tag:status.cardknox.com,2005:/historyCardknox Status - Incident History2024-03-29T01:23:48-04:00Cardknoxtag:status.cardknox.com,2005:Incident/202919512024-03-18T10:27:00-04:002024-03-18T10:26:18-04:00IMPORTANT: Authy Desktop App - End of Life 03/19/2024<p><strong>THIS IS A SCHEDULED EVENT Mar <var data-var='date'>18</var>, <var data-var='time'>10:27</var> EDT - Apr <var data-var='date'>17</var>, <var data-var='time'>10:28</var> EDT</strong></p><p><small>Mar <var data-var='date'>18</var>, <var data-var='time'>10:26</var> EDT</small><br><strong>Scheduled</strong> - If you are still using the Authy Desktop application for MFA verification when logging into the Cardknox Merchant Portal, you must switch to another provider or method by MARCH 19, 2024, or you will be unable to access the Portal. For more detail on how to set this up, please visit https://www.cardknox.com/portal/multi-factor-authentication.</p>tag:status.cardknox.com,2005:Incident/201862222024-03-10T15:44:09-04:002024-03-10T15:44:09-04:00Transaction Processing Issues<p><small>Mar <var data-var='date'>10</var>, <var data-var='time'>15:44</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'> 8</var>, <var data-var='time'>11:28</var> EST</small><br><strong>Update</strong> - There are very small subset of our Merchants that are still experiencing processing issues due to yesterday's DNS outage. We have seen some affected Merchants resolve the issue by flushing their DNS cache. If you are still experiencing issues, you may wish to discuss this option with your IT team.</p><p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>11:30</var> EST</small><br><strong>Monitoring</strong> - It appears that the transaction processing issues are due to a widespread issue affecting multiple Internet Service Providers. Cardknox infrastructure is performing normally.</p><p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>11:15</var> EST</small><br><strong>Investigating</strong> - We are receiving reports of intermittent transaction processing errors. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/200234642024-02-19T16:14:02-05:002024-02-19T16:14:02-05:00EBT Transaction Processing Issuess<p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>16:14</var> EST</small><br><strong>Resolved</strong> - Transactions are now processing at normal approval levels. This is incident is now considered resolved.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>15:24</var> EST</small><br><strong>Investigating</strong> - We are receiving reports of processing errors on EBT transactions. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/198935422024-02-10T19:21:52-05:002024-02-10T19:21:52-05:00Fiserv Delayed Funding<p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>19:21</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 4</var>, <var data-var='time'>10:45</var> EST</small><br><strong>Monitoring</strong> - Fiserv has completed data validation and recovery efforts for the subset of merchants who were not funded on Friday to settle the batches. Merchants will see deposits for transactions submitted 02/01 on Monday, 02/05.</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>12:34</var> EST</small><br><strong>Update</strong> - Fiserv has advised that affected batches will be funded in their next funding cycle.</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>11:08</var> EST</small><br><strong>Identified</strong> - Fiserv has provided the following communication:<br /><br />"Fiserv has identified a technical issue that has resulted in an unexpected change to the funding limits of certain accounts. Technical teams are responding to correct the limits and release the funds with the expectation that any impacted merchants will be funded in the funding cycle this evening."</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>09:23</var> EST</small><br><strong>Investigating</strong> - A small subset of our merchants may be experiencing a delay in batch settlement. This may cause funding to be delayed. We are investigating and will update once we have additional information.</p>tag:status.cardknox.com,2005:Incident/195764102024-01-01T09:54:24-05:002024-01-01T09:54:24-05:00EBT Transaction Processing Issues<p><small>Jan <var data-var='date'> 1</var>, <var data-var='time'>09:54</var> EST</small><br><strong>Resolved</strong> - This incident is resolved.</p><p><small>Dec <var data-var='date'>31</var>, <var data-var='time'>21:02</var> EST</small><br><strong>Investigating</strong> - We are receiving reports of intermittent transaction processing errors for EBT. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/193538342023-12-06T11:16:06-05:002023-12-06T11:16:06-05:00USAePay Delayed Batch Settlement<p><small>Dec <var data-var='date'> 6</var>, <var data-var='time'>11:16</var> EST</small><br><strong>Resolved</strong> - USAePay has advised us that, due to technical issues on their platform, a number of batches did not settle yesterday. This may cause funding to be delayed for affected Merchants. Any affected batches will be settled with a delay of 24 hours.</p>tag:status.cardknox.com,2005:Incident/192278372023-11-27T20:57:04-05:002023-11-27T20:57:04-05:00Transaction Processing Issues on Merchant Portal<p><small>Nov <var data-var='date'>27</var>, <var data-var='time'>20:57</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>27</var>, <var data-var='time'>16:39</var> EST</small><br><strong>Monitoring</strong> - Our engineering team has identified the issue to be caused by a 3rd party Web filter. If you are still having trouble, please reach out to your filter provider so they can assist.