Pagero Online - Failed token refreshes for customers using legacy endpoints

The refresh token issue has been resolved. If you're still experiencing problems, please re-authenticate and obtain a new token pair.

We'll continue to monitor our systems, and if you encounter any further issues, please let us know.

We truly apologize for any inconvenience this has caused.

If you have any questions, please contact our Support team

We will continue to monitor our systems to ensure stability during the weekend.

We will give an update on Monday.

If you experience any further issues, please don't hesitate to reach out to us for assistance.

We've observed a reduction in errors related to the refresh token issue, but we will continue to closely monitor our systems to ensure stability.

If you experience any further issues, please don't hesitate to reach out to us for assistance.

We continue to monitor the refresh token issues, and we can confirm that the issue is contained.

We will provide further updates as soon as more information becomes available.

If you have further questions, please contact our Support team.

We are continuing to monitor for any further issues.

We are continuing to monitor the refresh token issues, and we are currently working closely with customers that reported having ongoing problems due to this situation.

We will provide further updates as soon as more information becomes available.

If you have any questions, please contact our Support team

After actively monitoring the failures related to the refresh token issues, we have observed a significant improvement following some system enhancements implemented yesterday.

If you are still facing problems that could be related to this scenario, please consider re-authenticating one more time to make sure that you are using a valid refresh token.

If you have any questions, please contact our Support team.

Background

Pagero is transitioning to a new authentication endpoint, as our old endpoints will be deprecated by June 2025. While most token migrations have been seamless, some customers encountered issues where migrated tokens were invalid. The ongoing incident was introduced by a deployment at 2025-01-30 at 15:21 CET which causes authentication failure when external systems connect to Pagero Online.

Impact on customers

The incident has impacted some of our customers’ ability to authenticate towards the platform and as a result, be able to report transaction to ZATCA via our platform as well as delivering the intended business transaction to their trading partner.

Ongoing work

To get the needed insight into the ongoing problem, we are conducting a comprehensive analysis of the authentication requests provided to Pagero Online by our integrators. This review will allow us to identify and rectify the current issue. Additionally, we have expanded our logging capabilities to provide more granular insights into issues related to authentication and token management. These enhanced logs enable us to analyse specific use cases and pinpoint the underlying causes of potential problems with greater precision.

We apologize for any inconvenience this may have caused and will keep you updated on the progress and resolution.

If you have any questions, please contact our Support team