Monitoring - Teams have implemented corrective measures - partners may start to see improvement in solution performance now.
Apr 20, 16:45 MDT
Identified - This issue seems to be a network related issue between the processing requesting system and the processor. Teams are engaged and working to identify remediation steps for the Direct Transaction Entry solution.
Apr 20, 15:44 MDT
Investigating - We are aware of an issue that may impact certain partners' authorization activity specifically if they are using Direct Transaction Entry solutions with ProPay/Cayan/TSYS. We are working with related parties to identify the source of the issue to provide further information.
So far, ProPay is not seeing related alerts on our system, so we believe this may be due to another part of the solution.
Apr 20, 15:02 MDT

About This Site

ProPay's home for current solution status, incidents, planned maintenance and solution release events.
ProPay regularly conducts maintenance at the following times:
Database: 3rd Thursday of the month between 3-3:30am MT
Infrastructure: Thursdays between 1am-3am Mountain Time.
xfer.propay.com: Last Thursday of each month between 1pm-3pm MT. This may include brief disconnects.
TEST environment patching: 1am-3am MT, typically on the 3rd or 4th Thursday.
TEST environment releases: 1600-1700MT, Tuesdays and Fridays.

Production Processing Solutions Degraded Performance
Credit Card and ACH Processing Degraded Performance
Websites, Mobile, and Card Readers Operational
Production Supporting Solutions Operational
xfer.propay.com - SFTP Reports Operational
Batch File Processing & Commissions Operational
Bank Transfers Operational
Testing Environments Operational
Integration TEST Environment Operational
Sandbox Test Environment - Future Releases Operational
Integrated Gateways Operational
Chase Paymentech - Orbital Gateway Operational
Network Merchants Operational
Web Collect Operational
Meritus Operational
CyberSource Operational
Other 3rd Party Gateways Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Update - Due to issues this weekend related to the database, the regularly-scheduled DB maintenance has been moved up to Tues 4/20/2021 at 3 am and combined with the hotfix work previously communicated.
https://status.propay.com/incidents/nncpkn0c11yg

We anticipate less than 10 min of interruption for this work.
Once completed, we expect the current transaction latency to reduce and processing response times to return to normal.
Apr 19, 11:36 MDT
Scheduled - ProPay's regularly-scheduled DB maintenance on the 3rd Thursday was delayed and rescheduled for 4/22.
We expect less than 10 minutes of interruption to sites and services during this maintenance activity.
Apr 15, 10:53 MDT
Past Incidents
Apr 20, 2021
Completed - The scheduled maintenance has been completed.
Apr 20, 05:00 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 20, 02:30 MDT
Scheduled - On Tuesday, April 20th, between 02:30 and 05:00 (MDT), ProPay will perform platform maintenance, upgrading to version 21.04.1 on the live production system.

This release corrects some minor internal issues that we observed with parts of the 21.04 release last week (which were immediately rolled back to prevent customer impact).

In preparation for the 21.05 release, partners should be aware that the Affiliate Signup Detail report get a new column (for BusinessLegalName) added to the end of existing ones.

We anticipate no interruption in service during this update.
Apr 16, 15:46 MDT
Apr 19, 2021
Postmortem - Read details
Apr 20, 09:00 MDT
Resolved - This incident has been resolved.
Apr 19, 16:45 MDT
Monitoring - We noticed a small number of timeouts (fewer than 4%) during processing attempts on one server between 1620 and 1630 EDT. Our teams were able to quickly address the problem by removing the problem node. We do not anticipate any more related problems, but will monitor the situation for another hour or so before resolving this incident.
Apr 19, 14:57 MDT
Apr 18, 2021

No incidents reported.

Apr 17, 2021
Postmortem - Read details
Apr 20, 08:59 MDT
Resolved - We have identified the processes that were incomplete or did not run successfully and have re-run them. Any activity not covered in these transfer requests will be included in tomorrow's processes and reports.
Delayed Deposit Detail Reports should be delivered within the next 30 min.
Please submit any inquiries regarding this event or missing data to the Client Support team.
Apr 17, 18:07 MDT
Identified - Due to the database incident earlier this morning, it has come to our attention that some of the normal bank transfer request & Deposit Detail Report processes were interrupted, resulting in either partial or missed job completions.
Affected transfer jobs were those occurring between 00:00 and 10:00 MT on 4/17.

