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**Incident summary:** On May 15, 2025, between 12:45 UTC and 13:03 UTC, Salt Edge experienced a partial outage affecting Open Banking Gateway endpoints, including Account Information API, Payments API, Partners API, Dashboards which led to unavailability of services and 500 errors returned to our clients. **Root cause:** The issue was caused by an internal configuration update that, due to a post-upgrade inconsistency in system behaviour, led to incorrect service settings being applied. As a result, certain backend components failed to start properly, making the API temporarily inaccessible. **Resolution:** Our Engineering team promptly identified the root cause, halted automated configuration updates to prevent further spread, and manually restored the correct service settings. The affected services were fully recovered by 13:03 UTC on May 15, 2025. **Action points:** * Implement high-availability setup for critical configuration management systems. * Introduce a safe mechanism to disable automated configuration runs when needed. * Deploy enhanced tools for monitoring and auditing configuration changes.

The incident has been fully resolved at 16:16, GMT +3 All systems are now operating normally, and we continue monitoring the platform closely to ensure stability. We appreciate your patience and understanding.

The issue regarding Account Information API, Payments API and Partners API has been resolved at 16:12 GTM +3

Issue identified. We are working on restoring the service.

We experienced a temporary issue affecting the availability of our services, and some customers may have encountered HTTP 500 Internal Server Errors starting with 15-05-2025 15:46 GMT +3

**Incident summary**: between March 31, 2025, 09:30 UTC and April 1, 2025, 13:00 UTC, Salt Edge experienced a partial outage affecting the Account Information API and Payments Initiation API. **Root cause**: due to high I/O load on the source database server, the AIS & PIS APIs experienced performance degradation. This led to slower operations and delayed responses for Users. **Resolution**: the server role was switched to a healthy replica, and the problematic server was removed from Production and replaced with new hardware. **Action Points**: * Implement I/O performance alerting * Plan and gradually implement high availability for the PostgreSQL cluster

We want to inform you that the issue affecting the availability of the API service was identified and resolved at 13:00 UTC on April 1st. Our team took the necessary actions to mitigate the impact and restore full functionality. All systems are now operating normally, and we continue monitoring the platform closely to ensure stability. We appreciate your patience and understanding.

Update. Work in progress - The team is actively working on fixing the issue. At this time, the unavailability of the API is affecting less than 0.01% of the traffic. We apologize for any inconvenience this may have caused and appreciate your understanding.

We experienced a temporary issue affecting the availability of our services, and some customers may have encountered HTTP 500 Internal Server Errors, starting with 09:30 UTC. The team is working on investigating the problem. We apologize for any inconvenience this may have caused and appreciate your understanding.

During 15:42 - 15:44 UTC and 15:53 - 16:01 UTC our servers encountered an error, resulting in partial unavailability of our API. We are pleased to inform you that the partial outage has already been resolved. Thank you for your patience and understanding. We apologize for the inconvenience.

**Incident summary**: on January 25, 2025, between 12:33:46 UTC and 12:41:46 UTC, Salt Edge experienced a partial outage affecting the `Account Information API` and `Partners API`. **Root cause**: the outage was caused by an unexpected database restart, which subsequently triggered a malfunction in the callback delivery service, leading to its increased workload and delays in callback delivery. **Resolution**: the issue was successfully resolved by our team at 18:41 UTC on January 25, 2025. All enqueued callbacks were successfully delivered by 00:30 UTC on January 26, 2025. **Action Points**: * Investigate the database systems to detect and address random restarts proactively. * Improve the reliability of the callback delivery service and prevent similar issues in the future.

The issue has been resolved.

The affected service is Callbacks, the problem is identified, and we’re doing our best to start sending callbacks properly as soon as possible

We experienced a temporary issue affecting the availability of our services, and some customers may have encountered HTTP 500 Internal Server Errors during the following timeframe: Downtime start: 25-01-2025 12:33:46 UTC Downtime end: 25-01-2025 12:37:46 UTC The problem has been identified and resolved, and all systems are now functioning normally. However, users may still be unable to proceed to the final stage. Please refresh the page to ensure the issue is fully resolved before continuing.

We experienced a temporary issue affecting the availability of our services, and some customers may have encountered HTTP 500 Internal Server Errors during the following timeframe: Downtime start: 25-01-2025 12:33:46 UTC Downtime end: 25-01-2025 12:37:46 UTC The problem has been identified and resolved, and all systems are now functioning normally.

This incident has been resolved.

We are pleased to inform you that the partial outage has been resolved at 15:43 UTC, and all services are now back on track. Thank you for your patience and understanding. We apologize for the inconvenience.

At 15:26 UTC, one of our cache servers encountered an error, resulting in partial unavailability of our API. Our team is actively working to resolve the issue. We apologize for any inconvenience this may have caused and appreciate your understanding.

