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The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

On 30/05/2025, we will be performing scheduled maintenance on our platform. We do not expect any impact on transaction processing during this time. If you notice anything unusual, please contact us at Tech-Support@emerchantpay.com.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

On 2025-05-29, we will be performing scheduled maintenance on our platform. We do not expect any impact on transaction processing during this time. If you notice anything unusual, please contact us at Tech-Support@emerchantpay.com.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

On [INSERT DATE], we will be performing scheduled maintenance on our platform. We do not expect any impact on transaction processing during this time. If you notice anything unusual, please contact us at Tech-Support@emerchantpay.com.

This incident has been resolved.

Dear Valued Partner, We have identified a partial disruption affecting 3DSv2 authentication of transactions processing with Mastercard and VISA. We are in close communication with the 3DS provider to resolve the problem as soon as possible and keep monitoring the transactions. Please accept our apologies for the caused inconvenience. Kind regards, Technical Support Team

Dear Customer, A hotfix resolving the Mastercard issue has been deployed successfully by the ECP acquirer, and thus the issue has been fully rectified. If you experience any problems during payment processing, please don’t hesitate to contact our Tech Support team. We’ll continue to monitor our systems closely and keep you informed as needed.

Dear customer, Note we have identified an issue related to transaction declines with an unknown reason related to Mastercard card brand only with the ECP acquirer. The issue seems to affect Mastercard transactions only partially, as most are passing successfully. Please rest assured that we have escalated to the ECP acquirer already and are working together with the highest priority on the matter to resolve it as soon as possible. We appreciate your understanding, and please accept our apologies for any inconvenience caused. Should you have any questions or require further assistance, please do not hesitate to contact our Tech Support team at tech-support@emerchantpay.com

This incident has been resolved.

Dear Valued Partner, Please be informed that the recent disruption in payment processing services with the ECP acquirer has been resolved, and normal transaction processing has resumed. We are continuing to actively monitor the situation. We will update the status page accordingly once we are assured that the issue is resolved permanently at the upstream provider. For more information, please contact us at tech-support@emerchantpay.com. Thank you for your patience on the matter. Kind Regards, Tech Support Team

Dear Valued Partner, Please be informed that we are currently experiencing issues with one of our external providers ECP and the transaction processing through this acquirer was temporary disabled. There is no impact on transactions submitted through other acquirers. We will update the status page immediately once the processing thru the ECP acquirer is restored and all is back to normal. For more information, please contact us at tech-support@emerchantpay.com Thank you for your patience on the matter. Kind Regards, Tech-Support Team

This incident has been resolved.

Dear Partner, Please be advised that we're experiencing an issue affecting the processing of a significant portion of our transactions. Our teams are already working on resolving the problem and we will provide timely updates when more information becomes available. If you would like to receive more information, please contact us through our email address: Tech-Support@emerchantpay.com Thank you for your patience and understanding on this matter. Kind regards, eMerchantpay Technical Support Team

This incident has been resolved.

Dear Partner, Please be advised that we are experiencing an issue affecting the processing for one of our acquirers. Our teams are already working on resolving the problems caused by the external processor. Once we have more information, an additional update will be sent here. Please, accept our sincere apologies for the inconvenience. Kind regards, emerchantpay Technical Support Team

This incident has been resolved.

We are still investigating the issue

Dear Partner, Please be advised that we are experiencing an issue affecting the processing for one of our acquirers. Our teams are already working on resolving the problem and escalated the connection issues to the external provider. Once we have more information, an additional update will be sent here. Please, accept our sincere apologies for the inconvenience. Kind regards, emerchantpay Technical Support Team

Dear Partner, Please be advised that the issue affecting the processing of 3D-Secure transactions with Mastercard has been resolved and processing returned back to normal. Incident Start Date: 2023-06-12 11:04 UTC Incident End Date: 2023-06-12 14:42 UTC In case you need further information or have noticed any issues, please feel free to reach us at tech-support@emerchantpay.com Kind Regards, Technical Support Team

Dear Partner, Please kindly be informed that we are currently experiencing intermittent issues affecting our 3D-Secure transactions with Mastercard only. We have identified the problem - it is related to Mastercard causing part of the transaction 3DS authentication to fail with "The connection to the Directory Server has failed". We have contacted our MPI provider and we are working together to resolve it as soon as possible in sync with Mastercard. Once we have more information, an additional update will be sent here. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team

This incident has been resolved.

