pavilionpayments Incident History

Resolved - Service Disruption — Core Services Resolved | July 17 at 1:25PM PT As of 1:30 PM PT, we can now confirm that our Core Services are operating at 100%, with no errors observed over the past 20 hours. All services are currently operating within expected parameters. We sincerely appreciate your patience and continued trust throughout this incident.

Service Disruption — Core Services Monitoring | July 17 at 11:00AM PT We continue to work toward full restoration of Core Services. Conditions remain stable and under close monitoring. We will share another update once there is further progress to report. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours

Service Disruption — Core Services Monitoring | July 16 at 10:40PM PT We continue to work toward full restoration of Core Services. Conditions remain stable and under close monitoring. We will share another update once there is further progress to report. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 12 hours

Monitoring | July 16 at 6:40PM PT We continue to work toward full restoration of Core Services. Conditions are stable and under close monitoring. We will share another update once there is further progress to report. Next update: Within 4 hours

Service Disruption — Core Services Monitoring | July 16 at 4:15PM PT We continue to work toward full restoration of Core Services. Conditions are stable and under close monitoring. We will share another update once there is further progress to report. Next update: Within 2 hours

Service Disruption — Core Services Update | July 16 at 3:15PM PT We continue to work toward full restoration of Core services. We will share another update once there is further progress to report. Next update: Within 30 minutes.

Service Disruption — Core Services Investigating | July 16 at 2:43PM PT We are aware of an issue currently affecting Core Services. Our team is actively investigating and working to restore full service as quickly as possible. We will provide updates as new information becomes available. Next update: Within 30 minutes.

Resolved - Service Degradation — Incident Resolved | July 14 at 4:40PM PT As of 4:40 PM PT, we can now confirm that our services are operating at 100%, with no errors observed over the past 16 hours. Our team successfully transitioned processing to a secondary environment, restoring customer connectivity and transaction functionality. We sincerely appreciate your patience and continued trust throughout this incident.

Service Degradation — Incident Update Monitoring | July 14 at 2:40PM PT Pavilion Payments processing services have been restored and are operational. Our team successfully transitioned processing to a secondary environment, restoring customer connectivity and transaction functionality. Pavilion Team continues to work with our third-party partner to investigate the underlying connectivity issue affecting the primary environment. A root cause analysis is in progress and will be shared once complete. If you experience a disruption in service, please contact our customer service center. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours.

Service Degradation — Incident Update Monitoring | July 14 at 12:30PM PT Pavilion Payments processing services have been restored and are operational. Our team successfully transitioned processing to a secondary environment, restoring customer connectivity and transaction functionality. Pavilion Team continues to work with our third-party partner to investigate the underlying connectivity issue affecting the primary environment. A root cause analysis is in progress and will be shared once complete. If you experience a disruption in service, please contact our customer service center. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours.

Service Degradation — Incident Update Monitoring | July 14 at 10:25AM PT Pavilion Payments processing services have been restored and are operational. Our team successfully transitioned processing to a secondary environment, restoring customer connectivity and transaction functionality. Pavilion Team continues to work with our third-party partner to investigate the underlying connectivity issue affecting the primary environment. A root cause analysis is in progress and will be shared once complete. If you experience a disruption in service, please contact our customer service center. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours.

Service Degradation — Incident Update Monitoring | July 14 at 02:25AM PT Pavilion Payments processing services have been restored and are operational. Our team successfully transitioned processing to a secondary environment, restoring customer connectivity and transaction functionality. Pavilion Team continues to work with our third-party partner to investigate the underlying connectivity issue affecting the primary environment. A root cause analysis is in progress and will be shared once complete. If you experience a disruption in service, please contact our customer service center. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 8 hours.

Service Degradation — Incident Update Monitoring | July 14 at 00:10AM PT Pavilion Payments VIP Lightspeed transaction processing services have been restored and are operational. Our team successfully transitioned processing to a secondary environment, restoring customer connectivity and transaction functionality. Pavilion Team continues to work with our third-party partner to investigate the underlying connectivity issue affecting the primary environment. A root cause analysis is in progress and will be shared once complete. If you experience a disruption in service, please contact our customer service center. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours.

We are currently investigating an issue impacting transaction processing and connectivity for certain Pavilion Payments services. Our teams are actively engaged with infrastructure and network resources to identify the root cause. We will continue to provide updates as more information becomes available. We apologize for the disruption and appreciate your patience while we work toward resolution.

