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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
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Payment Facilitation - Global Payments API (GP API)
Operational
Payment Facilitation - Cayan Genius
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xfer.propay.com - SFTP Reports
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Bank Transfers
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Integration TEST Environment
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Integrated Gateways
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3rd Party Providers
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Operational
Degraded Performance
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Scheduled Maintenance
ProPay Production Environment Scheduled Release Update 26.PI19.R1 (October Release) Oct 29, 2026 00:00-05:00 MDT
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.
Posted on Oct 23, 2026 - 07:44 MDT
*** 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.
Posted on Oct 23, 2026 - 07:44 MDT
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
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