One of the servers rebooted at 23:15 UTC, causing partial unavailability of the mentioned services. The issue was resolved at 01:18 UTC. All necessary actions were taken on the Data Center's side.

Partial service outage on September 3rd, 2024 ‌ **Incident summary:** on September 3rd, 2024, Salt Edge experienced a partial outage that affected the Partner Account Information and Partner Payments Initiation APIs. **Root cause:** the outage was caused by the database system reaching an internal limit, that temporarily restricted access to certain services. **Resolution:** our team successfully resolved the issue at 10:42 UTC on September 3rd, 2024. All Connections that missed automatic refreshes have been refreshed. All Payments scheduled for background refresh were refreshed afterward. **Action Points:** The existing metrics are under investigation to timely detect and prevent such issues in the future. The data usage and access patterns are being reviewed to minimize the impact of anomalies.

We are pleased to inform you that the partial outage has been resolved at 10:42 UTC, and all services are now back on track. Thank you for your patience and understanding. We apologize for the inconvenience.

The issue has been identified and our team is actively working on it.

At 02:20 UTC, one of our databases encountered an error, resulting in partial unavailability of our API. Our team is actively working to resolve the issue. We apologize for any inconvenience this may have caused and appreciate your understanding.

Identified - The issue has been identified and our team is actively working on it. Investigating - At 11:29 UTC we started encountering partial unavailability of the SCA solution. Resolved - We are pleased to inform you that the partial outage has been resolved at 14:21 UTC, and all services are now back on track. Thank you for your patience and understanding. We apologize for the inconvenience. We apologize for any inconvenience this may have caused and appreciate your understanding.

We are pleased to inform you that the partial outage has been resolved at 14:35 UTC, and all services are now back on track. Thank you for your patience and understanding. We apologize for the inconvenience.

The issue has been identified and our team is actively working on it.

At 13:53 UTC we started encountering partial unavailability of the Client Dashboard and other services. Our team is actively working to resolve the issue. We apologize for any inconvenience this may have caused and appreciate your understanding.

**Partial service outage on July 31st, 2024** **Incident summary:** on July 31st, 2024, Salt Edge experienced a partial outage that affected the `Partner Account Information` and `Partner Payments Initiation` APIs. **Root cause:** the outage was caused by the database system reaching an internal limit, which temporarily restricted access to certain services. **Resolution:** our team successfully resolved the issue at 19:57 UTC on July 31st, 2024. All Connections that missed automatic refreshes between 12:00 UTC and 20:00 UTC on July 31st, 2024, have been refreshed. **Action Points:** * The existing metrics are under investigation to timely detect and prevent such issues in the future. * The data usage and access patterns are being reviewed to minimize the impact of anomalies.

We are pleased to inform you that the partial outage has been resolved at 19:57 UTC, and all services are now back on track. Thank you for your patience and understanding. We apologize for the inconvenience.

We are continuing to work on the fix. The restoration has reached 51%

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

We are continuing to investigate this issue.

At 11:26:38 UTC, one of our databases encountered an error, resulting in partial unavailability of our API. Our team is actively working to resolve the issue. We apologize for any inconvenience this may have caused and appreciate your understanding.

Our services experienced a temporary outage on July 14th, from 08:53 UTC to 09:12 UTC, due to a bug in the system kernel. The total downtime was 19 minutes. We apologize for any inconvenience caused and appreciate your understanding.

The system outage was identified at 16:31 UTC and resolved at 16:46 UTC Affected APIs - AIS, PIS, Partners API Reason - unplanned server restart in the data centre.

An unexpected server reboot caused partial unavailability of Partners API for 8 minutes from 13:35 to 13:43 UTC

IP routing problem caused by the swap of hardware in Data Center

One of the components was partial unavailable due to a software bug.

This incident has been resolved.

All components of infrastructure were affected by the problem on network switches by our ISP.

Total downtime 7 minutes

On call team reacted promptly. All systems are operational. Total downtime 11 minutes 0 seconds.

Please see https://status.hetzner.com/de/incident/4a823658-5713-4f59-8bcf-e7dbd11fdf88 for details.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.

This incident has been resolved.

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

The platform was unavailable for 57 seconds (07:56:04 UTC - 07:57:01 UTC). System is fully operational at the moment. Root cause was identified and preventive measures were deployed.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

On call team reacted and deployed mitigations. Systems are operational. Total downtime 16 minutes 4 seconds.

PSD2 Compliance was unavailable for a period of 25 minutes (19:45:57 - 20:10:57 UTC). Load balancer was restored and traffic was migrated.

All Salt Edge sites where unavailable for a period of 28 minutes (02:52-03:25 UTC). For more details please read Hetzner report https://www.hetzner-status.de/en.html#13793.

The incident is fully resolved

The source of the issue was identified and isolated

We are currently investigating the source of the issues

This incident has been resolved.