Service Disruption — VIP Mobility Resolved | July 11 at 1:10AM PT As of 1:10 AM PT, we can confirm that our VIP Mobility Service has been fully restored and is operational. All services are currently operating within expected parameters. We sincerely appreciate your patience and continued trust throughout this incident.

Service Disruption — VIP Mobility Update | July 11 at 12:50 PT We are aware of ongoing issue currently affecting our VIP Mobility. Our team is actively investigating and working to restore full service as quickly as possible. We continue to work toward full restoration of VIP Mobility. Next update: Within 30 minutes.

Service Disruption — VIP Mobility Update | July 11 at 12:20 PT We are aware of ongoing issue currently affecting our VIP Mobility. Our team is actively investigating and working to restore full service as quickly as possible. We continue to work toward full restoration of VIP Mobility. Next update: Within 30 minutes.

Service Disruption — VIP Mobility Investigating | July 10 at 11:42PM PT We are aware of an issue currently affecting our VIP Mobility. Our team is actively investigating and working to restore full service as quickly as possible. We will provide updates as new information becomes available. Next update: Within 30 minutes.

VIP LightSpeed Gateway — Incident Update Resolved | July 8 at 3:25 PM PT We now confirm that VIP LightSpeed is operating at 100%, with no errors observed over the past 6 hours. This morning, our teams worked closely with our third-party vendors to troubleshoot the issue and identify the resolution that brought the platform back to full stability. A root cause analysis (RCA) will be communicated to our customers within 24 hours. We sincerely appreciate your patience and continued trust throughout this incident.

VIP LightSpeed Gateway — Incident Update Monitoring | July 8 at 12:45 PM PT We can now confirm that VIP LightSpeed is now operating at 100%, with no errors observed over the past 2 hours. This morning, our teams worked closely with our third-party vendors to troubleshoot the issue and identify the resolution that brought the platform back to full stability. Out of an abundance of caution, we will continue closely monitoring the platform over the next 2 hours before formally closing this incident. We will provide a final update once monitoring is complete and the incident is officially closed. A root cause analysis (RCA) will be communicated to our customers within 24 hours. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours.

VIP LightSpeed Gateway — Incident Update Monitoring | July 8 at 9:05 AM PT We can now confirm that VIP LightSpeed is now operating at 100%, with no errors observed over the past 30 minutes. This morning, our teams worked closely with our third-party vendors to troubleshoot the issue and identify the resolution that brought the platform back to full stability. Out of an abundance of caution, we will continue closely monitoring the platform over the next 4 hours before formally closing this incident. We will provide a final update once monitoring is complete and the incident is officially closed. A root cause analysis (RCA) will be communicated to our customers within 24 hours. We sincerely appreciate your patience and continued trust throughout this incident. Next update: Within 2 hours.

Service Disruption — VIP LightSpeed Monitoring | July 8 at 8:00 AM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeed Monitoring | July 7 at 8:00 PM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

VIP LightSpeed Gateway — Update Monitoring | July 7 at 4:00 PM PT Our teams applied the scheduled configuration update to the NGINX and VIP LightSpeed Gateway infrastructure during today's maintenance window. During validation, we identified that the change did not achieve the expected outcome, and as a precaution, our teams rolled back the update to restore the previous stable configuration. VIP LightSpeed is currently operating on the prior configuration, consistent with the error rates reported in our last update (3%-5%, below 10%). Our teams are continuing to work with our third-party vendor to reassess the approach and identify next steps toward a permanent fix. No further changes will be applied today. We will share a further update as soon as more information is available. Next update: Within 2 hours.

Scheduled Maintenance: VIP LightSpeed Gateway — Performance Improvement July 7 at 3:31PM PT We are extending our scheduled maintenance window for the VIP LightSpeed Gateway configuration update. The window will now run until 4:00 PM PST, rather than the originally scheduled 3:30 PM PST end time. We will post a follow-up update once the change is complete and confirmed stable. No action is required on your part. If you experience any issues during or after this window, please contact Pavilion Payments Customer Service. Next update: Within 2 hours.

Scheduled Maintenance: VIP Lightspeed Gateway — Performance Improvement Posted: July 7, 2026 Scheduled Window: Today, 3:00 - 3:30 PM PST Expected Impact: None — no downtime expected We will be applying a configuration update to our NGINX and VIP Lightspeed Gateway infrastructure today at 3:00 PM PST. This update addresses the intermittent transaction errors some properties have experienced since July 1 and has been validated in our test environment in coordination with our third-party vendor. This change will be applied using a rolling deployment process, and we do not expect any service interruption. All transaction types are expected to continue processing normally throughout the maintenance window. We will post a follow-up update once the change is complete and confirmed stable. No action is required on your part. If you experience any issues during or after this window, please contact Pavilion Payments Customer Service.

