Affected Components: Payments & Card Service

Apr 30, 15:44:44 GMT+0
Resolved - We are currently experiencing a degraded performance in our Card Payment Service. We are seeing intermittent failures when Customers are trying to use our card services. During this current time activity related to physical or virtual cards, for example card creation or authorisations, may not be successful We are urgently investigating this with our third-party card provider. Please accept our apologies for any inconvenience caused by this intermittent outage and please be assured we are currently investigating the root cause for this..

Duration: 1 hour and 49 minutes

Affected Components: Payments & Card Service

Apr 17, 08:34:46 GMT+0
Identified - We are currently aware that our card processor is experiencing intermittent failures for 3D Secure Challenges for Card Transactions. They are currently working towards a resolve on this matter and we continue to liaise with them to aid in their resolution. At present any card transactions which are verified using 3D Secure may intermittently return an unsuccessful response - this wouldn't necessarily entail issue with the underlying card. We continue to monitor this issue and will share any updates as, and when, these become available. Please accept our apologies for any inconvenience caused..

Apr 17, 10:24:04 GMT+0
Resolved - Following on from the work carried out by our cards processor, and continued monitoring of transaction, we can confirm this issue has now been resolved. Card payments are now processing as expected with no on-going issue with 3D Secure..

Duration: 2 hours

Affected Components: Payments & Card Service

Mar 24, 01:00:00 GMT+0
Identified - Upcoming scheduled maintenance notice On Sunday the 24th of March 2024 between 01:00 and 03:00 GMT (UK Time) our card processing partner will be completing essential maintenance, which may result in intermittent unavailability of our card services during this time. Please note this maintenance period impacts our Card Service only - all other payment services (e.g. Faster Payments) will operate normally. During this period, you may experience intermittent card creation, authorisation and card management failures. Where failures are experienced, our API will return the appropriate failure codes in our responses to the requests you make..

Mar 24, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 24, 03:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: Payments & Card Service

Mar 17, 02:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 17, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 17, 02:00:00 GMT+0
Identified - Due to essential maintenance being completed by our SEPA payments processor, there will be a SEPA network outage between 02:00 am (GMT) to 05:00am (GMT) on Sunday the 17th of March. All SEPA payments submitted during this time will queue as SEPA Credit payments to be processed in the next SEPA Credit run. We are sorry for any inconvenience this may cause..

Duration: 3 hours

Affected Components: Payments & Card Service

Mar 17, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 17, 03:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 17, 00:00:00 GMT+0
Identified - On Sunday the 17th of March 2024 between 00:00 and 03:00 GMT (UK Time) our card processing partner will be completing emergency maintenance, which may result in intermittent unavailability of our card services during this time. Please note this maintenance impacts our Card Service only. During this period, you may experience intermittent card creation, authorisation and card management failures. Where failures are experienced, our API will return the appropriate failure codes in our responses to the requests you make..

Duration: 2 hours and 29 minutes

Affected Components: Payments & Card Service

Jan 17, 15:09:02 GMT+0
Investigating - Our Payments Provider is currently experiencing an issue with their payments platform. This is impacting all Faster Payments, CHAPS and SEPA payments. This is being urgently investigated by their engineering teams and we will update this when more information is known..

Jan 17, 15:33:45 GMT+0
Monitoring - A fix has been implemented by our Payments provider and they are now seeing successful inbound and outbound transactions. They are investigating what remediation actions need to be taken and will be in touch with a further update on this. .

Jan 17, 17:38:00 GMT+0
Resolved - This incident has been resolved. All remediation work has been complete and the platform is processing transactions as expected..

Duration: 4 hours and 6 minutes

Affected Components: Mobile App, Payments & Card Service

Jan 15, 11:27:26 GMT+0
Identified - We are currently experiencing issues with account updates from third party services. Any funds received will be processed but may not reflect immediately in our Mobile App and Client Portal. We are working to resolve this issue. .

Jan 15, 15:32:57 GMT+0
Resolved - This incident has been resolved. Service has been restored and any missing information on the Account pages should now be visible. .

