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Vipps/MobilePay has implemented a fix and are monitoring the situation from their side

Vipps/MobilePay is experiencing problems with login into the app Please find more information via their status page https://status.vippsmobilepay.com/

MobilePay has implemented a correction and are monitoring the situation.

Please be aware that MobilePay is currently investigating degraded performance. For more detailed information please refer to https://status.vippsmobilepay.com/

The issue has not reoccurred, and the Shift4 system is working nominally.

The Card Acquirer Shift4 had some issues between 13:40 and 14:00, causing the transaction to timeout. The issue has been solved, and we are monitoring the situation closely.

After the capacity was expanded we now see that the search service has catched up

The capacity was expanded and the search service is catching up. We will keep monitoring the situation and let you know when the service is fully operational. Payment Processing is not affected and is working as expected.

When searching for a payment, the result might be incomplete. Processing is not affected. All payments are being processed as expected.

This incident has been resolved.

We have been informed that the provider for MitId is experiencing instability with processing validation for 3DS on card transactions. Please follow this link for more details from MitId https://digitaliser.dk/mitid/driftstatus-for-mitid

Our system interpreted falsely a change in nodes as a network operational issue, which was flagged from 10:50 AM to 11:29 AM November 21st. We would like to clarify that there was no downtime during that time, and all systems were and are operational. We have adjusted the check that caused the false positive. We are sorry for the inconvenience.

After continuous monitoring we confirm the issue has been resolved.

A fix was applied, and we can see that the error does not occur again 25-35 minutes after the hour. We will continue to monitor the situation.

We have identified an issue with the database for the 3DS service. There is a degraded performance from 25 to 35 minutes after the hour, every hour. We will be applying a fix shortly and monitor the situation.

This incident has been resolved.

The database cluster has been scaled, and the service is operational. We are monitoring the situation

We are continuing to work on a fix for this issue.

The database cluster is being scaled at the moment. You might experience downtime for up to two minutes during the failover operation.

The issue is identified and we are working on implementing a fix

We are currently investigating an issue with the Checkout API where payment methods are loading slow as well as the payment page itself is also loading slow. This is affecting Checkout API. If integrated via the merchant API (API/createPaymentRequest) then you are not affected.

After a period of monitoring without detecting any processing issue related to iDeal we are now resolving the incident

a correction has been implemented and operations are back to normal. We will monitor the situation

The issue has been identified and we are working on implementing a correction

We are currently investigating an issue where all iDeal payments are failing

Please note that the danish 3DS authentication service MitId is currently unavailable. Please see more details from MitId status page https://digitaliser.dk/mitid/driftstatus-for-mitid

This incident has been resolved.

The service is operational, and we are monitoring the situation.

----You are affected only if you are using the Checkout Service.---- An issue with the High Availability in our Checkout service is causing the service to be partially operable. We have identified the issue and we are applying a fix.

Reporting modules are back to normal operation

We have identified high response times that are affecting our reporting modules, the conversion / orders page, and the transaction / payments page. Symptoms: - When going to the payments page, you might not see the statuses - When calling the reporting database, you might not see the right result All other systems are operational, and payment processing is not affected

Our DNS provider has finalised the maintenance task without further operational issues. Systems are working as expected.

We have identified an issue with our DNS provider, causing some services not been reachable temporarily. The service has been restored. Timeframe of the Incident: 2024-06-14 08:13 to 08:22 CET We are monitoring the situation closely.

We are seeing that the transaction processing via Nets is back to normal again

We have been notified by Nets that they are currently experiencing degraded performance meaning that some transactions are not being processed but fail with connection timeout.

This incident has been solved. We have been monitoring that the traffic towards Elavon US is accepted from our full IP range since yesterday.

The connection towards Elavon US seems to be denied from specific network IP of the AltaPay Platform again. We have applied a fix to route the traffic in a different way, while we request Elavon US to lift the denial. IN the meantime transactions will go through as expected.

Elavon US has applied a fix in their infrastructure, and we are back to routing the traffic as expected. We are monitoring the situation.