Our many existing monitors on these processes did not detect the scenario.
We have been researching the details and working to re-run the missed or incomplete processes in order to deliver the normally-expected Deposit Detail Reports.
This may result in more than one Deposit Detail Report being delivered for 4/17 - we expect any additional reports to have distinct data & both should be used.

This will not impact funding timelines in terms of credits to bank accounts. Any activity not picked up for bank transfer request today should get picked up in the next job runs.

We apologize for the interruption & missing reports and are working to deliver as many related reports as we are able.

clientsupport@propay.com
801-341-5312
Apr 17, 16:54 MDT
Postmortem - Read details
Apr 20, 08:56 MDT
Resolved - Traffic should be restored fully at this time. We appreciate your patience and understanding as always.
Apr 17, 09:28 MDT
Monitoring - We are aware of an issue that necessitates some unexpected database maintenance. We anticipate that resolving this maintenance matter will result in a brief down time, anticipated to be no more than 5 to 10 minutes, effective beginning 11:15AM EST.

We appreciate your patience and understanding in this regard.

We will provide regular updates until this is fully resolved.

clientsupport@propay.com
801-341-5312
Apr 17, 09:14 MDT
Apr 16, 2021

No incidents reported.

Apr 15, 2021

No incidents reported.

Apr 14, 2021

No incidents reported.

Apr 13, 2021
Postmortem - Read details
Apr 20, 09:01 MDT
Resolved - Our scheduled maintenance ran slightly longer than anticipated this morning, resulting in a small delay on the initiating of our report-generation for this morning's sweep jobs which were run.

There was no issue in funding per our review, but the delay in the completion of the scheduled maintenance this morning did have a result to delay the generation and delivery of reports this morning, so please be advised that there will be a delay in the receipt of some deposit detail reports today.

The situation is now resolved and our teams will continue to monitor the situation to ensure there are no additional delays.

Follow up information may be provided once further analysis of the incident is complete.
If you continue experiencing issues after this time, please contact us.

clientsupport@propay.com
801-341-5312
Apr 13, 06:12 MDT
Completed - The scheduled maintenance has been completed.
Apr 13, 05:00 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 13, 02:00 MDT
Scheduled - On Tuesday, April 13th, between 02:00 and 05:00 (MDT), ProPay will perform platform maintenance, upgrading to version 21.04 on the live production system.

We anticipate no interruption in service during this update.

Version 21.04 includes the following fixes and improvements:

* IPv6 support added for single sign-on (SSO) pages.
* Continuing internal work to increase stability and scalability.
Apr 6, 13:41 MDT
Apr 12, 2021

No incidents reported.

Apr 11, 2021

No incidents reported.

Apr 10, 2021

No incidents reported.

Apr 9, 2021

No incidents reported.

Apr 8, 2021

No incidents reported.

Apr 7, 2021

No incidents reported.

Apr 6, 2021
Completed - The scheduled maintenance has been completed.
Apr 6, 17:00 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 6, 15:06 MDT
Update - We will be undergoing scheduled maintenance during this time.
Apr 6, 13:44 MDT
Scheduled - On Tuesday, April 6nd, between 15:00 and 17:00 (MDT), ProPay will perform an update on the partner integration test environment.

*** All services and sites may be unavailable during this time frame. ***

Version 21.04 includes the following fixes and improvements:

* IPv6 support added for SSO pages.
* Continuing internal work to increase stability and scalability.
Apr 6, 12:18 MDT
Postmortem - Read details
Apr 20, 08:51 MDT
Resolved - This incident has been resolved.
Apr 6, 12:26 MDT
Update - We are continuing to work on a fix for this issue.
Apr 6, 12:25 MDT
Identified - We are aware of an issue where www.propay.com is not loading consistently.

Our teams are assessing the situation to implement a resolution.

Users of www.propay.com web processing solutions can login directly at https://epay.propay.com/login until this issue is resolved.

This issue is not affecting processing.
Mar 30, 21:29 MDT