Dear Partner, Please be advised that we are experiencing an issue affecting the processing of а significant portion of our transactions Our teams are already working on resolving the problem and we will provide timely updates when more information becomes available. If you would like to receive more information, please contact us through our email address Tech-Support@emerchantpay.com Please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Technical Support Team

Dear Valued Partner, Please accept our apologies for the inconvenience caused. We have reviewed the issue with our MPI provider and can confirm that it is no longer present. The affected are 3DS transactions, both Visa and Mastercard. It's related to MPI provider issues which have been resolved. The issue was present from 14:07 UTC to 20:00 UTC on Mar 21 2023. In case you need further information or have noticed any issues, please feel free to reach us at tech-support@emerchantpay.com Kind Regards, Technical Support Team

We are continuing to investigate this issue.

Dear Valued Partner, We have identified a partial disruption affecting 3DSv2 authentication of transactions processing with Mastercard and VISA. We are in close communication with the 3DS provider to resolve the problem as soon as possible and keep monitoring the transactions. Please accept our apologies for the caused inconvenience. Kind regards, Technical Support Team

Dear Valued Partner, Please accept our apologies for the inconvenience caused. We have reviewed the issue with our MPI provider and can confirm that it is no longer present. The affected are 3DS transactions, both Visa and Mastercard. It's related to MPI provider issues which have been resolved. The issue was present from 19:45 to 21:35 UTC on Mar 20 2023. In case you need further information or have noticed any issues, please feel free to reach us at tech-support@emerchantpay.com Kind Regards, Technical Support Team

We are continuing to investigate this issue.

Dear Valued Partner, We have identified a partial disruption affecting 3DSv2 transactions authentication with MasterCard and VISA. We are in close communication with the 3DS provider to resolve the problem as soon as possible and keep monitoring the transactions. Please accept our apologies for the caused inconvenience. Kind regards, Technical Support Team

Dear Partner, Please be advised that the issue affecting the processing of Visa OCT transactions has been resolved and the processing returned back to normal. Incident Start Date: 2023-02-21 10:09 UTC Incident End Date: 2023-02-21 16:53 UTC If you still notice anything unusual, please contact us at Tech-Support@emerchantpay.com. Regards emerchantpay Technical Support Team

Dear Partner, We have identified an issue with one of our upstream providers that is partially affecting the processing of Visa OCT transactions. The provider is actively working on a solution to restore the payment processing back to operational. We will provide timely updates as soon as the information becomes available. Regards emerchantpay Technical Support Team

Dear Partner, Please be advised that we have experienced temporary network disruption in one of our data centers partially affecting our transaction processing. The issue has been resolved and the services were fully restored and operational. Incident Start Date: Jan 3rd 2023 23:51 UTC Incident End Date: Jan 4th 2023 03:03 UTC If you still observed any negative impact on transaction processing, please contact us through our email address Tech-Support@emerchantpay.com. Please accept our apologies for any inconvenience caused. Kind regards,

Dear Valued Partner, We have been informed by Mastercard of an intermittent service disruption which has been identified and resolved on their end. The disruption occurred yesterday, the 30th of November 2022. The customers may have experienced failures for 3DS transactions. Start: 30 November 2022, 08:24 UTC End: 30 November 2022, 12:17 UTC Mastercard Reference Number: INC000000273760 We remain at your disposal should you have any questions. Kind Regards, emerchantpay Tech-Support Team

Dear Partner, Please kindly note that the temporary issue from today was resolved on our end. We are currently monitoring the environment and the transaction processing and everything is back to normal. Please accept our apologies for the inconvenience caused. Kind Regards, Tech-Support team.

Dear Partner, Please be advised that we are experiencing an issue affecting the processing of all our transactions. Our teams are already working on resolving the problem and we will provide timely updates when more information becomes available. Additionally, we have escalated the issue with highest priority possible. If you would like to receive more information, please contact us through our email address Tech-Support@emerchantpay.com Please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Technical Support Team

Dear Partner, Please be advised that the temporary issue partially affecting our transaction processing has been resolved and service is fully restored. Incident Start Date: 11:30 PM GMT+2 Incident End Date: 12:20 AM GMT+2 We have experienced a temporary network issue in one of our data centers. Please kindly note that further detailed investigation is in progress. We will update you once we have more details. If you still observed any negative impact on transaction processing, please contact us through our email address Tech-Support@emerchantpay.com Please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Technical Support Team

Dear Partner, Please be advised that we are experiencing an issue affecting the processing of a small percentage of our transactions. Our teams are already working on resolving the problem and we will provide timely updates when more information becomes available. If you would like to receive more information, please contact us through our email address Tech-Support@emerchantpay.com Please accept our apologies for any inconvenience caused. Kind regards, Technical Support Team