Duration: 1 hour

Affected Components: Payments & Card Service

Dec 3, 01:00:00 GMT+0
Completed - Maintenance has completed successfully.

Dec 3, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Dec 3, 00:00:00 GMT+0
Identified - On Sunday the 03rd of December 2023 between 00:00 and 01:00 GMT (UK Time) our card processing partner will be completing essential maintenance, which may result in intermittent unavailability of our card services during this time. Please note this maintenance period impacts our Card Service only - all other payment services (e.g. Faster Payments) will operate normally. During this period you may experience intermittent card creation, authorisation and card management failures. Where failures are experienced our API will return the appropriate failure codes in our responses to the requests you make..

Duration: 2 hours

Affected Components: Payments & Card Service

Nov 12, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

Nov 12, 01:00:00 GMT+0
Identified - On Sunday the 12th of November 2023 between 01:00 and 03:00 GMT (UK Time) our card processing partner will be completing essential maintenance, which may result in intermittent unavailability of our card services during this time. Please note this maintenance period impacts our Card Service only - all other payment services (e.g. Faster Payments) will operate normally. During this period you may experience intermittent card creation, authorisation and card management failures. .

Nov 12, 03:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 30 minutes

Affected Components: Client Onboarding Portal

Oct 25, 10:00:00 GMT+0
Investigating - An outage with a supplier service is causing issues for our Onboarding Portal. Login and signup via the portal is affected. We are looking into resolving this..

Oct 25, 10:30:00 GMT+0
Resolved - The service issue has now been resolved. Onboarding services are now fully operational again..

Duration: 3 days and 42 minutes

Affected Components: Payments & Card Service

Oct 13, 11:13:00 GMT+0
Identified - We have identified an issue which is causing SEPA Credit Transfer payments to be delayed in a pending state. We are currently looking to resolve this issue with our payment partner and will update this page accordingly when the issue has been resolved. Any other payments methods are unaffected and function as normal. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 13, 12:25:00 GMT+0
Identified - We are still working to resolve an issue which is causing SEPA Credit Transfer payments to be delayed in a pending state. We are currently looking to resolve this issue with our payment partner and will update this page accordingly when the issue has been resolved. Any other payments methods are unaffected and function as normal. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 13, 13:09:00 GMT+0
Identified - Our Euro payments partner is continuing to work towards a resolution on this matter and we continue to liaise with them. As ever please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 13, 15:14:00 GMT+0
Identified - We have identified an issue which is causing outbound SEPA Credit Transfer payments to be delayed in a pending state. We are currently looking to resolve this issue with our payment partner and will update this page accordingly when the issue has been resolved. Any other payments methods are unaffected and function as normal. Our external partner continues to work toward a resolution for the underlying issues and we are working with them to aid in resolution. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 13, 16:33:00 GMT+0
Monitoring - We had identified an issue which was causing outbound SEPA Credit Transfer payments to be delayed in a pending state. Any other payments methods are unaffected and function as normal. Our external partner confirm that the underlying issue has been resolved - however any submitted payments via SEPA Credit Transfer from 8am today (13/10/23) will not be processed until Monday. We will continue to monitor this matter in the interim and share any further information, as relevant. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 16, 11:55:00 GMT+0
Resolved - As of 12:30pm today [16/10/23] we are seeing these delayed payments processing to the beneficiaries and noticing normal service for SEPA Credit Transfers moving forward. We had identified an issue which was causing outbound SEPA Credit Transfer payments to be delayed in a pending state. Any other payments methods are unaffected and function as normal. Our external partner confirm that the underlying issue has been resolved - however any submitted payments via SEPA Credit Transfer from 8am today (13/10/23) will not be processed until Monday. We will continue to monitor this matter in the interim and share any further information, as relevant. Please accept our apologies for any inconvenience caused..

Duration: 13 hours and 17 minutes

Affected Components: Payments & Card Service

Oct 5, 08:01:30 GMT+0
Identified - We are continuing to work on a fix for this incident..

