tag:status.clearhaus.com,2005:/historyClearhaus Status - Incident History2024-03-28T08:49:22ZClearhaustag:status.clearhaus.com,2005:Incident/199220832024-02-20T20:00:58Z2024-02-20T20:01:01ZMerchant API: Partial unavailability due to database maintenance<p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>20:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>19:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>14:38</var> UTC</small><br><strong>Scheduled</strong> - Scheduled maintenance will take place on 2024-02-20 from 19:00 to 20:00 UTC.<br /><br />During this time the Merchant API will be partially unavailable.<br /><br />Transaction processing and merchant settlements are not affected.</p>tag:status.clearhaus.com,2005:Incident/196866342024-01-15T14:05:28Z2024-01-15T14:05:29ZMerchant API and my.clearhaus.com: Missing references<p><small>Jan <var data-var='date'>15</var>, <var data-var='time'>14:05</var> UTC</small><br><strong>Resolved</strong> - The missing references have been brought back.<br /><br />The affected captures, refunds and voids are in the time span 2024-01-08T12:33:47Z - 2024-01-13T10:16:38Z.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>09:57</var> UTC</small><br><strong>Identified</strong> - Since 2024-01-08 references have been missing on some captures, refunds and voids in the Merchant API and on my.clearhaus.com. We apologize for the inconvenience and are doing our best to quickly bring them back.<br /><br />Transaction processing is not affected.</p>tag:status.clearhaus.com,2005:Incident/190081722023-11-03T08:22:13Z2023-11-03T08:22:15ZIncreased amount of declines<p><small>Nov <var data-var='date'> 3</var>, <var data-var='time'>08:22</var> UTC</small><br><strong>Resolved</strong> - We experienced an increased amount of declines on authorizations, voids and Mastercard credits with status code 40400 backend problem in the time span 2023-11-03T00:59:31Z to 2023-11-03T01:09:38Z due to problems confirmed by an upstream provider.<br />Neither captures, refunds, debits, debit refunds nor Visa credits were affected.</p>tag:status.clearhaus.com,2005:Incident/187804652023-10-26T20:46:08Z2023-10-26T20:46:10ZTransaction gateway: Failure for some subsequent-in-series Visa authorizations<p><small>Oct <var data-var='date'>26</var>, <var data-var='time'>20:46</var> UTC</small><br><strong>Resolved</strong> - We have worked with Visa to resolve the issue. Some authorization responses in the affected timespan did not include Visa transaction IDs (TIDs). Should any client require the missing TIDs, do not hesitate to reach out. If missing TIDs do not pose a problem, no action is required. We apologize for any inconvenience.</p><p><small>Oct <var data-var='date'>13</var>, <var data-var='time'>20:15</var> UTC</small><br><strong>Update</strong> - Our upstream service provider has confirmed the issue is a result of a system upgrade on their end, and they are working on a resolution. Some subsequent-in-series authorizations may still fail for the time being, and we ask clients to postpone these authorizations until the issue has been resolved. Fortunately, very few authorizations are affected by this issue.</p><p><small>Oct <var data-var='date'>13</var>, <var data-var='time'>15:46</var> UTC</small><br><strong>Identified</strong> - We have identified the issue and have managed to contain it to some degree. It is now the case that some attempts at creating a subsequent-in-series Visa authorization referencing a previous authorization created in the time span 2023-10-13T09:49:16Z - 2023-10-13T15:08:48Z might fail.<br /><br />We are working towards complete resolution.</p><p><small>Oct <var data-var='date'>13</var>, <var data-var='time'>15:00</var> UTC</small><br><strong>Investigating</strong> - Some attempts at creating a subsequent-in-series Visa authorization referencing a previous authorization created after 2023-10-13T09:49:16Z are currently failing.</p>tag:status.clearhaus.com,2005:Incident/185749522023-10-14T09:42:01Z2023-10-14T09:42:01ZMerchant API: Partial unavailability<p><small>Oct <var data-var='date'>14</var>, <var data-var='time'>09:42</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'>14</var>, <var data-var='time'>09:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Sep <var data-var='date'>22</var>, <var data-var='time'>09:11</var> UTC</small><br><strong>Scheduled</strong> - Due to network maintenance we expect a few interruptions in the Merchant API.</p>tag:status.clearhaus.com,2005:Incident/186751502023-10-03T07:44:50Z2023-10-03T07:44:51ZDNS issue<p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>07:44</var> UTC</small><br><strong>Resolved</strong> - We noticed at 2023-10-03T04:32:30Z that our DNS provider had issues.