Dear Valued Partner, The temporary processing disruption on November 09, 2021 from 21:56 UTC to 23:00 UTC partially affecting MasterCard authorizations, has already been resolved by MasterCard. Everything seems stable now, but we are still expecting the final analysis of the root cause from our provider. We shall keep monitoring the transactions in order to make sure that it will not appear again. Please, accept our apologies for any inconvenience caused! Kind regards, Technical Support Team

Please be advised that we have identified temporary issues with Mastercard transaction processing. This is confirmed to be 100% MasterCard related, and not caused by our gateway. This issue causes Mastercard transactions to fail with errors 07-Honour with ID and 08-Time-Out. We were advised by our provider that MasterCard are performing maintenance at the moment and are working to resolve the issue as soon as possible. Kind regards, Technical Support Team

This incident has been resolved.

Dear Valued Partner, We have identified a partial disruption, from Oct 15, 2021, 06:29 UTC to Oct 15, 2021, 11:00 UTC affecting 3DSv2 transactions' authentication with MasterCard. It has been classified as a fully MasterCard Directory Server issue. MasterCard has already resolved the issue and now everything seems stable. We shall keep monitoring the transactions in order to make sure that it will not appear again. Please accept our apologies for the caused inconvenience. Kind regards, Technical Support Team

Dear Partner, Please be advised that the temporary network issue we experienced has been fully resolved right after the mitigation we performed. Our detailed analysis has shown abnormal behavior of a network component, which despite being highly available, was not operating as it was supposed to and created temporary hiccups. Please accept our apologies for any inconvenience caused. Kind regards, Emerchantpay Tech Support team

Dear Partner, Please kindly note that we are experiencing network issues between our data centers which cause partial service disruption with our gateway. The root cause is currently being investigated. We will keep you updated on an ongoing basis, and inform you once the issue is resolved. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Kind Regards, Emerchantpay Technical Support Team

Dear Valued Partner, Please accept our apologies for the inconvenience caused. We have reviewed the issue with our MPI provider and can confirm that it is no longer present. The affected transactions are almost only Visa card related and only 3DSv1 transactions. We have also been informed by our MPI provided that this is not an issue with the MPI, but with Visa itself. The issue was present from 16:30 to 20:05 28th of July 2021 UTC. We will keep monitoring the transactions in order to make sure that it will not appear again. In case you need further information or have noticed any issues, please feel free to reach us at tech-support@emerchantpay.com Kind Regards, Technical Support Team

Dear Valued Partner, Please kindly be informed that we are currently experiencing a partial outage affecting our 3DSecure transactions. We have identified the issue and our 3D MPI fails to perform authentication which is causing the error message "The connection to the Directory Server timed out". We have contacted our MPI provider and we are working together to resolve it as soon as possible. Once we have more information an update will be sent through the status page. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team

Dear Partner, The issue has been resolved by VISA and no network interruptions are observed anymore. Kind regards, emerchantpay Technical Support Team

Dear Partner, We have been informed by VISA about intermittent spikes in their network activity which is affecting the availability of some services including Visa Secure and EMV 3DS. We will provide timely updates as soon as more information becomes available. Kind regards, emerchantpay Technical Support Team

This incident has been resolved.

Dear Partner, Please be advised that the ECP acquirer has managed to restore their service and now they confirmed to be up and running. The root cause analysis and investigation continue on their end. We will provide you with timely updates as soon as more information becomes available. Thank you for your understanding and please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Technical Support Team

Dear Partner, Please be advised that the ECP acquirer is currently experiencing an incident that is affecting the transaction processing. We will provide you with timely updates as soon as more information becomes available. Thank you for your understanding and please accept our apologies for any inconvenience caused to you and your clients. Kind regards, emerchantpay Technical Support Team

Dear Partner, The problem with the increased response time has been resolved. Please accept our apologies for any inconveniences caused. Kind regards, emerchantpay Technical Support Team

Dear Partner, We are currently experiencing a high load on our Web Payment Form and the response time is increased. Our technical team is working to increase the capacity and to resolve the problem. We will update you as soon as possible when we have an update on the situation. Kind regards, emerchantpay Technical Support Team

Dear Valued Partner, Please kindly note that the temporary processing disruption that affected some of the Visa and MasterCard 3DSv1 transactions to fail with "The connection to the Directory Server timed out", is now resolved and the problem must have been because of a specific ACS provider. We shall continue monitoring the 3DS traffic to ensure that no processing interruption is to happen. Kind regards, emerchantpay Tech Support team

