Transaction Failures Observed

Incident Timings
Incident Date : 10th Aug 2025
Incident Time : 07:15 BST
Incident Closed : 08:32 BST
Total Duration : 77 mins

On August 10, 2025, between 07:15 and 08:32 BST (a duration of 77 minutes), our tokenised payment services experienced a disruption. During this period:
● Customers were unable to process transactions that relied on stored payment credentials.
● Secure 3DS2 non-frictionless authentication fl ows requiring card data retrieval were impacted.
● Digital wallet transactions involving secure card storage were affected.
● All other payment processing services remained operational throughout the incident.

08:32 BST: Tokenised payment service fully restored

RCA 20250810 - Tokenised Payment Processing Service Disruption is available - please do reach out to [email protected] should you require a copy.

Status Update
The earlier issue affecting tokenised card payments has now been fully resolved. All services have been operating normally since 08:36 BST.

We sincerely apologise for any inconvenience this may have caused.

Our teams will continue to monitor performance closely, and a full Root Cause Analysis (RCA) will be made available in due course.

Thank you for your patience and understanding.

Status Update:
The fix has been successfully applied, and tokenised card payments resumed as of 08:36 BST.

Our engineers are continuing to monitor all services closely to ensure stability.

We sincerely apologise for any inconvenience this may have caused.

We will continue to monitor performance and a full root cause analysis (RCA) will be made available in due course.

Thank you for your patience and understanding.

Status Update:
Our engineers have identified the root cause of the issue affecting tokenised card transactions and are currently applying a fix.

Transactions not using card tokens continue to process normally. We’ll share another update once the fix has been fully implemented and verified.

Thank you for your continued patience.

Status Update:
We’re actively investigating the issue affecting tokenised card transactions and will provide further updates as soon as possible.

Transactions that do not rely on card tokens are continuing to process successfully.

Next Update - 09:00 BST

Thank you for your patience.

We have noticed that some transactions have exceeded latency thresholds and are currently investigating the issue.

We apologise for any inconvenience caused.