<br />They identified and were able to resolve the issue by 2023-10-03T05:25Z.<br />Since the TTL is one hour on the DNS records, the immediate impact of this issue is expected to be limited. However, during the period of the DNS issue, clients may have experienced sporadic connectivity problems or delays in accessing our services depending on their reliance on DNS.</p>tag:status.clearhaus.com,2005:Incident/181845982023-09-22T12:15:58Z2023-09-22T12:15:58ZMastercard clearings missing<p><small>Sep <var data-var='date'>22</var>, <var data-var='time'>12:15</var> UTC</small><br><strong>Resolved</strong> - All affected transactions have been settled and the issue is resolved.</p><p><small>Aug <var data-var='date'>18</var>, <var data-var='time'>13:34</var> UTC</small><br><strong>Investigating</strong> - We are investigating an issue on Mastercard transactions for the period between 2023-08-09T19:00Z and 2023-08-10T19:00Z. Only captures, refunds and credits are impacted whereas neither authorizations nor voids are impacted.<br /><br />Transactions appear successful in Clearhaus’ systems — also with respect to bookkeeping and payouts to merchants. There is no impact from a merchant’s perspective; only via clearing transactions not being effectuated on their cardholders’ accounts.<br /><br />Our investigation so far confirms that:<br />- A majority of captures from 2023-08-10T09:00Z to 2023-08-10T14:00Z are impacted.<br />- A majority of refunds from 2023-08-09T19:00Z to 2023-08-10T14:00Z are impacted.<br />- All captures and refunds from 2023-08-10T14:00Z to 2023-08-10T19:00Z are impacted.<br />- All credits from 2023-08-09T19:00Z to 2023-08-10T19:00Z are impacted.<br /><br />It is greatly important to note that this update is solely for informational purposes, as no action is required from any other party than Clearhaus and our upstream provider.<br /><br />We have identified the impacted transactions and are working with our upstream provider and Mastercard on a resolution. Since transactions appear successful in Clearhaus systems, we expect to be able to resolve the issue without your involvement. If you need to do anything, we will reach out directly.</p>tag:status.clearhaus.com,2005:Incident/177549572023-07-03T19:56:12Z2023-07-03T19:56:13ZTransaction gateway: Intermittent service disruption for authorization transactions<p><small>Jul <var data-var='date'> 3</var>, <var data-var='time'>19:56</var> UTC</small><br><strong>Resolved</strong> - No further timeouts have been observed. We have been in contact with our service provider and confirmed all systems to be operational. We apologize for the inconvenience.</p><p><small>Jul <var data-var='date'> 3</var>, <var data-var='time'>19:04</var> UTC</small><br><strong>Investigating</strong> - From 2023-07-03T18:30:13Z to 18:48:41Z today, we saw an intermittent increase in timeouts towards our upstream service provider affecting authorizations and voids. <br /><br />Mastercard credits were also impacted. Other transactions like captures and refunds were not impacted.<br /><br />The issue appears to have subsided, but we will continue to monitor the situation and post another announcement should the issue reemerge.</p>tag:status.clearhaus.com,2005:Incident/175220692023-06-16T09:55:02Z2023-06-16T09:55:02ZMastercard credits failing for specific merchant accounts<p><small>Jun <var data-var='date'>16</var>, <var data-var='time'>09:55</var> UTC</small><br><strong>Resolved</strong> - In collaboration with Mastercard we are investigating and exploring the options for cleaning up the remaining inconsistencies. Fortunately only very few merchants are impacted, so further communication will happen directly with the affected merchants; they should expect an update no later than 2023-06-19T16:00:00Z. Therefore, we mark this incident as resolved here.<br /><br />We have run extra checks to confirm that the fix of inconsistencies for the impacted Mastercard credits from 2023-06-07T08:00:00Z till 2023-06-09T15:00:00Z is successful.<br /><br />We are deeply sorry about the inconvenience this incident has caused to partners, merchants and cardholders. We strive to do our best so we will surely use the learnings we have had over the last week to improve our systems to help avoid similar consequences in the future.</p><p><small>Jun <var data-var='date'>15</var>, <var data-var='time'>09:41</var> UTC</small><br><strong>Update</strong> - We can positively confirm that the inconsistency has been fixed for the impacted Mastercard credits from 2023-06-07T08:00:00Z till 2023-06-09T15:00:00Z whereas the inconsistency could not be resolved for the transactions in the beginning of the interval (from 2023-06-06T19:00:00Z till 2023-06-07T08:00:00Z).