Altapay - Notice history

The issue has been resolved and all transactions have synced to the gateway. New transactions should be visible on the gateway as normal.

A fix has been implemented by the 3rd party provider. All POS transactions from 25/02 - 01/03 are syncing to the gateway continuously and it will take some time until it has fully synced. We are monitoring the situation.

Our 3rd party provider has informed us they continue to work on the issue, but we have received no further details at this time. We will update this status as soon as we receive any news on the situation.

This incident has been resolved

A fix has been implemented and authorisation request are now receiving a response form NETS. We are monitoring the situation

The issue has been identified and Nets is implementing a correction. We do see a small amount of in-store transaction being processed via Nets again however still many transactions are being rejected.

**Impact:** 5 - Very high ‌ **Description & Scope of incident** All outgoing traffic was not passing through after a network/route preventing transactions from being processed in the timeframe 14:40 - 15:20 ‌ **Analysis of Incident** A planned network change was implemented in the network infrastructure. This caused all outgoing traffic to the internet and 3rd party connections to fail while all incoming traffic was working as expected. Our monitoring system was not set up to trigger an alarm on this exact scenario which caused a delay in detecting the issue. ‌ **Remedial Action** As soon as the root cause was identified the network change was reverted. Mitigation plan: * Update the monitoring to include additional checks to catch similar issues. * Improve and review Internal change management process with focus on implementing measures which can avoid similar issues being introduced.

This incident has been resolved

A fix has been implemented and we are monitoring the situation

The issue has been identified and we are working on implementing a fix.

**Impact:** 1 - Low‌ **Description & Scope of incident** Some MobilePay transactions were internally declined when the card was tokenized and the acquirer was Finaro/Crederox. **Analysis of Incident** At 14:01 Some MobilePay transactions started to be marked with incorrect card scheme \(instead of MasterCard/Visa they were marked as ‘Unknown Card’\), but still processed 16:00 the underlying issue was identified 19:00 Monitoring systems indicated that some transactions were declined due to incorrect card scheme information 20:30 A fix was deployed to production which set correct card scheme information to new transactions ‌ **Remedial Action** 16/1-2023 All processed transactions with incorrect card type was updated to have proper card scheme information Mitigation plan: * Implemented additional checks/tests for serialization on MobilePay payload

This incident has been resolved

A fix has been implemented and we are monitoring the situation

The issue has been identified and a fix is being implemented.

**Impact:** 5 - Very high ‌ **Description & Scope of incident** All merchants running gateway software version 20220525 were not able to process payments from 17:53 to 18:58 after applying aversion patch ‌ **Analysis of Incident** When applying the version patch for 20220525 it was at first reported as successful by the upgrade tool even though the patching was incomplete. Monitoring showed a processing issue and remedial action was initiated. ‌ **Remedial Action** Automatic rollback was attempted but failed Manual correction was initiated, and patching was completed at 18:58 where all services were restored. Mitigation plan: * Implement additional checks in the deployment automation tool to validate changes are persisted according to expectations * Ensure integrity of auxiliary resources when performing maintenance tasks

A patch has been applied at 18:59, and the issue has been solved. An incident report will be deliver during the next day.

A patch has been applied, and the issue should have been resolved. We are monitoring the situation.

There was an issue with the deployment process of a revision for 20220525. A patch is being applied.

The issues with iDeal payments have been resolved and payments are being processed as normal