Oct 5, 08:26:34 GMT+0
Monitoring - We can confirm that SEPA payments are now flowing as expected for all new payments. We are currently reviewing SEPA payments that were created since 4.45PM GMT yesterday and are currently in a pending state, we will update the payments as soon as possible. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 4, 23:55:00 GMT+0
Investigating - We have identified an issue which is causing some SEPA Instant payments to be held in a pending state. We are currently looking to resolve this issue with our payment partner and will update this page accordingly when the issue has been resolved. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 5, 13:12:16 GMT+0
Resolved - All SEPA payments that were in a pending state that we could not process have been moved to the final error state of ER_EXTSYS. Any SEPA payments that are currently in a pending state will be SEPA Credit Transfers and will be processed in the usual timeframes. Payments in the error state ER_EXTSYS were not sent, and the reserved funds for these payments have been released back to the relevant accounts. Notifications for these errored payments have been sent successfully. As per our earlier communications, SEPA Instant and Credit Transfer payments have been processing normally today as detailed below. SEPA Instant transfers have been operating without issue since 8:40 a.m. this morning. SEPA Credit Transfers have been operating without issue since 10:00 a.m. this morning. In summary, all SEPA payments that were impacted by the intermittent issue we experienced from 7 p.m. last night are in a final state of either processed or errored. Please accept our apologies for any inconvenience caused..

Oct 5, 09:17:00 GMT+0
Monitoring - We are noting intermittent issues with SEPA Credit payments and are currently working to resolve. We can confirm that new SEPA Instant payments are flowing as expected. We are currently reviewing SEPA payments that were created since 4.45PM GMT yesterday and are currently in a pending state, we will update the payments as soon as possible. Please accept our apologies for any inconvenience caused and please be assured we are working to resolve this as quickly as possible..

Oct 5, 11:45:00 GMT+0
Monitoring - The intermittent issues we have been experiencing with sending SEPA payments since around 7 p.m. yesterday have been resolved. SEPA Instant transfers have been operating without issue since 8:40 a.m. this morning. SEPA Credit Transfers have been operating without issue since 10:00 a.m. this morning. We know that before these times, some SEPA payments were processed normally, some failed, and some remain pending. We are taking no further action in relation to the payments that failed. The payments in a pending state are being reviewed at the moment, and we will share the output of our remediation work on these payments shortly. Please be assured that this issue has completely unaffected SEPA inbound payments. This issue was caused by unexpected behaviour that we experienced with our SEPA banking partner, and we are fully investigating the cause to ensure any additional mitigatory actions are taken. Please accept our apologies for any inconvenience caused, and please be assured we are working to resolve this as quickly as possible..

Duration: 10 hours

Affected Components: Payments & Card Service

Sep 30, 14:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 30, 04:00:00 GMT+0
Identified - Due to maintenance being completed by our SEPA payments processor, outbound SEPA Instant payments made between 05:00 am and 15:00 pm BST on Saturday 30th September may be itermenttiley disrupted and will be routed as SEPA Credit Payments. From 10am to 10:30 am SEPA instant payments will be unavailable and payments will be routed as SEPA Credit Payments. Inbound SEPA instant payments will likely fail and must be retried by the sender We are sorry for any inconvenience this may cause..

Sep 30, 04:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 2 hours

Affected Components: Payments & Card Service

Sep 17, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 17, 03:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 17, 01:00:00 GMT+0
Identified - On Sunday the 17th of September 2023 between 02:00 and 04:00 BST (UK Time) our card processing partner will be completing essential maintenance, which may result in intermittent unavailability of our card services during this time. Please note this maintenance period impacts our Card Service only - all other payment services (e.g. Faster Payments) will operate normally. During this period you may experience intermittent card creation, authorisation and card management failures..

Duration: 30 minutes

Affected Components: Payments & Card Service

Sep 14, 04:30:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 14, 04:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 14, 04:00:00 GMT+0
Identified - Due to maintenance being completed by our SEPA payments processor, all outbound SEPA payments made between 05:00 and 05:30 am BST on Thursday 14th September will be sent as SEPA Credit Transfer payments. No payments during this time will be sent as SEPA Instant transfers. Inbound SEPA instant payments will likely fail and must be retried by the sender. Inbound SEPA Credit Payments will operate as normal. We are sorry for any inconvenience this may cause..

