Is TokenEx Down Right Now? Check if there is a current outage ongoing.

During scheduled Service Cloud maintenance, an unforeseen issue arose that temporarily prevented user login. This disruption occurred between 8:36 AM UTC and 2:50 PM UTC on April 10, 2025 The issue has since been resolved, and users are now able to successfully log in to the portal. We appreciate your patience during this brief interruption.

We are currently experiencing an issue that is preventing users from logging in to our IXOPAY Customer Experience Portal (ticketing). We are working closely with our vendor to implement a fix. If a matter requires urgent attention, please contact us directly via our 24/7 Hotline at US: +1 877-217-5718 EU: +43 1 353 05 12-247

Between 7:23 and 7:35 CST, a network traffic degradation was detected. Service has been restored, but some clients may have experienced issues accessing the U.S. platform during this time.

All IXOPAY products are now fully functional and stable in the EU Production Environment. The IT Operations Team is continuing to investigate the root cause to assess the potential impact.

We're aware of intermittent availability issues impacting our EU region. Our team is currently investigating.

The issue has been resolved. Our team is closely monitoring the situation to ensure continued stability.

We have observed intermittent failures in multiple products in the US Azure environment. The IT Operations team is currently investigating to determine the impact.

The availability issues impacting our EU region have been fully resolved, and our platform is stable. Our team is closely monitoring the situation to ensure continued stability.

Service functionality in the EU region has been restored. Our team is continuing to investigate.

We're aware of intermittent availability issues impacting our EU region. Our team is currently investigating.

As all IXOPAY products are now fully functional and stable in the Production Environment, and are pointing to our Primary region, we will close this incident and proceed with updating the Test Environment Incident. Please keep in mind that you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. •Status Updates:We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

As we appreciate your patience and understanding, our teams are continuing efforts to stabilize our Test Environment's degraded performance. We'll continue to provide updates every two hours if any further information becomes available. Here is how you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. •Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

As our teams are continuing efforts to ensure stability within our platform, we are currently experiencing degraded performance within our Test Environment. We'll continue to provide updates if any further information becomes available. Here is how you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. •Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

All IXOPAY products are now fully functional. Our team is actively monitoring performance to ensure continued stability. We'll continue to provide updates if any further information becomes available. Here is how you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. •Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

We understand the inconvenience caused by the recent portal outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over individual customer communications. Please direct all inquiries to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com. We are beginning to see products return to a stable state. We will continue to post updates as they become available. Our team is continuing to monitor.

We understand the inconvenience caused by the recent outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over on individual customer communications. Please direct all inquires to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com. Our teams are continuing efforts but still showing limited availability across all products. We will continue to post updates as they become available.

We understand the inconvenience caused by the recent portal outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over on individual customer communications. Please direct all inquires to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com. We can confirm we are impacted by the global ongoing incident related to Crowdstrike. Our teams are continuing efforts but still showing limited availability across all products. We will continue to post updates as they become available.

We understand the inconvenience caused by the recent portal outage. To prioritize resolving the issue as quickly as possible, our US Support Line will be temporarily unavailable. Our IXOPAY EU Team will be taking over on individual customer communications. Please direct all inquires to support@ixopay.com or +43 1 3530512247. We will continue to provide regular updates at status.tokenex.com. Our teams are continuing efforts but still showing limited availability across all products. We will continue to post updates as they become available.

Our teams are continuing efforts to stabilize our platform. We will provide updates as products appear stable. We appreciate your patience.

Our teams are continuing efforts to stabilize our platform. We will provide updates as products appear stable.

We are beginning to see service return to all products, however service may be degraded. Our teams are continuing to ensure our platform is stable.

We are seeing service restore for MFT (batch) processing against our Secondary region - MFT (batch) Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port]

Our teams are still working on bringing our systems back online. We'll continue to provide updates as they become available. We appreciate your understanding.

We believe a vendor supplied patch is causing issues on all webservers that handle traffic. Our team is working on uninstalling the impacted software but are having difficulties doing this. Our efforts are continuing to bringing our platform to a stable place. We will provide updates as they become available.