Dear Valued Partner, Please kindly note that we have identified temporary issues with the external 3DS provider specifically, causing some of the Visa and Mastercard 3DSv1 transactions to fail with the error message "The connection to the Directory Server timed out". We have already escalated to the responsible 3DS provider team, and they are working on the resolution of the issue. Please accept our sincere apologies for the inconvenience. Kind regards, emerchantpay Tech Support team

Dear Partner, As a postmortem, after investigating and contacting our MPI provider, MasterCard, and the used ACS, it seems the issue was between MasterCard and the ACS with BIN 521729. Please accept our apologies for the caused inconvenience! Kind regards, emerchantpay Tech Support team

Dear partner, The issue is now resolved and the Mastercard 3DSv1 authentication process is now back to normal working. More information can be found below: - Card Brands - Mainly Mastercard, but there are Visa affected as well. - Error Message returned - The connection to the Directory Server timed out. - Start Date/Time: February 26, 2021 04:57:00 UTC - End Date/Time: February 26, 2021 08:55:54 UTC Please accept our apologies for the caused inconvenience! Kind regards, emerchantpay Tech Support team

Dear partner, Please be advised that we have identified temporary issues with the Mastercard 3DSv1 authentication process. More information can be found below: - Card Brands - Mainly Mastercard, but there are Visa affected as well. - Error Message returned - The connection to the Directory Server timed out. - Start Date/Time: February 26, 2021 04:57:00 UTC - End Date/Time: Ongoing More details will be provided once we receive more information from our MPI provider. Kind regards, emerchantpay Tech Support team

Dear partner, We would like to inform you that there was a temporary service disruption with the upstream processor of the ECP acquirer in the below timeframe: - Start Date/Time: February 26, 2021 15:25:58 UTC - End Date/Time: February 26, 2021 15:38:56 UTC Kind regards, emerchantpay Tech Support team

Dear partner, Please be advised that the temporary issues with the Mastercard 3DSv1 authentication process are now fully resolved by MasterCard. We have confirmed the impact timeframe starting on February 17th 06:59 UTC and ending at 08:19 UTC. During this period, intermittent authentication failures for MasterCard 3DSv1 only might have been experienced. We shall continue to monitor actively the 3DS traffic. Please accept our sincere apologies for the inconvenience. Kind Regards

Dear partner, Please be advised that we have identified temporary issues with Mastercard 3DSv1 authentication process. This is confirmed to be 100% MasterCard related, and not caused by our MPI provider. This issue started on February 17th 06:59 UTC and caused 3DSv1 transactions to fail with the error "3-D Secure Error response with code '99' and error message 'Permanent system failure'". We have already escalated to the responsible MPI provider team and Mastercard, and MasterCard are working on a resolution of the issue. Please accept our sincere apologies for the inconvenience. Kind Regards

Dear partner, Please be advised that the temporary issues with the Mastercard 3DSv1 authentication process are now fully resolved by MasterCard. We have confirmed the impact timeframe starting on 05 February 00:30 CT (06:30 UTC) and ending at 04:00 CT (10:00 UTC). During this period, intermittent authentication failures for MasterCard 3DSv1 only might have been experienced. Please accept our sincere apologies for the inconvenience. Kind Regards Technical Support Team

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

Dear partner, Please be advised that we have identified temporary issues with Mastercard 3DSv1 authentication process. This is confirmed to be 100% MasterCard related, and not caused by our MPI provider. This issue causes 3DSv1 transactions to fail with the error "3-D Secure Error response with code '99' and error message 'Permanent system failure'. We have already escalated to the responsible MPI provider team and Mastercard, and MasterCard are working on a resolution of the issue. Please accept our sincere apologies for the inconvenience. Kind Regards Technical Support Team

Dear Valued Partner, We have found and resolved the root cause of the issue. We optimized our database configuration for range index dive limit, to optimize a complex DB query that suddenly started misbehaving this morning, without any development or infrastructure changes from our side (DB statistics related). We have already applied a fix for this and the processing time of the transactions is now normal and as before. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team

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

We are continuing to investigate this issue.