Service Disruption — VIP LightSpeed Monitoring | July 7 at 12:35 PM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeed Monitoring | July 7 at 10:30 AM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeed Monitoring | July 7 at 8:13 AM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeed Monitoring | July 6 at 8:22 PM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 6 at 4:10 PM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 4 hours.

Service Disruption — VIP LightSpeed Monitoring | July 6 at 12:10 PM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 4 hours.

Service Disruption — VIP LightSpeed Monitoring | July 6 at 8:10 AM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 4 hours.

Service Disruption — VIP LightSpeed Monitoring | July 5 at 8:10 PM PT VIP LightSpeed continues to operate between 3%-4% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 5 at 8:20 AM PT VIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 4 at 8:20 PM PT VIP LightSpeed continues to operate between 3%-6% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 4 at 8:27AM PT VIP LightSpeed continues to operate between 5%-8% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 3 at 8:30PM PT VIP LightSpeed continues to operate between 6%-8% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 3 at 8:52AM PT VIP LightSpeed continues to operate between 6%-10% error rate, consistent with our previous update. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 2 at 8:50PM PT VIP LightSpeed continues to operate between 6%-10% error rate, consistent with our previous update. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeed Monitoring | July 2 at 6:55PM PT We are aware of intermittent errors affecting VIP LightSpeed. These errors remain intermittent, are not widespread, and are not affecting all customers. We are currently operating at approximately a 10% error rate, which is low overall, and our teams are closely monitoring for any increase in errors. To maintain stability over the holiday weekend, we do not plan to make any further changes unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeed Investigating | July 2 at 6:20PM PT We are aware of intermittent errors affecting VIP LightSpeed. These errors are not widespread and are not affecting all customers. Our teams are actively investigating these errors, and this incident continues to be our highest priority. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 5:30PM PT We are aware of intermittent errors affecting VIP LightSpeed. These errors are not widespread and are not affecting all customers. Our teams are actively investigating these errors, and this incident continues to be our highest priority. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 30 minutes.

Service Restored — VIP LightSpeed Monitoring | July 2 at 4:20PM PT The change to VIP LightSpeed has been implemented. Our teams are continuing to actively monitor the service and transaction activity closely. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue. Next update: Within 2 hours.

Service Restored — VIP LightSpeed Monitoring | July 2 at 2:00PM PT The change to VIP LightSpeed has been implemented. Our teams are continuing to actively monitor the service and transaction activity closely. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue. Next update: Within 2 hours.

Service Restored — VIP LightSpeed Monitoring | July 2 at 1:35PM PT The change to VIP LightSpeed has been implemented. Our teams are continuing to actively monitor the service and transaction activity closely. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue. Next update: Within 30 minutes.

Service Restored — VIP LightSpeed Monitoring | July 2 at 12:55PM PT The change to VIP LightSpeed has been validated and tested, and the service is now fully restored. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Monitoring | July 2 at 12:40PM PT The fix has been implemented for VIP LightSpeed. Our teams are actively validating the change and closely monitoring the service to confirm full stability. We know this has been a frustrating experience, and we sincerely appreciate your continued patience and trust as we work to bring VIP LightSpeed back to full, stable operation. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Identified | July 2 at 12:05PM PT We know this has been a frustrating experience, and we're sorry for how long this disruption to VIP LightSpeed has continued. We understand the impact this has had on your ability to transact, and we don't take that lightly. Our teams have identified a resolution and will be applying a fix at 12:15PM PT (3:15PM ET). This fix is expected to require approximately 15-30 minutes of downtime, though we anticipate the actual time needed may be less. We sincerely appreciate your patience and continued trust while we work through this, and we will keep you updated as we make progress. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 11:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 11:15AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 10:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 10:15AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 9:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 9:15AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 8:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 7:12AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeed Investigating | July 2 at 6:33AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority. Next update: Within 30 minutes.

We are aware that some customers are intermittently experiencing the same issue with VIP LightSpeed that was previously reported and resolved yesterday. Our teams are actively investigating and working to confirm the cause and scope of this recurrence. Service restoration remains our highest priority. We will provide an update as soon as more information is available. We apologize for any continued inconvenience. Next update: Within 30 minutes.

