Outage in iQmetrix

Payment Partial Disruption - Unable to Initialize after 'Declined' Response

Resolved Major
April 08, 2025 - Started 2 months ago - Lasted about 4 hours
Official incident page

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Outage Details

We have reports from some client of payments throwing a 'Declined' response and then failing device initialization after. Our Incident Management Team has been engaged and is currently investigating. More updates to follow.
Components affected
iQmetrix Integrated Payments
Latest Updates ( sorted recent to last )
RESOLVED 2 months ago - at 04/08/2025 11:14PM

The issue involving Payment Processing has now been resolved.

F5 added 2 new IPs to one of the regions iQmetrix uses, today they had maintenance in the region and they moved to using the new IPs.
Given that we had not allowlisted them our PCI environment started rejecting the calls with a 403 error message causing the issue.

All systems have returned to normal. If you are still experiencing issues, please reach out and engage our Support Team.

INVESTIGATING 2 months ago - at 04/08/2025 10:16PM

Our team is continuing to investigate and gather data related to the ongoing incident. Mitigation steps so far have had limited success. More updates will follow.

INVESTIGATING 2 months ago - at 04/08/2025 08:46PM

Our team is continuing to investigate and gather data related to the ongoing incident. Mitigation steps so far have had limited success. More updates will follow.

INVESTIGATING 2 months ago - at 04/08/2025 08:01PM

Our team is currently implementing mitigation procedures and continuing to investigate the source of the issue. More updates to follow.

INVESTIGATING 2 months ago - at 04/08/2025 07:45PM

We have reports from some client of payments throwing a 'Declined' response and then failing device initialization after. Our Incident Management Team has been engaged and is currently investigating. More updates to follow.

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