Overview

On 4 May 2026, we identified an issue affecting a subset of RON, CZK & HUF payments processed via one of our network partners. While the payments themselves were successfully sent and debited by the network provider as expected, their final status updates were not reflected in our platform. This caused a number of payments to remain visible in submitted status even though processing had completed successfully at the bank level. All affected payments were completed via manual intervention and verified as debited.

Client Impact

Affected clients experienced delayed or incorrect payment status updates within the platform. Although the status visibility was impacted, no payments failed and no funds were lost; all affected transactions were confirmed as successfully debited. Clients were not required to take any action during the incident. Once payment completion was directly confirmed with our network provider, all impacted payments were manually updated to their correct completed status, fully resolving the issue.

Root Cause

The issue was caused by a delay in receiving final payment confirmation messages from our network provider for payments submitted during the high-volume bank holiday period. Although the payments were successfully received and processed and funds were debited as expected, an integration timing issue linked to the high-volume public holiday on 1 May meant that our network provider did not send the expected completion confirmation messages for that batch of payments. In the absence of these confirmations, the system was unable to automatically update the payment statuses, causing them to remain visible in submitted status despite having been completed. Once full processing was confirmed, the affected payment statuses were manually corrected to ensure accuracy. We continue to work closely with our network provider to prevent similar delays in status confirmations in the future and to improve monitoring for missing acknowledgements.