VIP LightSpeed Gateway — Incident Update Resolved | July 8 at 3:25 PM PT We now confirm that VIP LightSpeed is operating at 100%, with no errors observed over the past 6 hours. This morning, our teams worked closely with our third-party vendors to troubleshoot the issue and identify the resolution that brought the platform back to full stability. A root cause analysis (RCA) will be communicated to our customers within 24 hours. We sincerely appreciate your patience and continued trust throughout this incident.

VIP LightSpeed Gateway — Incident UpdateMonitoring | July 8 at 12:45 PM PTWe can now confirm that VIP LightSpeed is now operating at 100%, with no errors observed over the past 2 hours. This morning, our teams worked closely with our third-party vendors to troubleshoot the issue and identify the resolution that brought the platform back to full stability.Out of an abundance of caution, we will continue closely monitoring the platform over the next 2 hours before formally closing this incident. We will provide a final update once monitoring is complete and the incident is officially closed. A root cause analysis (RCA) will be communicated to our customers within 24 hours. We sincerely appreciate your patience and continued trust throughout this incident.Next update: Within 2 hours.

VIP LightSpeed Gateway — Incident UpdateMonitoring | July 8 at 9:05 AM PTWe can now confirm that VIP LightSpeed is now operating at 100%, with no errors observed over the past 30 minutes. This morning, our teams worked closely with our third-party vendors to troubleshoot the issue and identify the resolution that brought the platform back to full stability.Out of an abundance of caution, we will continue closely monitoring the platform over the next 4 hours before formally closing this incident. We will provide a final update once monitoring is complete and the incident is officially closed. A root cause analysis (RCA) will be communicated to our customers within 24 hours. We sincerely appreciate your patience and continued trust throughout this incident.Next update: Within 2 hours.

Service Disruption — VIP LightSpeedMonitoring | July 8 at 8:00 AM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeedMonitoring | July 7 at 8:00 PM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

VIP LightSpeed Gateway — UpdateMonitoring | July 7 at 4:00 PM PTOur teams applied the scheduled configuration update to the NGINX and VIP LightSpeed Gateway infrastructure during today's maintenance window. During validation, we identified that the change did not achieve the expected outcome, and as a precaution, our teams rolled back the update to restore the previous stable configuration.VIP LightSpeed is currently operating on the prior configuration, consistent with the error rates reported in our last update (3%-5%, below 10%). Our teams are continuing to work with our third-party vendor to reassess the approach and identify next steps toward a permanent fix. No further changes will be applied today. We will share a further update as soon as more information is available.Next update: Within 2 hours.

Scheduled Maintenance: VIP LightSpeed Gateway — Performance ImprovementJuly 7 at 3:31PM PTWe are extending our scheduled maintenance window for the VIP LightSpeed Gateway configuration update. The window will now run until 4:00 PM PST, rather than the originally scheduled 3:30 PM PST end time.We will post a follow-up update once the change is complete and confirmed stable. No action is required on your part. If you experience any issues during or after this window, please contact Pavilion Payments Customer Service.Next update: Within 2 hours.

Scheduled Maintenance: VIP Lightspeed Gateway — Performance ImprovementPosted: July 7, 2026Scheduled Window: Today, 3:00 - 3:30 PM PSTExpected Impact: None — no downtime expectedWe will be applying a configuration update to our NGINX and VIP Lightspeed Gateway infrastructure today at 3:00 PM PST. This update addresses the intermittent transaction errors some properties have experienced since July 1 and has been validated in our test environment in coordination with our third-party vendor.This change will be applied using a rolling deployment process, and we do not expect any service interruption. All transaction types are expected to continue processing normally throughout the maintenance window.We will post a follow-up update once the change is complete and confirmed stable. No action is required on your part.If you experience any issues during or after this window, please contact Pavilion Payments Customer Service.

Service Disruption — VIP LightSpeedMonitoring | July 7 at 12:35 PM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeedMonitoring | July 7 at 10:30 AM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeedMonitoring | July 7 at 8:13 AM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 2 hours.

Service Disruption — VIP LightSpeedMonitoring | July 6 at 8:22 PM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 6 at 4:10 PM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 4 hours.

Service Disruption — VIP LightSpeedMonitoring | July 6 at 12:10 PM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 4 hours.

Service Disruption — VIP LightSpeedMonitoring | July 6 at 8:10 AM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation. We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue. Next update: Within 4 hours.

