Service Outage – Platform Unavailable

Incident Report for PaymentWorks

Postmortem

At 11:10am ET on July 16, 2025, a scheduled component upgrade introduced an unexpected compatibility issue that disrupted core functionality in our web-based services, resulting in a P1 incident.
Our engineering team identified the issue and implemented a mitigation to restore full service. A post-incident review is underway, and we are taking steps to improve testing coverage, strengthen deployment safeguards, and prevent similar issues in the future.
We apologize for the disruption and appreciate your continued trust.

Posted Jul 17, 2025 - 10:23 EDT

Resolved

Access to the PaymentWorks platform has been fully restored as of 12:23 PM EST, and system performance has remained stable.

Our Engineering team will continue to monitor the platform to ensure continued reliability, but this incident is now considered closed.

Thank you for your patience and understanding during the outage.

Posted Jul 16, 2025 - 12:51 EDT

Update

Access to the PaymentWorks platform was restored at approximately 12:23 PM EST following a service outage that began around 11:10 AM EST.

The platform is currently stable, and our teams are continuing to monitor performance closely to ensure consistent access and functionality.

Thank you for your patience as we work to maintain full platform health. For any continued issues, please reach out to Support.

Posted Jul 16, 2025 - 12:46 EDT

Monitoring

Our Engineering team is making progress toward restoring access to the PaymentWorks platform. Some users are now able to log in successfully.

We continue to monitor traffic closely to ensure system stability and are watching for any remaining timeouts or performance issues.

Thank you for your patience as we work to fully resolve the outage.

Posted Jul 16, 2025 - 12:31 EDT

Update

We are currently experiencing a service outage that is preventing users from accessing the PaymentWorks platform.

Our Engineering team is actively investigating the issue and working to restore service as quickly as possible. We will share updates here as we learn more.

We apologize for the disruption and appreciate your patience as we work to resolve the issue.

Posted Jul 16, 2025 - 12:19 EDT

Update

We are continuing to investigate this issue.

Posted Jul 16, 2025 - 11:39 EDT

Investigating

Good Morning,

PaymentWorks is actively triaging an outage with the PaymentWorks platform. Teams have mobilized to restore as quickly as possible.

Thank you for your patience.

PaymentWorks Support

Posted Jul 16, 2025 - 11:33 EDT

This incident affected: Web App.