<br /><br />We are further investigating the remaining inconsistencies and will again be working with Mastercard to resolve this.<br /><br />Please expect an update on the resolution of the remaining inconsistencies no later than 2023-06-16T10:00:00Z.<br /><br />Still, Mastercard credits for merchant accounts with MCC 7800, 7801, 7802, 7994, 7995 or 9406 created since processing was resumed Monday are working without issues.</p><p><small>Jun <var data-var='date'>14</var>, <var data-var='time'>14:23</var> UTC</small><br><strong>Update</strong> - We have been working with Mastercard (and have also in parallel run tests) to resolve the inconsistency for the impacted Mastercard credit transactions from 2023-06-06T19:00:00Z till 2023-06-09T15:00:00Z. Preparations for a final solution are happening today, and the results should be available to us tomorrow after a nightly run at Mastercard. Thus, please expect an update on the resolution of the inconsistency no later than 2023-06-15T10:00:00Z.<br /><br />We have been following the status of Mastercard credits for merchant accounts with MCC 7800, 7801, 7802, 7994, 7995 or 9406 that have been processed since processing of these transactions was resumed Monday, and are happy to report that we see no errors or inconsistencies.</p><p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>14:23</var> UTC</small><br><strong>Monitoring</strong> - We can confirm that our solution was successful and are thus resuming processing of the impacted Mastercard credit transactions.<br /><br />Please notice that we are still researching how to resolve the inconsistency of approved credits processed from 2023-06-06T19:00:00Z till 2023-06-09T15:00:00Z. Please expect an update on this no later than 2023-06-14T16:00:00Z.</p><p><small>Jun <var data-var='date'>10</var>, <var data-var='time'>22:13</var> UTC</small><br><strong>Update</strong> - The solution is developed in testing, reviewed and tested, and will undergo testing for production readiness. If everything goes as planned, we will run production tests through Mastercard systems Sunday 2023-06-11, and will need to wait for the result till Monday 2023-06-12. No later than 2023-06-12T16:00:00Z will we provide an update regarding our confidence in the solution. If we are confident that our solution is correct, we will resume processing together with the update, otherwise we will most likely need to postpone processing of the impacted Mastercard transactions for another 24 hours.<br /><br />Thus, expect the next update no later than 2023-06-12T16:00:00Z.</p><p><small>Jun <var data-var='date'> 9</var>, <var data-var='time'>22:31</var> UTC</small><br><strong>Update</strong> - We have been looking into this issue throughout the day and will continue to do so over the weekend. A solution for the impacted transactions is under development and has been partially submitted for internal review. The solution is currently being tested. Progress will be slightly slower over the weekend, but we are working on resuming processing of the impacted Mastercard credit transactions as soon as possible.<br /><br />You can expect the next update before 2023-06-11T00:00:00Z.</p><p><small>Jun <var data-var='date'> 9</var>, <var data-var='time'>14:55</var> UTC</small><br><strong>Identified</strong> - We can confirm that this incident is relevant only for Mastercard credits on merchant accounts with MCC 7800, 7801, 7802, 7994, 7995 or 9406. Impacted transactions are currently being actively declined from our end with status code 50000 (Clearhaus error).<br /><br />The focus is on finding a solution to resume processing, and we are actively working to achieve this. The time frame for a solution is unfortunately not yet known. You can expect an update before midnight UTC.<br /><br />After processing has resumed we will detail and communicate a plan for resolving the inconsistency of approved credits processed from 2023-06-06T19:00:00Z till 2023-06-09T15:00:00Z. We will explore all options to most effectively (and conveniently to you) handle such inconsistencies. At this stage, we are not yet able to fully investigate the state of these transactions in Mastercard systems. Further updates also in this regard will be posted here as soon as we have them.<br /><br />The impact of the inconsistency is that an approved credit transaction for an account with above-listed MCCs appears as successful to the partner/merchant but may appear as failed to the cardholder. Please be aware of this when handling cases from cardholders.