Service Disruption — VIP LightSpeedMonitoring | July 5 at 8:10 PM PTVIP LightSpeed continues to operate between 3%-4% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 5 at 8:20 AM PTVIP LightSpeed continues to operate between 3%-5% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 4 at 8:20 PM PTVIP LightSpeed continues to operate between 3%-6% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 4 at 8:27AM PTVIP LightSpeed continues to operate between 5%-8% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 3 at 8:30PM PTVIP LightSpeed continues to operate between 6%-8% error rate, consistent with our previous update and below 10%. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 3 at 8:52AM PTVIP LightSpeed continues to operate between 6%-10% error rate, consistent with our previous update. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 2 at 8:50PM PTVIP LightSpeed continues to operate between 6%-10% error rate, consistent with our previous update. These errors remain intermittent, are not widespread, and are not affecting all customers. Our teams have not observed any increase in errors or degradation in service since our last update, and we continue to closely monitor the situation.As previously communicated, we do not plan to make any further changes over the holiday weekend unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 12 hours.

Service Disruption — VIP LightSpeedMonitoring | July 2 at 6:55PM PTWe are aware of intermittent errors affecting VIP LightSpeed. These errors remain intermittent, are not widespread, and are not affecting all customers. We are currently operating at approximately a 10% error rate, which is low overall, and our teams are closely monitoring for any increase in errors.To maintain stability over the holiday weekend, we do not plan to make any further changes unless we observe severe degradation in service. This incident continues to be our #1 priority, and our teams remain fully engaged.We know this has been a challenging experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 2 hours.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 6:20PM PTWe are aware of intermittent errors affecting VIP LightSpeed. These errors are not widespread and are not affecting all customers. Our teams are actively investigating these errors, and this incident continues to be our highest priority.We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 5:30PM PTWe are aware of intermittent errors affecting VIP LightSpeed. These errors are not widespread and are not affecting all customers. Our teams are actively investigating these errors, and this incident continues to be our highest priority.We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we work through this issue.Next update: Within 30 minutes.

Service Restored — VIP LightSpeedMonitoring | July 2 at 4:20PM PTThe change to VIP LightSpeed has been implemented. Our teams are continuing to actively monitor the service and transaction activity closely. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues.We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue.Next update: Within 2 hours.

Service Restored — VIP LightSpeedMonitoring | July 2 at 2:00PM PTThe change to VIP LightSpeed has been implemented. Our teams are continuing to actively monitor the service and transaction activity closely. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues.We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue.Next update: Within 2 hours.

Service Restored — VIP LightSpeedMonitoring | July 2 at 1:35PM PTThe change to VIP LightSpeed has been implemented. Our teams are continuing to actively monitor the service and transaction activity closely. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues.We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue.Next update: Within 30 minutes.

Service Restored — VIP LightSpeedMonitoring | July 2 at 12:55PM PT The change to VIP LightSpeed has been validated and tested, and the service is now fully restored. If you continue to experience any issues, please restart the VIP LightSpeed client/Pax device, as this may resolve any residual connectivity issues. We know this has been a frustrating experience, and we sincerely appreciate your patience and continued trust while we worked through this issue. Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedMonitoring | July 2 at 12:40PM PTThe fix has been implemented for VIP LightSpeed. Our teams are actively validating the change and closely monitoring the service to confirm full stability.We know this has been a frustrating experience, and we sincerely appreciate your continued patience and trust as we work to bring VIP LightSpeed back to full, stable operation.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedIdentified | July 2 at 12:05PM PT We know this has been a frustrating experience, and we're sorry for how long this disruption to VIP LightSpeed has continued. We understand the impact this has had on your ability to transact, and we don't take that lightly. Our teams have identified a resolution and will be applying a fix at 12:15PM PT (3:15PM ET). This fix is expected to require approximately 15-30 minutes of downtime, though we anticipate the actual time needed may be less. We sincerely appreciate your patience and continued trust while we work through this, and we will keep you updated as we make progress.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 11:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 11:15AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 10:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 10:15AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 9:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 9:15AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 8:45AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 7:12AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

Service Disruption — VIP LightSpeedInvestigating | July 2 at 6:33AM PT Our teams continue to work urgently to resolve the intermittent issue impacting VIP LightSpeed. Investigation and active monitoring remain in progress, with resources focused on restoring service as quickly as possible. While there are no new developments to report at this time, this issue remains our highest priority.Next update: Within 30 minutes.

We are aware that some customers are intermittently experiencing the same issue with VIP LightSpeed that was previously reported and resolved yesterday. Our teams are actively investigating and working to confirm the cause and scope of this recurrence. Service restoration remains our highest priority. We will provide an update as soon as more information is available. We apologize for any continued inconvenience.Next update: Within 30 minutes.