Duration: 8 days and 6 hours

Affected Components: Payments & Card Service

Sep 11, 08:29:00 GMT+0
Investigating - Our Payments Provider is currently investigating a delay to outbound Euro payments being processed by SEPA Credit Transfer for our European accounts. Outbound SEPA Instant Payments are still being processed normally. There is no Impact to Inbound SEPA payments. We will update as soon as more information or a resolution is reached..

Sep 11, 11:47:00 GMT+0
Resolved - We can confirm the incident has now been resolved. Any payments pending from this morning should now be processed..

Duration: 31 minutes

Affected Components: Payments & Card Service

Aug 23, 10:27:00 GMT+0
Identified - Our payments provided is currently investigating a delay to outbound Euro payments being processed by SEPA Credit Transfer for European accounts. Outbound SEPA Instant Payments are still being processed normally. There is no Impact to Inbound SEPA payments. .

Aug 23, 10:58:00 GMT+0
Resolved - We can confirm that our payments provider has identified the cause of the delay in processing outbound SEPA Credit Transfers and this has now been resolved. All affected payments will be processed. .

Duration: 59 minutes

Affected Components: Payments & Card Service

Aug 8, 09:33:00 GMT+0
Resolved - Normal service has been resumed and SEPA Instant payments are flowing as expected. The Service is being monitored but there have been no further SEPA Instant issues since 09:24am this morning. .

Aug 8, 08:34:00 GMT+0
Identified - Our payments provider has reported an issue whereby outbound and inbound SEPA payments are experiencing delays, with issues arising around customer creation and POO payment delays also. This is due to an outage with their screening service provider and they are awaiting a further update from themselves. SEPA payments will be currently entering a pending status until our service resumes again. Any inbound payments will also potentially experience delays. Attempts to create customers will fail whilst the issue is worked on. Faster Payments continue to function as normal..

Duration: 1 hour and 25 minutes

Affected Components: Payments & Card Service

Aug 7, 16:58:00 GMT+0
Identified - An issue was identified by our Payments provider with SEPA outbound and inbound payments remaining in a pending status causing some delays with payments. This is due to an outage with their screening provider..

Aug 7, 18:23:00 GMT+0
Resolved - Our payments provider has now confirmed that the issue with SEPA payments has been resolved. Any payments impacted during this issue, which fell into a pending status will continue to be remediated moving forward. .

Duration: 13 minutes

Affected Components: Payments & Card Service

Jun 21, 09:09:00 GMT+0
Identified - Our payment service provider identified an issue with SEPA outbound and inbound payments. This is due to an outage with the gateway provider. SEPA payments will be currently failing until service resumes. Any inbound payments will also show as a failure from the sending bank. Our provider is working to resolve this matter as quickly as possible.

Jun 21, 09:22:00 GMT+0
Resolved - We can confirm our SEPA Service is now functional again and both Inbound and Outbound SEPA instant payments are being processed successfully. Any Inbound SEPA payments that have failed can now be reattempted. Any outbound SEPA Instant payments that are pending still will be processed accordingly. .

Duration: 1 hour and 53 minutes

Affected Components: Payments & Card Service

May 4, 15:35:44 GMT+0
Identified - Our payment service provider is currently experiencing system wide outage.

May 4, 17:29:08 GMT+0
Resolved - This incident has been resolved..

Duration: 15 days, 1 hour and 22 minutes

Affected Components: Mobile App

Apr 10, 09:31:00 GMT+0
Identified - Some service degradation due to issues with a third party notification service. Currently under analysis. Does not impact user experience..

Apr 25, 10:52:33 GMT+0
Resolved - This incident has been resolved..

Duration: 6 hours and 40 minutes

Affected Components: Mobile App

Mar 29, 08:53:00 GMT+0
Identified - Service degradation begins.

Mar 29, 15:33:00 GMT+0
Resolved - Service degradation ends.