</p><p><small>Jun <var data-var='date'> 9</var>, <var data-var='time'>12:25</var> UTC</small><br><strong>Investigating</strong> - We are noticing problems processing Mastercard credits for specific merchant accounts, namely those with MCC 7800, 7801, 7802, 7994, 7995 or 9406.<br />Early investigation shows that such transactions since 2023-06-06T19:00:00Z have failed even though our systems returned with status code 20000 (approved). Further investigation will be ongoing in the following hours.<br /><br />All other transaction processing is not impacted.</p>tag:status.clearhaus.com,2005:Incident/175482582023-06-12T17:41:12Z2023-06-12T17:41:13ZMastercard disruption for authorizations and credits<p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>17:41</var> UTC</small><br><strong>Resolved</strong> - Approval rates are back to normal as of 2023-06-12T14:21:00Z.</p><p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>14:39</var> UTC</small><br><strong>Monitoring</strong> - Today after 11:00Z we started seeing low approval rates for all live Mastercard transactions (authorizations and credits). Mastercard are having issues with multiple systems, so unfortunately there is nothing we can do other than to monitor the state.</p>tag:status.clearhaus.com,2005:Incident/170128342023-04-30T18:05:43Z2023-04-30T18:05:43ZIntermittent service disruption for authorizations, voids and Mastercard credit transactions<p><small>Apr <var data-var='date'>30</var>, <var data-var='time'>18:05</var> UTC</small><br><strong>Resolved</strong> - We haven't observed any failures towards our upstream service provider since 2023-04-30T16:58:27Z.</p><p><small>Apr <var data-var='date'>30</var>, <var data-var='time'>16:59</var> UTC</small><br><strong>Monitoring</strong> - We are observing intermittent problems with an upstream service provider. It started around 2023-04-30T16:13:36Z. Our clients receive status code 50000 and message “failed processing transaction with upstream, state unknown”. Upon manual inspection, we are able to deduce that none of the failed authorizations were successful. Neither debits, captures, refunds, nor Visa credits were impacted.</p>tag:status.clearhaus.com,2005:Incident/167922282023-04-08T18:30:30Z2023-04-08T18:30:31ZTransaction gateway: Intermittent service disruption for authorization transactions<p><small>Apr <var data-var='date'> 8</var>, <var data-var='time'>18:30</var> UTC</small><br><strong>Resolved</strong> - No further errors observed.</p><p><small>Apr <var data-var='date'> 8</var>, <var data-var='time'>17:28</var> UTC</small><br><strong>Monitoring</strong> - From 2023-04-08T17:03:47Z to 2023-04-08T17:09:21Z we saw authorizations being consistently failing. Our clients received status code 50000 and message “failed processing transaction with upstream, state unknown”. Upon manual inspection, we are able to deduce that none of the failed authorizations were successful. Voids and Mastercard credits were equally impacted.<br />Neither debits, captures, refund, nor Visa credits were impacted.</p>tag:status.clearhaus.com,2005:Incident/165254882023-03-22T22:53:37Z2023-03-22T22:53:39ZDatabase Maintenance<p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>22:53</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>21:14</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Mar <var data-var='date'>16</var>, <var data-var='time'>09:39</var> UTC</small><br><strong>Scheduled</strong> - We will be conducting scheduled maintenance on our database system on 2023-03-22 from approximately 21:00 to 23:00 UTC.<br /><br />During the maintenance, you may experience slower than usual performance when accessing My Clearhaus and Merchant API, and some requests to the latter may fail for a short period. We apologize for any inconvenience this may cause.<br /><br />Additionally, please be aware that transaction data will be delayed in both My Clearhaus and Merchant API during this maintenance window. We anticipate that the maintenance will last for approximately 2 hours, and we will do our best to complete the process as quickly and efficiently as possible.<br /><br />This does not affect our ability to process transactions nor to settle merchants.</p>tag:status.clearhaus.com,2005:Incident/163724902023-03-19T04:58:18Z2023-03-19T04:58:19ZTransaction gateway: Unavailability due to database maintenance<p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>04:58</var> UTC</small><br><strong>Completed</strong> - Maintenance completed successfully.