Our cloud provider is having issues with automatic restarts which hindered our progress in stabilizing our platform. Our team is working on getting services back up as quickly as possible. We'll post updates as products return to service.

We're aware of stability issues currently occurring. Our team is working to stabilize our platform. We'll continue to provide updates as they become available.

We are observing the following successful requests: Transparent Gateway v1 Transparent Gateway v2 APIv1 APIV2 Iframe Payment Services v1 Payment Services v2 Fraud Services MFT (batch) - Success/failure emails may not be working currently, but file processing is operational. Please note MFT is running out of our DR location and some 3rd parties may not have our secondary IP whitelisted. Our team is working on shifting this back to main region currently. Portal is still being worked by our team. We are monitoring for any outliers and will begin to address when our core services are back up. Our teams are working continuously on this issue.

We are observing the following successful requests: Transparent Gateway v1 Transparent Gateway v2 APIv1 APIV2 MFT (batch) - Success/failure emails may not be working currently, but file processing is operational Iframe and Payment services v1 and v2, and Portal are still being worked by our team. Our teams are working continuously on this issue.

Our teams are actively working on rolling back to our main region. We will continue to provide updates as efforts continue.

Our teams are continuing efforts bringing products as soon as possible. We will post updates as more products become available. Currently stable - MFT (batch) is stable in DR scenario currently. Please utilize batch.tokenex.com or [redacted ip] to connect. Transparent Gateway v2 is stable in DR scenario currently. Please utilize tgapi.tokenex.com or [redacted ip] to connect. - We are aware of Transparent Gateway v2 /Hash possibly having issues - this will be prioritized accordingly. Our main focus remains on returning functionality to core products.

Our teams are continuing efforts - MFT (batch) is stable in DR scenario currently. Please utilize batch.tokenex.com or [redacted ip] to connect. Transparent Gateway v2 is stable in DR scenario currently. Please utilize tgapi.tokenex.com or [redacted ip] to connect.

Our cloud provider reported an outage in our active region. The decision was made to failover to our DR sites. Unfortunately, our disaster recovery plan utilizing multi-region configurations with our cloud provider is also currently unavailable. Our team is continuously working through products to regain functionality. We will continue to provide updates regularly. MFT (batch) is stable in DR scenario currently.

We are continuing efforts on the DR pivot. The previously mentioned secondary IPs were an incomplete list. If you utilize IPs to connect with us - please switch to the secondary IPs provided below: API api.tokenex.com Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] Direction - Inbound HTP (iFrame) htp.tokenex.com Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] Direction - Inbound MFT(batch/sftp) batch.tokenex.com Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] Direction - Inbound TGAPI tgapi.tokenex.com Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] Direction - Inbound Payment Services paymentservices.tokenex.com Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] Direction - Inbound Fraud Services fraudservices.tokenex.com Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] Direction - Inbound * If you are using a hostname (e.g., api.tokenex.com) to connect to our services then no changes are necessary.* These products are still down as we work on pivoting to DR. We will provide updates here as products become available.

Our DR pivot efforts are continuing. We understand the impact and are working continuously to resolve the situation. We will continue to post updates regularly.

Our DR pivot is still underway. If you are using a hostname (e.g., api.tokenex.com) to connect to our services then no changes are necessary. If you connect with an IP address, then the secondary IP address will need to be used. We will continue to provide updates regularly. Production API Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] HTP (iFrame) Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port] MFT (batch) Primary - [redacted ip] Secondary - [redacted ip] Port - [redacted port]

We're aware of limited availability to our customer portal as well. We are initiating our protocol to switch to our DR sites. Please monitor this status page for further updates.

We're aware of an ongoing issue. You may experience limited availability. There is an issue with our cloud hosting provider that is causing latency for some of our products. We'll provide updates regularly.

Our Test environment is stable and functioning as expected. We will mark this Test incident as resolved. Over the coming days, our team will continue monitoring performance closely. Here is how you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. Our teams are committed to communicating with any customer who needs further information.

