This incident was the result of a major outage at the processor on which ProPay depends for clearing its transactions.

Mitigation efforts and failover measures were attempted by ProPay teams, but all sites of the processor were experiencing issues during the impact window - between 18:20-21:10 MT.

Partners and merchants were receiving timeout or other failure messages. Those transactions did not succeed and ProPay’s system does not retry or re-submit failed transactions in this scenario.

We have limited information on the exact nature of the root cause, but have been informed it was related to a system update at the processor which manifest an initial issue. It then escalated in severity as a result of cascading complications of mitigation actions taken.

Ultimately, once the situation was resolved and processor systems were available again, ProPay transactions resumed normal operations.

Please direct any follow up questions regarding this incident to your relationship manager or the ProPay Client Support Team.