A temporary fix was applied to route the traffic towards Elavon US through a network IP that will be allowed. In the meantime, we are in communication with Elavon US to sort this issue out permanently.

The connection towards Elavon US seems to be denied from specific network IP of the AltaPay Platform. The issue is affecting all transactions from that specific Network IP, amounting to approximately 50% of the transaction total. We are applying a fix to route the traffic in a different way, while we request Elavon US to look at the issue.

We have identified an issue with processing 3D Secure on transactions processed via Elavon US acquirer. Please note that this issue is affecting transactions processed in USD and CAD via acquirer Elavon US where transactions are declined in the 3D Secure authentication. Transactions processed in other currencies or via other acquirers are not affected by this.

The issue with degraded performance has been resolved and stable. outage start: 13:02 outage end: 13:11

We have been notified about an increased decline on in-store transactions processed via SHIFT4/Finaro/Credorax. outage start time: 13:02

This incident has been resolved.

fixed at 17:04

Since 16:11 we are being affected by ongoing infrastructure issues of Monet+, specifically the authorisation part. This affects terminals with Monet+ link. We will keep you posted in regards to the issue evolution and hopefully quick resolution.

This incident has now been resolved. We will roll back the workarounds to get back into normal operation

We continue to investigate the issue. For the time being we have implemented a workaround to ensure transactions can be processed.

We are continuing to investigate the issue

We are currently investigating an issue where Dankort is declined with error message: 3DS Decline: Could not request card ranges for Dankort via Nets The incident is isolated gateway release 20240313

This incident has been resolved.

Nets has implemented the fix and we see that Dankort Secured by Nets is working again and that transactions are accepted.

Nets has identified the issue being related to an upgrade of Dankort Directory Server. A fix is currently being prepared

We see that Dankort are declined in 3DS verification with error message: 3DS Decline: Could not request card ranges We are in contact with Nets to have the issue solved.

We are currently investigating this issue.

This incident has been resolved

A fix has been implemented and we are monitoring the situation

We are still seeing some dropouts so the correction implemented are not as stable as expected. We continue to work on implementing a correction

A fix has been implemented and we are currently monitoring the situation

We have identified a major network outage and are currently working on implementing a correction

This incident has been resolved

A fix has been implemented and we are monitoring the situation

We are currently seeing a very high decline rate on Vipps/MobilePay. We are in dialogue with Vipps/MobilePAy regarding this and a correction is being implemented.

The situation with the danish issuing banks seem to have been stabilised. For more info please refer to: https://www.nets.eu/no-nb/Pages/driftsstatus.aspx

We are currently seeing a higher decline rate than normal on danish issued cards. These declines are coming form the card issuing banks.

We have not been able to identify any general issue with the in-store terminal processing so this incident is considered to be solved.

We are currently investigating a possible issue with physical terminals in store where some hareware models are reporting the authorisation server as offline or transactions being rejected.

This incident has been resolved

The processing platform is back to normal operations. We will continue to monitor and investigate the root cause with our infrastructure provider.

We have identified the issue once again, and we are working closely with our infrastructure provider to mitigate the situation

The issue was resolved, and we are working on a mitigation. We continue to monitor the situation

We are continuing working with the infrastructure provider analysing the case.

We have identified the issue again, we are working closely with our infrastructure provider to mitigate the situation.

The issue was resolved, and we are working on a mitigation. We continue to monitor the situation.

The issue is occurring again, degrading the performance of the payment processing. We are investigating with our Infrastructure experts.

The transaction processing is now back to normal operation. We continue to monitor the situation.

We are still investigating the issue with degraded performance on the platform. Some transactions are rejected with error message 'no protocol' or 'Could not format method callback url'

We are currently investigating a possible issue with degraded performance on the payment platform

Some payments are not finalised and timing out after some time due to issues with the internal network of the infrastructure.

This incident has been resolved

A fix has been implemented and we are now monitoring the situation

We are in contact with the acquiring partner and the terminal supplier to solve an issue with a high decline of Card Present transactions with error code 126 indicating an issue with the encryption/decryption of the PIN block

Transaction processing are back to normal. We are monitoring the situation.

