Payment and Transaction issues

All systems have been operational since approximately 11:00 UTC.

For Spektrix Payments users:
You may still see issues trying to refund payments processed between 09:40-11:00 UTC. If required you can refund these payments directly in Adyen Essentials.
We are working on ensuring all funds are settled into your account by your expected settlement date for today's transactions. We are also continuing to investigate a fix to allow you to directly refund payments that were processed in this time.

If there are any delays or changes to this expected timeframe we will update you accordingly.

All transactions are continuing to process successfully since approx. 11:00 UTC.

For all users:
We've now cleared all transactions that had been left open between 09:40-11:00am. Any with pending payments will still need to be checked before confirming or deleting as usual.

For Spektrix Payments users:
We are continuing to work on clearing confirmed transactions for settlement where funds are still ringfenced within customers' bank accounts. We'll update further when this work is completed.

As part of the issues today, you may see error pages when attempting to refund payments made during the affected times above. We are investigating a fix for this to allow you to process these payments as integrated refunds. However our priority is still to ensure confirmed payments are settled, meaning it may not be until early next week that this issue is also resolved.

If you are a Spektrix Payments user, and processed a payment between 09:40-11:00 UTC that you urgently need to refund, you can do this directly within the Adyen Essentials portal. You can then use a custom refund method in Spektrix to balance and close the transaction. If you are unable to access the Refunds tab for those transactions, you may only be able to do this last step once we have resolved the underlying issue. Please contact us via our usual support channels if you need any assistance with this process.

Otherwise, you should be able to refund those payments directly in Spektrix from early next week.

Additionally, you may see payments and refunds with incomplete looking card information in Spektrix during the above timeframe. This is a display issue only and doesn't impact on the status of the payment itself.

We'll continue to update here as we work on the issues with settlement of confirmed transactions.

We've been able to resolve issues affecting open transactions and card payments using Adyen/Spektrix Payments going forward. You can now process payments on all channels without issue.

For all users:
It's likely that you can still see a large list of open transactions, some with pending payments within them. We're looking at possibilities to clear existing open transactions and if no payment is present, these should clear in due course. If a pending payment is present on an open transaction, then these will need verifying with your payment service provider.

For Spektrix Payments users:
As well as the above, there are likely to be some payments listed as confirmed in both Spektrix and Adyen, where the funds haven't been officially settled. These will exist as pending payments within the end-customer's bank account. We're currently identifying a solution for these funds to be pushed for settlement automatically. Our priority is to ensure all funds for confirmed payments are settled and have fully left customers' bank accounts today, and we will communicate timeframes in more detail throughout the afternoon.

We're continuing to investigate the problems with card payments and transactions.

For all users: We've identified the issue with open transactions and are in the process of resolving this now. You should see transactions without active payment start to time out.

For Spektrix Payments users: You are likely to see some "ambiguous authorisations" for both chip and pin and some online transactions, where there are pending card payments within your open transactions list. Please make a note of the TX code when opening a transaction and check this against Adyen to ensure the payment has confirmed or not and take appropriate action.
Taking payments as MOTO using the long number of the card should be unaffected. If you need to take any payments from customers who are struggling, take a card payment as a MOTO/phone payment and this will be much more likely to go through.

We're working through identifying the root cause and fix for the Spektrix Payments issues now and will update again shortly.

We're investigating different errors around payments and transactions.

For Spektrix Payments users only - chip and pin payments and payments with stored cards are currently not working. Attempts to store a card will show an "available soon" message

For all users - Open Transactions will not be timing out automatically.

We'll update further when we have more information and worked towards a fix for these issues.