As we appreciate your patience and understanding, our teams are still continuing efforts to stabilize our Test Environment's degraded performance. We'll continue to provide updates every two hours if any further information becomes available. Here is how you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. •Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

As we appreciate your patience and understanding, our teams are still continuing efforts to stabilize our Test Environment's degraded performance. We'll continue to provide updates every two hours if any further information becomes available. Here is how you can continue to reach us: •IXOPAY EU Team: Our European support team is available to assist you with any inquiries. You can reach them at +43 1 3530512247. While their focus is on the European market, they'll be happy to route you to the appropriate department if needed. •Email Support: You can also submit your inquiries directly to our email address: support@ixopay.com. We'll respond as soon as possible. •Status Updates: We'll continue to provide regular updates on the situation and any remaining service stabilization efforts at status.tokenex.com

This issue has been resolved. Thank you for your patience.

Customer Portal functionality has been restored. We again apologize for the inconvenience.

TokenEx is continuing to experience a denial of service attack that is impacting the availability of the Customer Portal. We continue to aggressively work to mitigate the impact and restore availability. All other platform services are operational.

TokenEx is currently experiencing a denial of service attack that is intermittently impacting the availability of the customer portal. We continue to aggressively work to mitigate the impact and restore availability. In the meantime, transaction processing has been restored. We understand this is frustrating, and we sincerely apologize for any inconvenience it may cause.

TokenEx is currently experiencing a denial of service attack that is intermittently impacting the availability of the platform. We are aggressively working to mitigate the impact and restore availability.

Our Operations team is continuing to investigate this issue.

We are continuing to investigate this issue.

We are presently encountering intermittent network disruptions. Our operations team is actively investigating the underlying cause and will issue an update upon resolution.

We experienced a brief outage lasting approximately 2-3 minutes impacting all products in the US region. Our cloud-native load balancers became unhealthy at 10:25am CST. The cloud provider identified the issue and initiated a self-healing process which resolved the issue. Normal processing completely resumed by 10:28am CST. Our teams are continuing to monitor.

We are no longer receiving reports of caching issues. If you experience any issues, please perform a hard refresh. Future releases of the Iframe will include logic to minimize caching issues where possible. Chrome, Firefox, or Edge for Windows: Press Ctrl+F5 (If that doesn’t work, try Shift+F5 or Ctrl+Shift+R) Chrome or Firefox for Mac: Press Shift+Command+R

We are receiving some reports related to a script error stemming from the TokenEx Iframe. We encourage any users who are experiencing this issue to hard refresh their browser on the page that loads the Iframe. Our team is working on a hotfix to force a cache refresh. We will post updates as we receive them from our team. Chrome, Firefox, or Edge for Windows: Press Ctrl+F5 (If that doesn’t work, try Shift+F5 or Ctrl+Shift+R) Chrome or Firefox for Mac: Press Shift+Command+R

All services continue to function normally.

We are investigating a brief period of degraded performance we believe is related to an Azure networking issue. The issue has been escalated to Microsoft, however all services are currently operational, and our team is continuing to monitor. Impacted Timeframe: 9:54am to 11:19am UTC

TokenEx experienced a brief period of degraded performance from 7:44PM to 7:52PM CDT due to database latency. Our systems have returned to normal, and our team is continuing to monitor. Operations are normal at this time.

Our TEST environment was unavailable from approximately 9:03 to 9:06 AM CDT due to a brief networking issue. This did not affect any production systems and was immediately resolved.

A service interruption that occurred between 3:25PM CT and 4:25PM CT and which caused latency in several TokenEx API endpoints is now resolved. An investigation is underway.

This incident has been resolved.

We are continuing to monitor for any further issues.

Azure is currently experiencing network connectivity issues across multiple regions. It is affecting all services intermittently. Our team is actively monitoring and will provide updates.

On 12/14/22 at 22:10:08 CST a degradation in network traffic was identified. Fifteen seconds later TokenEx experienced a high-availability event due to an unscheduled cloud provider migration of a production firewall in our Production U.S. datacenter. Service was restored two seconds later at 22:10:25. A subset of clients may have experienced issues accessing the U.S. platform during this window.

A load balancer failure may have led to connectivity issues for some customer requests starting at 6:05AM CST and lasting approximately two minutes. The load balancer performed a self-healing measure that allowed normal activity to resume.