We are investigating a possible issue at the acquiring partner Rapyd/Valitor as we see that in-store transactions processed via Rapyd is being declined. All efforts are being put into mitigating and resolving the issue and we will continue to keep you updated. Please note that this issue is affecting in-store payments processed via the Rapyd/Valitor acquirer. Online transactions via Rapyd/Valitor as well as in-store transactions via other acquirers are not affected.

This incident has been resolved

We are continuing to monitor for any further issues.

A correction has been implemented and we are monitoring the situation

The acquiring partner Rapyd/Valitor continue to experience Network Issues which are resulting in some random outages. All efforts are being put into mitigating and resolving the issue and we will continue to keep you updated. Please note that this issue is affecting in-store payments processed via the Rapyd/Valitor acquirer. Online transactions via Rapyd/Valitor as well as in-store transactions via other acquirers are not affected.

This incident has been resolved

Upon further investigation we can confirm that processing of in-store transactions are back to normal. We will continue to monitor the situation

After further investigating we can still see that payments are failing.

The network issues has now been mitigated and processing of in-store transactions should be back to normal. Our team continues to monitor the issue.

The acquiring partner Rapyd/Valitor continue to experience Network Issues which are resulting in some outages. All efforts are being put into mitigating and resolving the issue and we will continue to keep you updated. Please note that this issue is affecting in-store payments processed via the Rapyd/Valitor acquirer. Online transactions via Rapyd/Valitor as well as in-store transactions via other acquirers are not affected.

The payment processing/acquiring partner continue to experience Network Issues which are resulting in some outages. All efforts are being put into mitigating and resolving the issue and we will continue to keep you updated.

We can confirm an issue with some in-store payment terminals where a high decline rate has been noticed. The terminal supplier is currently working on solving the issue

We are currently investigating a possible issue with some in-store payment terminals where a high decline rate has been noticed.

This incident has been resolved.

Our DNS service has applied a fix, and services are operational. We will continue monitoring the services closely in the meantime.

A possible processing issue with our DNS service provider has been identified Impact: Systems are not able to reach to altapaysecure.com or altapayplatform.com, unless DNS records are cached by your system. Investigations is ongoing and we will keep you updated. We apologize for any inconvenience this issue is causing.

Nets has resolved the issue and 3-D Secure service is operating normally.

Nets has resolved the issue and 3-D Secure service is operating normally again

Update: There are currently problems using the 3-D Secure service at Nets (Danish issued cards). Status: The root cause has been identified and Nets is working on implementing a fix. No estimated time for solution. Start: 2023-10-01 09:05 CEST Impact: We experience instability in 3-D Secure services. Transactions on Internet using 3-D Secure can be declined.

We got confirmation that the 3D Secure failures/declines are an issue at NETS, and are waiting them for further updates.

We are currently experiencing issues with 3D Secure and are currently investigating the issue together with Finaro.

The search service is operational again

The search service is currently down so no transactions can be searched. This is not affecting and transaction processing which is operating as normal

This incident is considered resolved

A fix has been implemented at the acquirer and we see that transactions are being accepted again

Currently there is a connectivity issue at the acquirer Finaro/Credorax which is affecting processing of payments. Transactions acquired via Valitor and Nets is working as expected. Finaro is workinig on solving the issue

The search service is again operational.

We are currently investigating an issue with the gateway search service, which can limit the ability to search for transactions on the gateway. This does not have an effect on payment processing.

The increase in 3D Secure related errors was related to an issue with our 3rd party 3D Secure processing provider. The issue has now been resolved.

We are currently investigating an issue related to an increase in 3D Secure related errors. We will send an update as soon as we have more information.

The issue has been resolved and all transactions have synced to the gateway. New transactions should be visible on the gateway as normal.

A fix has been implemented by the 3rd party provider. All POS transactions from 25/02 - 01/03 are syncing to the gateway continuously and it will take some time until it has fully synced. We are monitoring the situation.

