Notice of Degradation of Service - Production

As all IXOPAY products are now fully functional and stable in the Production Environment, and are pointing to our Primary region, we will close this incident and proceed with updating the Test Environment Incident.

Please keep in mind that you can continue to reach us:
•IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed.
•Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible.
•Status Updates:We'll continue to provide regular updates on the situation and any remaining
service stabilization efforts at status.tokenex.com

As we appreciate your patience and understanding, our teams are continuing efforts to stabilize our Test Environment's degraded performance. We'll continue to provide updates every two hours if any further information becomes available.

Here is how you can continue to reach us:
•IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed.
•Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible.
•Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

As our teams are continuing efforts to ensure stability within our platform, we are currently experiencing degraded performance within our Test Environment. We'll continue to provide updates if any further information becomes available.

Here is how you can continue to reach us:
•IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed.
•Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible.
•Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

All IXOPAY products are now fully functional. Our team is actively monitoring performance to ensure continued stability. We'll continue to provide updates if any further information becomes available.

Here is how you can continue to reach us:
•IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed.
•Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible.
•Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

We understand the inconvenience caused by the recent portal outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable.

Our IXOPAY EU Team will be taking over individual customer communications.
Please direct all inquiries to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com.

We are beginning to see products return to a stable state. We will continue to post updates as they become available. Our team is continuing to monitor.

We understand the inconvenience caused by the recent outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over on individual customer communications.

Please direct all inquires to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com.

Our teams are continuing efforts but still showing limited availability across all products. We will continue to post updates as they become available.

We understand the inconvenience caused by the recent portal outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over on individual customer communications.

Please direct all inquires to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com.

We can confirm we are impacted by the global ongoing incident related to Crowdstrike. Our teams are continuing efforts but still showing limited availability across all products. We will continue to post updates as they become available.

We understand the inconvenience caused by the recent portal outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over on individual customer communications.

Please direct all inquires to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com.

Our teams are continuing efforts but still showing limited availability across all products. We will continue to post updates as they become available.

Our teams are continuing efforts to stabilize our platform. We will provide updates as products appear stable. We appreciate your patience.

Our teams are continuing efforts to stabilize our platform. We will provide updates as products appear stable.

We are beginning to see service return to all products, however service may be degraded. Our teams are continuing to ensure our platform is stable.

We are seeing service restore for MFT (batch) processing against our Secondary region -

MFT (batch)
Primary - 52.143.247.25
Secondary - 40.74.206.57
Port - 22

Our teams are still working on bringing our systems back online. We'll continue to provide updates as they become available. We appreciate your understanding.

We believe a vendor supplied patch is causing issues on all webservers that handle traffic. Our team is working on uninstalling the impacted software but are having difficulties doing this. Our efforts are continuing to bringing our platform to a stable place. We will provide updates as they become available.

Our cloud provider is having issues with automatic restarts which hindered our progress in stabilizing our platform. Our team is working on getting services back up as quickly as possible. We'll post updates as products return to service.

We're aware of stability issues currently occurring. Our team is working to stabilize our platform. We'll continue to provide updates as they become available.

We are observing the following successful requests:

Transparent Gateway v1
Transparent Gateway v2
APIv1
APIV2
Iframe
Payment Services v1
Payment Services v2
Fraud Services

MFT (batch) - Success/failure emails may not be working currently, but file processing is operational. Please note MFT is running out of our DR location and some 3rd parties may not have our secondary IP whitelisted. Our team is working on shifting this back to main region currently.

Portal is still being worked by our team. We are monitoring for any outliers and will begin to address when our core services are back up.

Our teams are working continuously on this issue.

We are observing the following successful requests:

Transparent Gateway v1
Transparent Gateway v2
APIv1
APIV2
MFT (batch) - Success/failure emails may not be working currently, but file processing is operational

Iframe and Payment services v1 and v2, and Portal are still being worked by our team.

Our teams are working continuously on this issue.

Our teams are actively working on rolling back to our main region. We will continue to provide updates as efforts continue.

Our teams are continuing efforts bringing products as soon as possible. We will post updates as more products become available.

Currently stable -
MFT (batch) is stable in DR scenario currently.
Please utilize batch.tokenex.com or 40.74.206.57 to connect.

Transparent Gateway v2 is stable in DR scenario currently.
Please utilize tgapi.tokenex.com or 40.74.206.61 to connect.

- We are aware of Transparent Gateway v2 /Hash possibly having issues - this will be prioritized accordingly. Our main focus remains on returning functionality to core products.

Our teams are continuing efforts -

MFT (batch) is stable in DR scenario currently.
Please utilize batch.tokenex.com or 40.74.206.57 to connect.

Transparent Gateway v2 is stable in DR scenario currently.
Please utilize tgapi.tokenex.com or 40.74.206.61 to connect.

Our cloud provider reported an outage in our active region. The decision was made to failover to our DR sites. Unfortunately, our disaster recovery plan utilizing multi-region configurations with our cloud provider is also currently unavailable. Our team is continuously working through products to regain functionality. We will continue to provide updates regularly.

MFT (batch) is stable in DR scenario currently.

We are continuing efforts on the DR pivot. The previously mentioned secondary IPs were an incomplete list. If you utilize IPs to connect with us - please switch to the secondary IPs provided below:

API api.tokenex.com
Primary - 52.143.247.23
Secondary - 40.74.206.55
Port - 443
Direction - Inbound


HTP (iFrame) htp.tokenex.com
Primary - 52.143.247.24
Secondary - 40.74.206.56
Port - 443
Direction - Inbound


MFT(batch/sftp) batch.tokenex.com
Primary - 52.143.247.25
Secondary - 40.74.206.57
Port - 22
Direction - Inbound


TGAPI tgapi.tokenex.com
Primary - 52.143.247.27
Secondary - 40.74.206.61
Port - 443
Direction - Inbound


Payment Services paymentservices.tokenex.com
Primary - 52.143.247.29
Secondary - 40.74.206.62
Port - 443
Direction - Inbound


Fraud Services fraudservices.tokenex.com
Primary - 52.143.247.30
Secondary - 40.74.206.63
Port - 443
Direction - Inbound

* If you are using a hostname (e.g., api.tokenex.com) to connect to our services then no changes are necessary.*

These products are still down as we work on pivoting to DR. We will provide updates here as products become available.

Our DR pivot efforts are continuing. We understand the impact and are working continuously to resolve the situation. We will continue to post updates regularly.

Our DR pivot is still underway. If you are using a hostname (e.g., api.tokenex.com) to connect to our services then no changes are necessary. If you connect with an IP address, then the secondary IP address will need to be used. We will continue to provide updates regularly.

Production

API
Primary - 52.143.247.23
Secondary - 40.74.206.55
Port - 443

HTP (iFrame)
Primary - 52.143.247.24
Secondary - 40.74.206.56
Port - 443

MFT (batch)
Primary - 52.143.247.25
Secondary - 40.74.206.57
Port - 22

We're aware of limited availability to our customer portal as well. We are initiating our protocol to switch to our DR sites. Please monitor this status page for further updates.

We're aware of an ongoing issue. You may experience limited availability. There is an issue with our cloud hosting provider that is causing latency for some of our products. We'll provide updates regularly.