ProPay Reports Issue
Update - We have identified the cause of the issue. The reports are currently being delivered. We will update this incident shortly, after all reports have been delivered.
Nov 05, 2026 - 09:19 MST
Investigating - We are aware of an issue affecting the delivery of some ProPay Reports.
Our teams are working to correct the issue and will provide updates as they are available.
Nov 05, 2026 - 06:44 MST

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

Nov 5, 2026

Unresolved incident: ProPay Reports Issue.

Nov 4, 2026

ProPay Production Environment Scheduled Release Update 26.PI19.R1 (October Release) (Re-Release)
Completed - The scheduled maintenance has been completed.
Nov 4, 05:00 MST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 4, 00:00 MST
Update - We will be undergoing scheduled maintenance during this time.
Nov 2, 12:43 MST
Scheduled - On Wednesday, November 4th, between 00:00 and 05:00 (MT), ProPay will perform an upgrade to the production environment 26.PI19.R1 (October Release)

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

Note: This was originally scheduled Thursday, October 29th, but is being re-deployed 11/4/26.

*We have added the “Authorized Signer First Name” and “Authorized Signer Last Name” fields to the Partner Portal to support enhanced merchant onboarding data quality and compliance requirements. This will show in the Account Overview section of the Partner Portal

*We have corrected an issue with the TransType 34 API call, where transactions with insufficient funds were incorrectly returning ACHInReturned instead of ACHInRejected, causing downstream systems to misclassify failures and disrupt re-billing workflows. We have updated the TransType 34 response to return the correct status code.

*We have added BusinessZipCode validation to ensure data integrity and compliance, as previous API updates for U.S. business accounts were accepting invalid ZIP code values due to missing validation. We have updated all API calls with a value to return an accurate response if the value is invalid.

*We have improved the logic of the TransType 400 authorization API call to eliminate false Status 65 time out responses for transactions where payment authorizations succeeded.

*We have updated the logic of the Comprehensive Risk Chargeback Report, due to an issue where the report displayed the representment status inconsistently across each daily report.. The update will prevent the issue where the same chargeback line could switch between New and Resolved on this report. With this update, a chargeback in arbitration should show New until it is resolved, and a resolved chargeback should show Resolved and keep the correct representment date.
Nov 2, 08:06 MST

Nov 3, 2026

ProPay Website Login Issue
Postmortem - Read details
Nov 3, 18:48 MST
Resolved - The fix was successful. The issue is now closed.
Nov 3, 18:47 MST
Update - We have identified a fix for this issue, and we will be applying that fix at 18:00 MT this evening. All services may be down for a few minutes (we anticipate less than 5m in totality) while this fix is applied.
Nov 3, 11:06 MST
Update - We have identified what is blocking the code from being sent, and are working on a resolution to address that blocker.

We will provide additional updates as more information is available.
Nov 3, 10:08 MST
Identified - Our teams are aware of an issue with epay.propay.com not sending the code to allow you to login to our website.

We are working to identify and address it as soon as possible.

We will provide updates as additional information is available.
Nov 3, 10:07 MST

Nov 2, 2026

ProPay Feature Issue -
Postmortem - Read details
Nov 3, 07:52 MST
Resolved - Our teams are aware of an issue with epay.propay.com not sending the code to allow you to login to our website.
We are working to identify and address it as soon as possible.
We will provide updates as additional information is available.
Nov 2, 14:50 MST

Nov 1, 2026

New Ticketing System: Update
Completed - The scheduled maintenance has been completed.
Nov 1, 00:01 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 1, 00:00 MDT
Scheduled - 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
Oct 15, 11:30 MDT

Oct 31, 2026

No incidents reported.

Oct 30, 2026

No incidents reported.

Oct 29, 2026

ProPay Feature Issue - Partner Portal
Resolved - This incident has been resolved.
Oct 29, 16:46 MDT
Monitoring - A fix has been implemented and we are monitoring the results.
Oct 29, 15:14 MDT
Investigating - Our teams are aware of an issue with a ProPay feature.
We are working to identify and address it as soon as possible.
We will provide updates as additional information is available.
Oct 29, 11:51 MDT
ProPay System Processing Issue
Resolved - We are aware of an issue that is preventing some transactions from being processed.
Our teams are working to resolve the issue as quickly as possible.
Oct 29, 14:30 MDT
ProPay Production Environment Scheduled Release Update 26.PI19.R1 (October Release)
Completed - The scheduled maintenance has been completed.
Oct 29, 05:00 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 29, 00:00 MDT
Scheduled - On Thursday, October 29th, between 00:00 and 05:00 (MT), ProPay will perform an upgrade to the production environment 26.PI19.R1 (October Release)

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

*We have added the “Authorized Signer First Name” and “Authorized Signer Last Name” fields to the Partner Portal to support enhanced merchant onboarding data quality and compliance requirements. This will show in the Account Overview section of the Partner Portal

*We have corrected an issue with the TransType 34 API call, where transactions with insufficient funds were incorrectly returning ACHInReturned instead of ACHInRejected, causing downstream systems to misclassify failures and disrupt re-billing workflows. We have updated the TransType 34 response to return the correct status code.

*We have added BusinessZipCode validation to ensure data integrity and compliance, as previous API updates for U.S. business accounts were accepting invalid ZIP code values due to missing validation. We have updated all API calls with a value to return an accurate response if the value is invalid.

*We have improved the logic of the TransType 400 authorization API call to eliminate false Status 65 time out responses for transactions where payment authorizations succeeded.

*We have updated the logic of the Comprehensive Risk Chargeback Report, due to an issue where the report displayed the representment status inconsistently across each daily report.. The update will prevent the issue where the same chargeback line could switch between New and Resolved on this report. With this update, a chargeback in arbitration should show New until it is resolved, and a resolved chargeback should show Resolved and keep the correct representment date.
Oct 23, 07:44 MDT

Oct 28, 2026

ProPay Feature Issue - Sandbox Environment
Resolved - This incident has been resolved.
Oct 28, 12:54 MDT
Identified - The issue has been identified and a fix is being implemented.
Oct 28, 11:48 MDT
Investigating - Our teams are aware of an issue with a ProPay feature.
We are working to identify and address it as soon as possible.
We will provide updates as additional information is available.
Oct 28, 11:35 MDT

Oct 27, 2026

No incidents reported.

Oct 26, 2026

No incidents reported.

Oct 25, 2026

No incidents reported.

Oct 24, 2026

No incidents reported.

Oct 23, 2026

No incidents reported.

Oct 22, 2026

Transaction Refund Issue - 10/7/26
Resolved - We have been made aware that there was an issue in processing some refunds that were initiated 10/7/26.

We have identified and resubmitted all the transactions which did not refund successfully, and our SPM team will be in contact with partners with any affected merchants, with specific transaction information.
Oct 22, 10:28 MDT
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