Our 3rd party provider has informed us they continue to work on the issue, but we have received no further details at this time. We will update this status as soon as we receive any news on the situation.

We are currently experiencing issues with some POS transaction data not being uploaded to the payment gateway. This is caused by an issue with a 3rd party provider and we are awaiting further information.

**Impact:** 5 - Very high ‌ **Description & Scope of incident** All outgoing traffic was not passing through after a network/route preventing transactions from being processed in the timeframe 14:40 - 15:20 ‌ **Analysis of Incident** A planned network change was implemented in the network infrastructure. This caused all outgoing traffic to the internet and 3rd party connections to fail while all incoming traffic was working as expected. Our monitoring system was not set up to trigger an alarm on this exact scenario which caused a delay in detecting the issue. ‌ **Remedial Action** As soon as the root cause was identified the network change was reverted. Mitigation plan: * Update the monitoring to include additional checks to catch similar issues. * Improve and review Internal change management process with focus on implementing measures which can avoid similar issues being introduced.

This incident has been resolved

A fix has been implemented and we are monitoring the situation

The issue has been identified and we are working on implementing a fix.

We are currently investigating a connectivity issue where payments are rejected

This incident has been resolved

A fix has been implemented and authorisation request are now receiving a response form NETS. We are monitoring the situation

The issue has been identified and Nets is implementing a correction. We do see a small amount of in-store transaction being processed via Nets again however still many transactions are being rejected.

Nets is currently investigating an issue processing in-store transactions. Currently we can see that in-store transactions routed via Nets is rejected.

**Impact:** 1 - Low‌ **Description & Scope of incident** Some MobilePay transactions were internally declined when the card was tokenized and the acquirer was Finaro/Crederox. **Analysis of Incident** At 14:01 Some MobilePay transactions started to be marked with incorrect card scheme \(instead of MasterCard/Visa they were marked as ‘Unknown Card’\), but still processed 16:00 the underlying issue was identified 19:00 Monitoring systems indicated that some transactions were declined due to incorrect card scheme information 20:30 A fix was deployed to production which set correct card scheme information to new transactions ‌ **Remedial Action** 16/1-2023 All processed transactions with incorrect card type was updated to have proper card scheme information Mitigation plan: * Implemented additional checks/tests for serialization on MobilePay payload

This incident has been resolved

A fix has been implemented and we are monitoring the situation

The issue has been identified and a fix is being implemented.

We are currently experiencing issues with MobilePay transactions. We are currently working on a solution.

**Impact:** 5 - Very high ‌ **Description & Scope of incident** All merchants running gateway software version 20220525 were not able to process payments from 17:53 to 18:58 after applying aversion patch ‌ **Analysis of Incident** When applying the version patch for 20220525 it was at first reported as successful by the upgrade tool even though the patching was incomplete. Monitoring showed a processing issue and remedial action was initiated. ‌ **Remedial Action** Automatic rollback was attempted but failed Manual correction was initiated, and patching was completed at 18:58 where all services were restored. Mitigation plan: * Implement additional checks in the deployment automation tool to validate changes are persisted according to expectations * Ensure integrity of auxiliary resources when performing maintenance tasks

A patch has been applied at 18:59, and the issue has been solved. An incident report will be deliver during the next day.

A patch has been applied, and the issue should have been resolved. We are monitoring the situation.

There was an issue with the deployment process of a revision for 20220525. A patch is being applied.

Installations running 20220525 are not reachable at the moment. We are investigating the situation.

The issues with iDeal payments have been resolved and payments are being processed as normal

We have identified an issue with iDeal payments and a solution is currently being worked on. ETA is as of yet unknown.

MobilePay is back to normal operation. Investigation of the root cause and how to prevent a similar issue is ongoing at MobilePay.

We are currently investigating a possible issue with MobilePay transactions where MobilePay is not accepting the transactions. We have reached out to MobilePay for additional information

After continued monitoring we have concluded gateway performance and the logging database is behaving is normal.

We are currently monitoring the effect of the maintenance on the logging database. Performance is back to normal and HTTP logs are being populated, but might still have a slight delay.