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>04:26</var> UTC</small><br><strong>Verifying</strong> - The sixth and seventh periods of unavailability were experienced at 2023-03-19T04:17:46Z - 2023-03-19T04:17:58Z and 2023-03-19T04:22:41Z - 2023-03-19T04:23:07Z. No more periods of unavailability are expected. We apologize for the short outages lasting longer than anticipated.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>03:58</var> UTC</small><br><strong>Update</strong> - The fifth period of unavailability was experienced at 2023-03-19T03:33:05Z - 2023-03-19T03:47:13Z.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>03:21</var> UTC</small><br><strong>Update</strong> - The first four periods of unavailability were experienced at 2023-03-19T02:05:29Z - 2023-03-19T02:05:51Z, 2023-03-19T02:18:30Z - 2023-03-19T02:19:25Z, 2023-03-19T02:26:32Z - 2023-03-19T02:27:01Z and 2023-03-19T02:42:27Z - 2023-03-19T02:43:17Z.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>02:01</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>14:49</var> UTC</small><br><strong>Update</strong> - Unfortunately, we have had to change the maintenance window from 2023-03-19T03:30:00Z - 2023-03-19T05:00:00Z to 2023-03-19T02:00:00Z - 2023-03-19T05:00:00Z, i.e. prepend the window with one and a half hour. The already announced periods of unavailability are, however, unchanged. In addition to the already announced periods, we expect the transaction gateway to be unavailable four times 10-30 seconds in the time span 2023-03-19T02:00:00Z - 2023-03-19T02:55:00Z. All transaction types are affected.</p><p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>10:23</var> UTC</small><br><strong>Scheduled</strong> - Due to database maintenance the transaction gateway will be unavailable three times during the maintenance window. We expect that it will be unavailable a single time for 14-20 minutes in the time span 2023-03-19T03:30:00Z - 2023-03-19T04:00:00Z, and two times for 10-30 seconds in the time span 2023-03-19T04:12:00Z - 2023-03-19T04:35:00Z. All transaction types are affected.</p>tag:status.clearhaus.com,2005:Incident/162988352023-03-02T23:00:16Z2023-03-02T23:00:17ZDatabase Maintenance<p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>23:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>22:52</var> UTC</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>22:13</var> UTC</small><br><strong>Update</strong> - Scheduled maintenance is still in progress.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>21:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>22:20</var> UTC</small><br><strong>Scheduled</strong> - We will be conducting scheduled maintenance on our database system on 2023-03-02 from approximately 21:00 to 23:00 UTC.<br /><br />During the maintenance, you may experience slower than usual performance when accessing My Clearhaus and Merchant API, and some requests to the latter may fail for a short period. We apologize for any inconvenience this may cause.<br /><br />Additionally, please be aware that transaction data will be delayed in both My Clearhaus and Merchant API during this maintenance window. We anticipate that the maintenance will last for approximately 2 hours, and we will do our best to complete the process as quickly and efficiently as possible.<br /><br />This does not affect our ability to process transactions nor to settle merchants.</p>tag:status.clearhaus.com,2005:Incident/120189022022-10-14T18:37:04Z2022-10-14T18:37:04ZTransaction gateway: Increased error rate for Visa cards<p><small>Oct <var data-var='date'>14</var>, <var data-var='time'>18:37</var> UTC</small><br><strong>Resolved</strong> - A fix has been put in place by our upstream partner.<br /><br />The first failure happened at 2022-10-14T10:00:09 UTC and the last failure happened at 2022-10-14T18:06:51 UTC.</p><p><small>Oct <var data-var='date'>14</var>, <var data-var='time'>13:26</var> UTC</small><br><strong>Monitoring</strong> - Creating a workaround for the issue is unfortunately not possible as the received values are sufficiently malformed.<br /><br />The issue has been escalated at Visa.<br /><br />We are monitoring the issue.</p><p><small>Oct <var data-var='date'>14</var>, <var data-var='time'>11:51</var> UTC</small><br><strong>Identified</strong> - We see an increased error rate for a small number of Visa BINs and have identified the issue. It is affecting 0.14% of the Visa authorizations sent upstream. The issue started at 2022-10-14T10:00:00Z.<br /><br />The incident has been communicated upstream to relevant parties. We are currently implementing a solution to work around the issue.