An unexpected error occurred with MFT/Batch services which interrupted SFTP connectivity. This has been resolved and all MFT/Batch services are working normally. Date: 10/6/2022 Start: 10:04am CDT End: 10:24am CDT

From 10:12AM - 12:55PM CT, a single-node in the TokenEx U.S. environment became unresponsive, impacting Transparent Gateway API v2 operations for a subset of TokenEx clients. The issue has been resolved and the cause is being investigate by the Operations team.

From 19:21 - 19:26 CDT, a subset of Token Services API calls failed due to the temporary unavailability of a web application server in the TokenEx environment. All service has been restored.

The code deployment has been successfully pushed to all TokenEx production environments.

A production code deployment caused an issue with Transparent Gateway API (TGAPI) detokenize requests that included the CVV. The code change has been rolled back while the cause is investigated.

A database incident occurred today starting at approximately 12:06 PM CDT and lasting for a period of 20 minutes that affected token services for some clients on our US-based platform. The issue has been resolved.

Due to the nature of the issue, a root cause has not yet been determined. We are continuing to work with our vendors to identify the analyze the incident and implement measures to ensure a similar event does not occur in the future.

Between 10:56 AM CDT and 11:01 AM CDT on 25 June, the TokenEx platform in the United States experienced intermittent Internet connectivity issues. During this time, all platform services were operational but may have been unreachable. At 11:01 AM CDT, full connectivity was restored.

There has been no further impact to our systems. We are working with our cloud vendor to determine the root cause.

An partial outage impacting a subset of clients occurred at 9:31:38 CDT and ended at 9:34:06 CDT. A preliminary investigation shows an intermittent database issue caused by a failure in our cloud infrastructure.

On June 8th, during a code deployment, an implementation script failed to complete as expected. The issue resulted in the unavailability of all CVV related operations within the TokenEx platform including CVV modes of the iFrame, TokenizeFromEncryptedValues API calls, and TGAPI detokenize calls that referenced a stored CVV. The unavailability of the CVV database resulted in clients receiving “CVV Value not present for supplied token.” or “TokenEx iFrame error” error messages when attempting to utilize these services. The TokenEx Deployment team was alerted to the CVV error messages and began investigating immediately. Once the source of the errors was identified, the Deployment team corrected the issue. Normal platform operations resumed immediately after the fix was put in place. Timeline of events: • 1058 Logging shows client errors related to CVV • 1103 Operations/Deployment team began investigating the issue • 1239 Operations/Deployment team identifies source of the issue • 1245 Service restored Additional monitoring has been put in place to minimize impact of a similar event that occurs in the future.

TokenEx leverages a DNS resolution service provided by our IaaS provider. This service started experiencing intermittent outages causing the app servers supporting the Payment Services API to experience DNS resolution failures. Because of the intermittent nature of the outage, the threshold to alert the TokenEx Operations team was not reached at the onset of the issue. The intermittent DNS issues causing the errors stopped before any remedial action was taken by TokenEx. Timeline of events: • 1646 First error was logged • 1715 The number of errors reached the predefined threshold to generate an alert • 1715 Service restored by downstream DNS provider TokenEx is in the process of implementing automatic failover to a secondary DNS provider should the primary provider experience service-impacting issues.

At 3:44am CST, the TokenEx MFT service was unavailable. Service was restored at 3:56am CST.

We have not seen any more connectivity issues and are marking this incident as resolved.

External connectivity and response times appear to be back to normal. We are continuing to monitor.

We are investigating a possible connectivity issue with our US1(DFW) data center. More updates will be provided as they are available.

This incident has been resolved.

We believe the incident was resolved at 0516 central. We are continued to monitor.

We are currently investigating an issue affecting Tokenization for some customers in our US1(DFW) Data Center. More updates will be provided as they are available.

**Summary:** A partial outage of the Payment Services occurred. The issue did not affect all transactions during this time and did not affect any other TokenEx services. **Root Cause:** In preparation for the transition to the new environment, a service provider was configuring L2L VPN connectivity between the two networks and inadvertently made a change that affected DNS resolution. **Resolution:** The human error was reverted an DNS resolution resumed. **Prevention:** TokenEx has worked with the service provider to prevent this type of issue going forward. The service provider has agreed to modify internal processes to support a peer review before any non-standard changes such as this are made.