Dear Valued Partner, We are currently experiencing an issue which causes transactions to be processed slower than usual. We are working with our development and infrastructure teams to find the root cause of the issue. We will provide you with an update shortly. Kind regards, Technical Support Team

Dear partner, Please be advised that the temporary network issue we experienced yesterday with one of our data centers has been fully resolved right after the mitigation we performed. Our detailed analysis has shown abnormal behaviour of a critical network component, which despite being highly available, was not operating as it was supposed to and created temporary hiccups. Further investigation with the manufacturer of this network component is in progress in order to avoid this issue from happening ever again. Please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Tech Support team

Dear partner, We have experienced a temporary network issue in one of our data centres. Please kindly note that the issue has been mitigated now and further detailed investigation is in progress. We will update you once we have more details. Thank you for your understanding and please accept our apologies for any inconvenience caused. Kind regards, Tech Support

Dear partner, We are experiencing a temporary service disruption. Investigation is in progress and we will update you once we have more details. Thank you for your understanding and please accept our apologies for any inconvenience caused. Kind regards, Tech Support

Dear partner, Please be advised that the temporary network issue we experienced yesterday with one of our data centers has been fully resolved right after the mitigation we performed. Our detailed analysis has shown abnormal behaviour of a critical network component, which despite being highly available, was not operating as it was supposed to and created temporary hiccups. Please accept our apologies for any inconvenience caused. Kind regards, emerchantpay Tech Support team

Dear partner, We have experienced a temporary network issue in one of our data centers. Please kindly note that the issue has been mitigated now and further detailed investigation is in progress. We will update you once we have more details. Thank you for your understanding and please accept our apologies for any inconvenience caused. Kind regards, Tech Support

This incident has been resolved.

Dear Valued Partner, Please note, the issue has been resolved and all Visa 3DSv1 processing is fully operational. We will continue monitoring and inform you timely if any further issues arise. Please accept our sincere apologies for any caused inconveniences. Kind Regards

Dear Valued Partner, We have narrowed down the issue - it is affecting only 3DSv1 transactions with VISA card brand only. It’s due to Directory Server issues at Visa, not related to our MPI provider. We are working closely with the necessary third parties in order to get this issue resolved as soon as we can and to get additional information about it. Please note, Visa and MasterCard 3DSv2 processing is still fully operational and there is no impact. Please accept our sincere apologies for any caused inconveniences. Kind Regards

Dear Valued Partner, We have identified partial service disruption, affecting some of the 3DS transactions. We are working towards resolution with our 3DS MPI service provider. The issue is causing some of 3DS transactions to fail due to communication errors with the Directory Server. We have already addressed this incident to the responsible departments and are working towards the resolution of the issue. Please accept our apologies for the caused inconvenience.

Dear partner, Please kindly note we have been actively monitoring the 3DS traffic in the past few weeks, along with the respective timeouts, and can confirm that the problem we experienced with our 3DS MPI service provider has been mitigated, to the best extent possible at present. In case you notice an elevated number or any peaks in failing transactions through our 3DS MPI service, please let us know as soon as possible. Note also that a few failed 3DS transactions per day caused by MPI timeouts occasionally can happen, due to the nature of the public internet. Moreover, the 3DSv2 and SCA timeframes and looming enforcement generate some friction in the ecosystem, and we’ve seen scheme directory server timeouts and issuer ACS server malfunctions, to name a few. We are actively working with any third party, be it MPI providers, issuers, acquirers, and schemes directly to offer the most robust and scalable 3DS offering in the market. Further analysis is being done on an ongoing basis, together with various optimizations we are considering. Please accept our apologies for the caused inconvenience. Kind Regards, emerchantpay Tech Support

We are continuing to investigate this issue.

Dear Valued Partner, We have identified partial service disruption, affecting some of the 3DS transactions. We are working towards a resolution with our 3DS MPI service provider. The issue is causing some of 3DSecure transactions to fail with the error message "Request to MPI provider has timed out, please use reconcile later to check the result". We have already addressed this incident to the responsible departments and are working towards the resolution of the issue. Please accept our apologies for the caused inconvenience. Kind Regards, emerchantpay Tech Support

This incident has been resolved.

Dear Valued Partner, We would like to provide you with an update regarding the temporary service disruptions with the 3DS services. The problem has been identified and our team has performed the required actions to restore the affected 3DS services. We shall actively keep monitoring and notify you once it is fully resolved. Kind Regards, emerchantpay Tech Support

We are continuing to investigate this issue.

Dear Valued Partner, We have identified partial service disruption, affecting some of the 3DS transactions. We are working towards resolution with our 3DS MPI service provider. The issue is causing some of 3DSecure transactions to fail with the error message "Request to MPI provider has timed out, please use reconcile later to check the result". We have already addressed this incident to the responsible departments and are working towards the resolution of the issue. Please accept our apologies for the caused inconvenience. Kind Regards, emerchantpay Tech Support

This incident has been resolved.