</p>tag:status.clearhaus.com,2005:Incident/111380922022-09-16T12:44:32Z2022-09-16T12:44:33ZPayouts, settlement, dispute and transaction data is delayed<p><small>Sep <var data-var='date'>16</var>, <var data-var='time'>12:44</var> UTC</small><br><strong>Resolved</strong> - Payouts have been carried out this morning and merchants should receive the funds during the course of the day.</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>12:34</var> UTC</small><br><strong>Update</strong> - All checks and imports are now done. Delayed data is now available on the Merchant API and in my.clearhaus.com.<br /><br />Our ultimate cut-off for wiring funds to our merchants today was 12:30 UTC. This unfortunately means that funds will be delayed by a banking day.</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>12:03</var> UTC</small><br><strong>Monitoring</strong> - We have been able to receive the missing settlement, dispute, and transaction data from our upstream service provider. We are running checks and importing the data into our systems.<br /><br />Expect the next update at 13:00 UTC.</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>11:00</var> UTC</small><br><strong>Update</strong> - Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue.<br /><br />This does not affect our ability to process transactions.<br /><br />Expect the next update at 12:00 UTC</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>10:00</var> UTC</small><br><strong>Update</strong> - Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue.<br /><br />This does not affect our ability to process transactions.<br /><br />Expect the next update at 11:00 UTC</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>09:00</var> UTC</small><br><strong>Update</strong> - Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue.<br /><br />This does not affect our ability to process transactions.<br /><br />Expect the next update at 10:00 UTC</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>08:02</var> UTC</small><br><strong>Update</strong> - Updated settlement, dispute, some transaction information, and payouts continue to be delayed for the time being. Our upstream provider has not been able to fix the issue.<br /><br />This does not affect our ability to process transactions.<br /><br />Expect the next update at 9:00 UTC</p><p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>06:47</var> UTC</small><br><strong>Investigating</strong> - One of our upstream service providers is experiencing issues with their systems which is keeping us from providing updated settlement, dispute, and some transaction information. <br /><br />This unfortunately also delays upcoming payouts from being carried out.<br /><br />This does not affect our ability to process transactions.<br /><br />Expect the next update at 8:00 UTC</p>tag:status.clearhaus.com,2005:Incident/110410032022-09-06T11:18:36Z2022-09-06T11:18:36ZMerchant API: Partial unavailability due to database maintenance<p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>11:18</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>09:30</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Sep <var data-var='date'> 2</var>, <var data-var='time'>14:07</var> UTC</small><br><strong>Scheduled</strong> - Due to database maintenance we expect a few interruptions of transaction data in the Merchant API.<br /><br />This does not affect our ability to process transactions nor to settle merchants.</p>tag:status.clearhaus.com,2005:Incident/103989882022-06-25T01:25:39Z2022-06-25T01:25:39ZTransaction gateway: Intermittent service disruption for authorization transactions<p><small>Jun <var data-var='date'>25</var>, <var data-var='time'>01:25</var> UTC</small><br><strong>Resolved</strong> - Our upstream partner confirmed the issue. No further disruptions are expected.</p><p><small>Jun <var data-var='date'>24</var>, <var data-var='time'>23:17</var> UTC</small><br><strong>Monitoring</strong> - From 2022-06-24T22:32:00Z to 2022-06-24T22:43:00Z we saw a dramatic increase in authorizations being declined with 40400 “backend problem” from upstream. It is back to normal, but we are inquiring to understand what happened.</p>tag:status.clearhaus.com,2005:Incident/103773992022-06-22T09:50:27Z2022-06-22T09:50:29ZTransaction gateway: Intermittent service disruption for authorization and credit transactions<p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>09:50</var> UTC</small><br><strong>Resolved</strong> - A planned database migration had an unforeseen impact and resulted in transaction processing of authorizations and credits having a failure rate of upwards 60 % from 2022-06-22T08:23:24Z to 2022-06-22T08:24:41Z.