreciate your understanding, and please accept our apologies for any inconvenience caused.

Should you have any questions or require further assistance, please do not hesitate to contact our Tech Support team at tech-support@emerchantpay.com

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