We are currently performing an emergency maintenance on our logging database. Processing is working but feedback and status updates in the merchant interface will be delayed.

We experienced a interruption in our processing service in the timeframe 14:17 - 14:20 Impact: some transactions were not processed in the timeframe Cause: Some running services in the core infrastructure was not responding. Manual interaction to restart the services were initiated. We apologise for the inconvenience.

**Impact:** Low - 2 ‌ **Description & Scope of incident:** Some transactions cannot be found while searching. The search result returns empty search result leading one to think the transaction were not processed. Several merchants experienced the issue however not all were affected. While the search service was affected by this incident transactions were processed without any interruption. ‌ **Analysis of Incident:** After a deployment of the search service around 15:30 23/6, the historic search data was overwritten for merchants. This affected customers who had done payments in the timeframe of 15:30 – 16:00 on 23/6-2022 only leaving new payments searchable after 15:30 23/6. The issue was caused by incorrect user permissions, which also caused issues with the service to start. ‌ **Remedial Action:** Restore backup of the search service server. Changed endpoints to point to new server and then backfill missing data.

We are currently receiving many requests regarding payments that cannot be found on the Altapay platform and we are investigating this issue, which appears to have started yesterday 23/06 around 16:00 CEST. Please note that new payments should still be authorised correctly and for the affected payments it should still be possible to action captures, refunds and releases via the API.

Swish reports they have resolved the issue.

Swish is currently experiencing issues which causes authorizations with them to occasionally fail. We will monitor the situation and standby for any updates from Swish regarding their processing issues.

Cloudflare reports all systems operational and this aligns with what we are seeing in our monitoring.

Cloudflare is currently having issues, which means any merchant using Cloudflare might be seeing issues this morning with callbacks failing due to Cloudflare interferrence. Status can be followed on Cloudflares own status page here: https://www.cloudflarestatus.com/ We will continue to monitor the situation.

The ACS in question was NemID which had technical issues for a couple of hours. The issue is reported as resolved.

The issue has stopped and our partner reports the issue seems to have originated from a 3rd party access control server. We will continue to closely monitor that everything is operating smoothly.

We are continuing to work on a fix for this issue.

Our partner who handles the service which initializes 3DS requests confirms they are working on a solution on their end. We are awaiting further feedback from them and will provide an update accordingly as soon as possible.

We are currently seeing a degraded performance in 3DS authentications. The issue is being investigated.

**Impact:** High - 4 One of 4 nodes partially dropped 3DSecure requests ‌ **Description & Scope of incident:** A change put in place to correct a DNS routing issue affected the connectivity between 1 of the 4 nodes and the connector service related to 3DSecure validation was returning HTTP 403 error. ‌ **Analysis of Incident:** The change put in place to correct the DNS routing issue was silently failing when the required ip configuration of apache2 was blocking it from the new source. In the morning the monitoring showed a high number of declined transactions around 3DSecure for multiple merchants. This was confirmed by Support and Merchants calling in. The changes implemented 27-05-2022 was reverted as part of the rollback procedure and the affected services were restarted.

After extended monitoring we have registered no further issues with increased 3DS declines since the fix was implemented this morning.

An issue with an increased rate of 3DS declines was identified and a fix has been implemented. Transactions affected by the issue can be identified on the payment gateway with the following error messages: 3DS Decline: null 3DS Decline: Could not format method callback url We are currently monitoring the situation to ensure the fix is working as intended, so these errors should no longer occur.

The issue has been identified and we are working with Gothia on a solution. We are working with affected merchants individually hence we are closing this incident.

An issue has been identified with the payment method Gothia. No transactions are operational at the moment. We are investigating the issue and will provide details as soon as possible.

After further investigation an issue processing Mastercard between 09:49 - 09:56 has been identified and solved. We are awaiting further details from the acquirer who is investigating the possible cause with Mastercard.

A possible issue with 3DS authentication timeouts is being investigated. Impact: currently some transactions is failing with Authentication timeout during 3DS verification. Investigations are ongoing and we will keep you updated. We apologize for any inconvenience this issue is causing.