Dear Valued Partner, We would like to provide you with an update about the 3DS issue. The problem has been identified and our team has performed the required actions to restore the affected 3DS services. We are observing improvements and stability since an hour ago. We will keep you notified as we are actively monitoring for further degradations. Kind Regards, emerchantpay Tech Support

Dear Valued Partner, We have identified partial service disruption, affecting some of the 3DS transactions. We are working towards resolution with our 3DS MPI service provider. The issue is causing some of 3DSecure transactions to fail with the error message "Request to MPI provider has timed out, please use reconcile later to check the result". We have already addressed this incident to the responsible departments and are working towards the resolution of the issue. Please accept our apologies for the caused inconvenience. Kind Regards, emerchantpay Tech Support

Dear Partner, Please be advised that e-comprocessing have confirmed the issue we experienced with them has been fully resolved. In case you still experience any issues please contact us at Tech-Support@emerchantpay.com. Please accept our sincere apologies for any inconvenience caused. Kind Regards emerchantpay Technical Support Team

Dear Partner, Our monitoring has detected a minor, intermittent issue with the e-comprocessing acquirer that has passed. We are actively monitoring and keep you updated in case of any further issues, despite none expected. Please accept our sincere apologies for any inconvenience caused. Kind regards emerchantpay Technical Support Team

Dear Valued Partner, The issue was a result of a global internet carrier (Level3/CenturyLink) dropping a significant part of the internet traffic in Europe and the USA. This impacted the Visa directory servers and thus our 3DS provider. The disruption with the Visa 3DSecure traffic is now resolved, but we will continue monitoring it to ensure that all your transactions will be completed successfully. Kind regards, Technical Support Team

Dear Valued Partner, Please kindly note that we have identified temporary issues with the external 3DS provider specifically, causing all Visa 3DSecure transactions to fail with the error message "The connection to the Directory Server timed out". We have already escalated to the responsible 3DS provider team, and they are working on the resolution of the issue. Please accept our sincere apologies for the inconvenience. Kind regards, Technical Support Team

This incident has been resolved.

Dear Partner, We have had temporary issues fully related to our external 3DS provider, that seem to be resolved now. Issue started at: 20-08-05 17:17 UTC Issue ended at: 20-08-05 17:55 UTC Total transaction count failed is 863 We will further investigate with the 3DS provider and will ask for detailed root cause analysis. Please accept our apologies for the caused inconvenience. Kind Regards, emerchantpay Tech Support

Dear Partner, We have been notified that the E-ComProcessing acquirer successfully identified and resolved the issue. There was no financial impact for your customers and you can try re-submitting the transactions. Please accept our apologies for the caused inconvenience. Kind regards, emerchantpay Tech Support

Dear Partner, We have identified that the issue is coming from the E-ComProcessing acquirer. We have already contacted them and they are working on a resolution. Once we receive an update, we will let you know. Kind regards, emerchantpay Tech Support

Dear Partner, Please kindly note that we are experiencing an outage with our gateway, which root cause is currently being investigated. We will keep you updated on an ongoing basis, and inform you once the issue is resolved. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Kind Regards, emerchantpay Tech Support

Dear Partner, Please note that the issue with the SSL certificate errors was caused by a recently expired SSL cert in our certificate chain. None of our SSL certificates had any issues by themselves, nor have they been expired. We have successfully replaced the expired 3rd party certificate in the SSL certificate chain, and you should not experience any further issues. We are checking regarding that incident with our SSL certificate issuer regarding not sent notifications and what caused the problem their end. This issue has impacted only a very small fraction of traffic. We sincerely apologize for any inconvenience caused. If you notice any errors in the requests to us, please notify us immediately at Tech-Support@emerchantpay.com. Kind Regards, emerchantpay Tech Support

Dear Partner, Please note that we are experiencing a partial outage with our gateway. You might experience SSL Certificate errors when trying to submit transactions to our gateway. We have found the root cause of the issue and are currently working on the resolution. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Kind Regards, emerchantpay Tech Support

This incident has been resolved.