The issue has been resolved and service has been fully restored. RCA to follow.

The Payment Services are responding normally. them team is monitoring at this time.

The team is investigating performance issues with the Payment Services API.

**Summary:** Beginning at 0458 CDT July 27th, 2015 api.tokenex.com suffered a service disruption lasting 56 minutes. All other services were unaffected and fully operational during this time. **Timeline:** 0458 - first external monitoring alert received 0520 - incident confirmed 0520 - team dispatched 0547 - issue identified with Database 0554 - issue resolved and service fully restored **Root Cause:** A database maintenance task was in a "hung" state which resulted in a degradation of service. The database was active and responding during this time, but performance was severely degraded which caused the API to become unresponsive. The tool which monitors database maintenance tasks had its alerting threshold set too high for this job which caused no internal alert to be generated. Had the alert been generated initially, the job would have been terminated before impacting performance . **Resolution:** The DBAs manually terminated the failing job. **Prevention:** The DBA team will continue to monitor this job very closely and has revised the threshold value for this monitor so alerts are received more timely. Also, as a precautionary measure the team has performed an exhaustive review of all database maintenance tasks to ensure proper alert thresholds are in place.

The service has been restored and is fully operational at this time. The team will continue to monitor and will begin working on the RCA.

The team is curently investigating reports of errors with api.tokenex.com.

This incident has been resolved.

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

The team has identified the issue and is implementing a fix.

We're investigating reports of higher than normal response times for some payment service provider integrations from the Payment Services API. The team is actively researching the issue and will provide more info as it becomes available.

This incident has been resolved.

A fix has been implemented and the team is monitoring the situation.

Monitoring alerted the team to an issue with the Iframe. The team is investigating now and will provide an update as soon as possible.

This incident has been resolved.

We've implemented a fix and service has been restored. We're continuing to monitor and will provide updates as necessary.

We have identified the issue and are implementing a fix. Service will be restored momentarily.

We're investigating an issue with batch.tokenex.com.

@ 0430 CDT we were alerted of a critical database issue affecting performing write operations which caused API errors. Read operations(Payment gateway transactions, detokenize, etc) appear to be unaffected. The DBA team resolved this issue @ 0440 CDT and will begin performing RCA.

This incident has been resolved.

We received an alert for API errors that has since resolved. We show a 2-3 minute window were some transactions timed out communicating with back end nodes. At this time the platform is fully operational and all alerts have cleared. We are continuing to monitor the situation and will provide updates as necessary.

This incident has been resolved.

We have not seen any more issue and the platform is fully operational. We will continue to monitor the situation very closely.

We have had several alerts fire from external monitoring providers indicating customers may not be able to reach our production endpoints. At this time the alerts have cleared and we are continuing to monitor the situation.

Update from upstream provider(Telia): "Our core team has resolved an issue on our backbone causing U.S. customers packet loss."

All alerts on response time violations for both the Transparent Gateway API and Payment Services have cleared at this time. We will continue monitoring the situation.

The upstream provider Telia is having issues. Although we a have removed them from service, traffic in or out of our network may be traversing across an active Telia link outside of our control.

Hello, we are currently investigating reports of an issue with an upstream provider. We have removed the upstream provider from our services while we investigate.

We've confirmed that all services in Test are fully operational.

We are investigating an issue affecting ONLY the test environment; production is not affected in any way. Most services in Test appears to be fully operational at this time, but we are performing a detailed investigation. More updates will be sent as information becomes available. If you have any questions, please contact support@tokenex.com.

The issue has been resolved and response times are back to normal. After review of the application logs, there were no failed transactions during this time and our platform continues to function as intended. The team will continue to monitor response times to the gateways that raised concern initially, and we will provide updates as necessary. If there are any specific questions, please reach out to Support@TokenEx.com.

The team is currently investigating slower than usual response times from our payment services. All transactions are processing successfully; however, response times are slower than expected for some gateways. Some gateways are responding as expected, so the TokenEx Team is reaching out to gateways which are responding slower than usual.