All Systems Operational

About This Site

ProPay's home for current solution status, incidents, planned maintenance and solution release events.

Regular Maintenance Windows (Mountain Time)
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Database: Every 2nd to last Thursday of the month, 03:00-3:30 (am)
Infrastructure: Every Thursday, 01:00-3:00 (am)
xfer.propay.com: last Thursday of each month, 13:00-15:00
TEST environment: Every Tuesday, 15:00-17:00

Production Processing Solutions Operational
Direct Credit Card and ACH Processing Operational
Websites, Mobile, and Card Readers Operational
Payment Facilitation - Heartland, Portico Operational
Payment Facilitation - Global Payments API (GP API) Operational
Payment Facilitation - Cayan Genius Operational
Production Supporting Solutions Operational
xfer.propay.com - SFTP Reports Operational
Bank Transfers Operational
Phones Operational
Regulatory Updates Operational
Testing Environments Operational
Integration TEST Environment Operational
Integrated Gateways Operational
3rd Party Providers Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

New Ticketing System: Update Nov 1, 2026 00:00-00:01 MDT

As an update to our previously announced migration to a new ticketing system (https://status.propay.com/incidents/vktvqzb7zjmb) we wanted to provide this additional clarification.

The new ticketing system has new, system-specific emails that have been created for our various ProPay teams, to help better route tickets to the various ProPay support groups.

Moving forward, best practices will be to begin emailing these new emails to submit a ticket, when not logging in directly to submit a ticket.

Please Note: Existing emails to the existing team emails will still function to create tickets, but those emails will be deprecated over the coming months, so please begin to transition to using the following emails:


Existing Email: clientsupport@propay.com
New Email: support@gp-propay.zendesk.com

Existing Email: propay.partner.review@globalpay.com
New Email: support@gp-propay.zendesk.com

Existing Email: underwriting@propay.com
New Email: underwriting@gp-propay.zendesk.com

Existing Email: verify@propay.com
New Email: verify@gp-propay.zendesk.com

Existing Email: propay_ownerinfo@tsys.com
Forward to: verify@gp-propay.zendesk.com

Existing Email: limits@propay.com
New Email: limits@gp-propay.zendesk.com

Existing Email: customerservice@propay.com
New Email: customerservice@gp-propay.zendesk.com

Existing Email: resolutions@propay.com
New Email: resolutions@gp-propay.zendesk.com

Existing Email: chargebackhelp@propay.com
New Email: fraudanddisputes@gp-propay.zendesk.com

Existing Email: disputes@propay.com
New Email: fraudanddisputes@gp-propay.zendesk.com

Existing Email: collections@propay.com
New Email: collections@gp-propay.zendesk.com

Existing Email: propaybalance@tsys.com
New Email: collections@gp-propay.zendesk.com
Posted on Oct 15, 2026 - 11:30 MDT

Oct 15, 2026

No incidents reported today.

Oct 14, 2026

New Ticketing System
Completed - The scheduled maintenance has been completed.
Oct 14, 08:00 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 12, 08:00 MDT
Scheduled - NEW TICKETING SYSTEM

As part of our ongoing investment in your Partner Experience, we are transitioning support requests to a new ticketing system. Starting October 12th, we ask that all support inquiries, technical questions, and operational issues be submitted through our ticketing system by emailing our team at support@gp-propay.zendesk.com
This will be used as the primary system for managing support requests and tracking issue resolution. Once a ticket is submitted, you will receive notifications and updates as we progress to ticket closure. This transition is designed to make support interactions simpler, faster, and more transparent while providing the foundation for continued improvement to your overall experience.

To open a ticket, simply email support@gp-propay.zendesk.com with a detailed description of your request. Our team will review, route, and manage your inquiry through the appropriate support channels as they do today.
Oct 7, 08:29 MDT

Oct 13, 2026

No incidents reported.

Oct 12, 2026

Oct 11, 2026

No incidents reported.

Oct 10, 2026

No incidents reported.

Oct 9, 2026

No incidents reported.

Oct 8, 2026

No incidents reported.

Oct 7, 2026

ProPay Database Maintenance 1:00 AM MDT to 5:30 AM MDT
Resolved - Maintenance is completed.
Oct 7, 07:12 MDT
Investigating - At 1:00 a.m. (MDT) on Wednesday, October 7th, 2026, the database system will undergo maintenance. Reporting will unfortunately be delayed due to the maintenance. We do not expect the delay to be more than a few hours.
Oct 5, 11:37 MDT

Oct 6, 2026

No incidents reported.

Oct 5, 2026

Oct 4, 2026

No incidents reported.

Oct 3, 2026

No incidents reported.

Oct 2, 2026

No incidents reported.

Oct 1, 2026

ACH Authorization Compliance Reminder
Completed - The scheduled maintenance has been completed.
Oct 1, 00:15 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 1, 00:00 MDT
Scheduled - Global Payments Inc. has been asked to remind all partners and their sub-merchants that NACHA rules require obtaining authorization to originate ACH entries on customer’s bank account and to retain that authorization for a period of at least 2 years.

We have been provided a breakdown to remind merchants of their requirements and the potential fines that may be assessed should they be found not to be compliant.

That document can be found here:

https://support.propay.com/en/support/solutions/articles/33000315573-ach-authorization-reminder
Jul 10, 08:01 MDT
Propay October 2026 Card Brand Regulatory Notice - Reminder
Completed - The scheduled maintenance has been completed.
Oct 1, 00:05 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 1, 00:00 MDT
Scheduled - As a reminder, Global Payments Inc. has received notification of changes to the operating regulations effective October 2026 by Visa®, Mastercard®, Discover® Network and American Express®. Global Payments Inc. has reviewed and analyzed the changes and is providing documentation.

Our proprietary systems will be updated and certified by the required release dates. These updates may require changes to your authorization and/or settlement systems and your internal business processes and procedures. Regulatory items listed below may not apply to all business types.

You can review the regulatory notice document here:

https://support.propay.com/en/support/solutions/articles/33000315754-october-2026-card-brand-regulatory-update
Jul 31, 12:42 MDT
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