Dear Valued Partner, The external provider has released a fix for the major impact. We are monitoring all transactions. Thank you for your patience on the matter. Kind Regards, Tech-Support Team

Dear Valued Partner, Please be informed that we are currently experiencing issues with one of our external providers and no transactions are being approved with the E-ComProcessing acquirer. We are currently investigating with them and will update the status page immediately once we have more information on the matter. For more information, please contact us at tech-support@emerchantpay.com Thank you for your patience on the matter. Kind Regards, Tech-Support Team

Dear Valued Partner, Please be advised that the issue with our data centers was resolved. The issue was related to networking issues with our upstream provider. Incident Start time: 08:42am 19/11/2018 UTC Incident End time: 09:02am 19/11/2018 UTC Our gateway is now fully functional and transactions are being processed as normal. Please also note that the failed transactions do not have financial impact on the customer’s end and you can reprocess them. If you need any further information, please do not hesitate to contact us at tech-support@emerchantpay.com We do apologize for any inconvenience caused. Kind Regards, Tech-Support Team

Dear Valued Partner, Please be informed that we are currently experiencing issues with both of our data centers. We are currently investigating with our providers and will update the status page immediately once we have more information on the matter. For more information on the matter, please contact us at tech-support@emerchantpay.com Thank you for your patience on the matter. Kind Regards, Tech-Support Team

Dear partner, Following our previous notification, we have now fully restored our Amsterdam data center. We are now processing with full throttle in both, and no transactions or customers have been impacted whilst operating on a single data center. As always, if you have any questions, please feel free to contact us at Tech-Support@emerchantpay.com. Best Regards, emerchantpay Tech Support Team

Dear partner, Please be advised that we are currently operating on a single Data Center, Berlin, due to a router issue in the other Data Center in Amsterdam. Interruptions and failing transactions are not expected but in case you experience any issues please feel free to contact us at Tech-Support@emerchantpay.com.

This incident has been resolved.

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

Dear partner, Please be advised that we are currently operating on a single Data Center, Berlin, due to a router issue in the other Data Center in Amsterdam. Interruptions and failing transactions are not expected but in case you experience any issues please feel free to contact us at Tech-Support@emerchantpay.com.

Dear Merchant, We have identified the root cause of the problem - related to temporary DB issues at ECP acquirer systems. As a result, transaction processing has started receiving errors for ECP acquirer only. As a result, emerchantpay Gateway with ECP acquirer has 1166 failed transactions that started at 18-09-19 13:10 UTC and ended at 18-09-19 14:10 UTC. ECP acquirer has resolved the DB issues, and payment processing has been fully restored. They notified some processing logs might be missing in the UI, until they backfill the data, but all is stable. We sincerely apologize for the inconvenience caused. Kind Regards, emerchantpay Technical Support Team

Dear Partner, The issue has been resolved. We will provide you a postmortem on the situation. Regards, emerchantpay Technical Support Team

Dear Partners, We are currently experiencing a persistent problem affecting all of our processing with ECP acquirer. All the transactions which are submitted with the above acquirer are in status Error. Our technical team have identified the problem at hand and are working hard to resolve it. We will update you as soon as possible when we have an update on the situation. Kind Regards, emerchantpay Technical Support Team

This incident has been resolved.

For details on this release, please contact our technical support team at Tech-Support@emerchantpay.com No interruptions in processing are anticipated but if you notice any issues please let us know at our support email listed above. Apologies for any inconvenience caused.

Dear Merchant, We have analyzed the detailed impact and can confirm this was a partial outage - we have a total of 81 transactions in error status due to this. We are preparing a more detailed incident report to be sent later today. We apologize for the inconvenience. We will continue active monitoring and notify you in case this is needed. Kind Regards, Emerchantpay Tech Support Team

Dear Merchant, A network issue has been identified, and resolved in the last few minutes. All processing and services are now working without any issues. We will continue active monitoring and notify you in case this is needed. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Kind Regards, emerchantpay Tech Support

Dear Merchant, Please kindly note that we are experiencing an outage with our gateway, which root cause is currently being investigated. We will keep you updated on an ongoing basis, and inform you once the issue is resolved. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Kind Regards, eMerchantpay Tech Support

Summary Recently, Visa and MasterCard announced updates to their requirements for the stored credential transaction framework including mandates to identify initial storage and subsequent usage of payment credentials - commonly known as Credential On File. In compliance with these requirements, the Genesis gateway platform has implemented changes to allow our merchants to provide the relevant information for applicable transactions which will be forwarded to the Card Schemes. These changes are LIVE with the latest Genesis release on July 19. What is the Credential On File Credential On File refers to transactions where the customer's payment credentials (e.g. credit card number) are being stored via Genesis Tokenization service and a transaction is created with the provided token or when the customer credentials are tokenized and stored externally by the merchant. Visa and MasterCard require that any transaction where storing and subsequent usage of the payment credentials occurs, must be flagged as such and its purpose must be provided. Does this change affect me? This affects: - Any merchant who currently stores their customer's payment credentials on their own website, and subsequently uses these credentials in the transaction submitted to the gateway. This includes creating a transaction where the payment credential provided has been saved by the merchant on their own system - Any merchant who currently uses Genesis Tokenization service to store, and subsequently use the customer's payment credentials as part of the transaction. This includes creating a transaction with a token. What do I need to do? For specific scenarios and the list of new parameters required for each, please review the latest Genesis API docs at the Downloads -> API Documentation: https://"your_subdomain".merchant.emerchantpay.net, point 1.26, Credential On File (COF) Implementation details When the merchant uses the Genesis gateway Tokenization service, the gateway will automatically submit the proper credential_on_file flag relating to its initial_customer_initiated and subsequent_customer_initiated values to the Card Schemes, so they are optional for the merchant. The merchant_unscheduled value though needs to be specified and sent by the merchant. When the merchant stores the payment data in its own system, then all the credentials_on_file values are required, including the initial_customer_initiated and subsequent_customer_initiated values which are optional with the gateway-based tokenization only. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com Kind regards, emerchantpay Tech Support team