<br /><br />We apologize for the inconvenience.</p>tag:status.clearhaus.com,2005:Incident/103607222022-06-20T19:24:41Z2022-06-20T19:24:43ZTransaction gateway: Network instability impacting authorizations and voids<p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>19:24</var> UTC</small><br><strong>Resolved</strong> - We have not seen more occurrences of the issue. In addition, It has been confirmed that the issue was caused by upstream network instability. We expect the situation to have stabilized now.</p><p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>15:18</var> UTC</small><br><strong>Update</strong> - We have seen the issue take place from 2022-06-20T12:58:15Z to 2022-06-20T13:04:40Z and from 2022-06-20T14:29:52Z to 2022-06-20T14:45:49Z.</p><p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>14:50</var> UTC</small><br><strong>Investigating</strong> - In continuation of the previously announced incident, we are seeing it reappear. Further investigation is ongoing.<br /><br />Again, only authorization and void traffic is impacted.</p>tag:status.clearhaus.com,2005:Incident/103577842022-06-20T12:29:26Z2022-06-20T12:29:27ZTransaction gateway: Network instability impacting authorizations and voids<p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>12:29</var> UTC</small><br><strong>Resolved</strong> - Our investigation has no indication of failures that neither we nor our upstream partners are in control of, so this incident can only be attributed to intermittent network connectivity issues. We notice that transactions were successfully retried.</p><p><small>Jun <var data-var='date'>20</var>, <var data-var='time'>07:59</var> UTC</small><br><strong>Investigating</strong> - In the time span 2022-06-20T06:43:04Z - 2022-06-20T06:49:55Z we experienced connection resets and timeouts upstream towards Visa and Mastercard for approximately one third of authorizations and voids.<br /><br />No other transaction type was affected.<br /><br />Our investigations show no structure in the errors so far. We are conducting further investigations in an attempt to understand this.</p>tag:status.clearhaus.com,2005:Incident/101664022022-06-07T19:18:54Z2022-06-07T19:18:55ZTransaction gateway: Mastercard credit transactions outage<p><small>Jun <var data-var='date'> 7</var>, <var data-var='time'>19:18</var> UTC</small><br><strong>Resolved</strong> - Mastercard credit transaction processing is again fully functional. Transactions in the time span 2022-06-07T10:13:06Z - 2022-06-07T11:26:05Z were affected. Please consider resubmitting previously declined transactions.</p><p><small>Jun <var data-var='date'> 7</var>, <var data-var='time'>11:52</var> UTC</small><br><strong>Monitoring</strong> - A solution has been deployed.</p><p><small>Jun <var data-var='date'> 7</var>, <var data-var='time'>11:09</var> UTC</small><br><strong>Identified</strong> - Mastercard has today updated the requirements for processing credit transactions. The update we have applied in our end is incompatible with Mastercard's update for certain merchant configurations. We are working on resolving the issue.<br /><br />The first impacted Mastercard credit transaction was processed at 2022-06-07T10:13:06Z.<br /><br />No other transaction type is impacted. Please hold off processing Mastercard credit transactions if possible until further notice.</p>tag:status.clearhaus.com,2005:Incident/100177612022-05-18T07:22:43Z2022-05-18T07:25:23ZTransaction gateway: Processing issue for Visa authorizations<p><small>May <var data-var='date'>18</var>, <var data-var='time'>07:22</var> UTC</small><br><strong>Resolved</strong> - Today, 2022-05-18, between 04:03:04 and 04:44:49 UTC our upstream service provider experienced a service disruption, resulting in lost communication with Visa systems.<br /><br />As a result, all Visa authorizations in the mentioned interval were declined with status code 40400. No other transactions were impacted.<br /><br />We apologize for this inconvenience.</p>tag:status.clearhaus.com,2005:Incident/84751522021-11-20T17:00:54Z2021-11-20T17:00:54ZMerchant API: Partial unavailability due to database maintenance<p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>17:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>16:03</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'>12</var>, <var data-var='time'>12:12</var> UTC</small><br><strong>Scheduled</strong> - Due to database maintenance we expect a few interruptions for transaction and settlement data in Merchant API and My Clearhaus.<br /><br />This does not affect our ability to process transactions nor to settle merchants.</p>