Dear partner, Following from our previous notification, we have now restored our Amsterdam data centre. This means that we go from multiple live-live resilience within one centre to multiple resilience across multiple centres. As always, if you have any questions, please feel free to contact us at Tech-Support@emerchantpay.com. Best Regards, emerchantpay Tech Support Team

Dear partner, Please be advised that we are currently operating on a single DC due to issues with the other DC. Interruptions and failing transactions are not expected but in case you experience any issues please feel free to contact us at Tech-Support@emerchantpay.com. Best Regards, emerchantpay Tech Support Team

Dear Merchants, We have been successful at restoring full capacity for our gateway platform API and applications. As of now, we are processing with full throttle - both our BER DC and AMS DC are fully functional and all internal and external services up and running. Thanks for the patience. If you have any questions or concerns please don't hesitate to contact us at Tech-Support@eMerchantPay.com. Best regards, Tech-Support@emerchantpay.com

Dear merchants, We are still processing with 1 DC (BER DC). All services should be stable and no processing issues should be encountered, despite the partial outage, as noted previously. We are actively working on restoring services in the AMS DC, and we expect to restore AMS DC services tomorrow, and continue processing with both our DCs in the standard active-active setup we have. We will notify about this tomorrow once finalized. Additionally, we have been extremely busy the last 2 days to restore data from the AMS DC DB cluster, which diverged from the BER DC cluster (a rare split brain scenario) during the network outage. We have implemented complex code and scripts to extract only the AMS-specific diverged data, process it, and then import it in the main DB cluster - so that no transactions, web payment form payments, etc are lost. This was executed and finished successfully an hour ago. As a result, you can now use the reconciliation services, UI, etc - all the gateway services for the previously missing data are fully available, as missing data has been imported. We advise you to not void/refund transactions in the unfortunate timeframe, as we made sure these transactions are batched in settlements with the schemes, so there should not be any financial impact. Regarding the incident itself, it was a fire in BER, that cut off all of our connectivity to both the AMS DC and FRA DC, both the primary and backup internet lines (seems lots of telco transits were affected by this). Our DC personnel have restored connectivity from BER DC to AMS DC and FRA DC via a reserved line, and are working on restoring the common transits tomorrow, along with the corresponding authorities. We apologize for the issues that have happened on 26.03, Monday. We will keep you informed as noted above. Best regards, eMerchantPay Tech Support Team

Dear Merchant, We have a severe network outage between data centers, BER is totally cut off from both AMS and FRA DCs. We have bootstrapped the DB cluster in BER PROD, and we are currently processing with limited capabilities, with one DC only, the BER one. We are confident we can support the current volume via one DC only. Updates on the networks restoration along with full processing capabilities will follow soon as we resolve. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Best regards, eMerchantPay Tech Support Team

Dear Merchant, Please kindly note that we are experiencing a partial outage with our gateway, which is currently being investigated. We will inform you once the issue is resolved. If you need further assistance or information, do not hesitate to contact us at Tech-Support@emerchantpay.com. Kind Regards, eMerchantpay Tech Support

This incident has been resolved.

Dear Partner, Notification of issues affecting: Genesis API (STAGING), Genesis - web payment form (STAGING), Genesis - merchant console (STAGING), Genesis - admin console (STAGING). This notice is to inform you that we are currently experiencing ongoing issues affecting our STAGING environment. We have a major outage which is being resolved. The event started at 05 September 15:35 UTC Time and is still ongoing. The PRODUCTION environment has NOT been impacted in any way or form. Please accept our sincere apologies for this inconvenience. If you have any questions regarding this issue please contact us at Tech-Support@eMerchantPay.com Kind Regards, eMerchantPay Technical Support Team