</p><p><small>Nov <var data-var='date'>27</var>, <var data-var='time'>12:11</var> EST</small><br><strong>Investigating</strong> - We are receiving reports of the Merchant Portal displaying an error to some users when attempting to process transactions. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/192112592023-11-26T11:29:31-05:002023-11-26T11:29:31-05:00Batch Summary Delay<p><small>Nov <var data-var='date'>26</var>, <var data-var='time'>11:29</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>11:21</var> EST</small><br><strong>Identified</strong> - We have identified an issue that prevented some batch summary and ACH email reports from being sent out. Funding will not be delayed as a result. We have resolved the issue and the reports have been sent.</p>tag:status.cardknox.com,2005:Incident/185573922023-09-20T13:45:01-04:002023-09-20T13:45:01-04:00EBT Transaction Processing Issues<p><small>Sep <var data-var='date'>20</var>, <var data-var='time'>13:45</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>20</var>, <var data-var='time'>12:23</var> EDT</small><br><strong>Monitoring</strong> - We have identified and resolved the issue that was preventing some EBT transactions from processing successfully. We will continue to monitor transaction processing.</p><p><small>Sep <var data-var='date'>20</var>, <var data-var='time'>12:08</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of intermittent EBT transaction processing errors on specific FISERV platforms. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/184538262023-09-10T10:10:18-04:002023-09-10T10:10:18-04:00ProfitStars ACH Transaction Processing Issues<p><small>Sep <var data-var='date'>10</var>, <var data-var='time'>10:10</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>10</var>, <var data-var='time'>00:06</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of ACH transactions failing on the ProfitStars platform. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/184007322023-09-05T19:31:00-04:002023-09-05T19:31:00-04:00ProfitStars ACH Transaction Processing Issues<p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>19:31</var> EDT</small><br><strong>Resolved</strong> - ProfitStars has advised that they have resolved the issue. This incident is now closed.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>18:32</var> EDT</small><br><strong>Identified</strong> - ProfitStars has confirmed that they are experiencing technical issues that are causing intermittent transaction failures. Their technical teams are actively working on resolving the issues.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>18:24</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of ACH transactions failing on the ProfitStars platform. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/182025042023-08-20T14:34:24-04:002023-08-20T14:34:24-04:00Fiserv Transaction Processing Issues<p><small>Aug <var data-var='date'>20</var>, <var data-var='time'>14:34</var> EDT</small><br><strong>Resolved</strong> - Transaction approval rates have returned to normal. This incident is resolved.</p><p><small>Aug <var data-var='date'>20</var>, <var data-var='time'>11:23</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of intermittent transaction processing errors on multiple Fiserv platforms. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/181628912023-08-16T16:02:42-04:002023-08-16T16:02:42-04:00Batch Summary Delay<p><small>Aug <var data-var='date'>16</var>, <var data-var='time'>16:02</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>16</var>, <var data-var='time'>10:06</var> EDT</small><br><strong>Monitoring</strong> - The issue has been identified and resolved. Delayed emails will be sent out over the next couple of hours.</p><p><small>Aug <var data-var='date'>16</var>, <var data-var='time'>09:47</var> EDT</small><br><strong>Investigating</strong> - We have identified an issue that is preventing some batch summary and ACH email reports from being sent out. Funding will not be delayed as a result. We are working on resolving this issue and will update this page once the reports have been sent.</p>tag:status.cardknox.com,2005:Incident/175770172023-06-14T23:05:38-04:002023-06-14T23:05:38-04:00Transaction Processing Issues<p><small>Jun <var data-var='date'>14</var>, <var data-var='time'>23:05</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'>14</var>, <var data-var='time'>19:35</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jun <var data-var='date'>14</var>, <var data-var='time'>19:32</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of intermittent transaction processing errors. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/172189182023-05-11T16:38:03-04:002023-05-11T16:38:03-04:00Fiserv North Funding Delay<p><small>May <var data-var='date'>11</var>, <var data-var='time'>16:38</var> EDT</small><br><strong>Resolved</strong> - Fiserv has notified us that any delayed funding will be funded with tonight's funding cycle. This incident is now considered resolved.</p><p><small>May <var data-var='date'>11</var>, <var data-var='time'>13:13</var> EDT</small><br><strong>Monitoring</strong> - Fiserv has released the following statement:<br /><br />Fiserv experienced an issue settling a small subset of transactions yesterday, 05/10/2023, for clients using our North front end host data capture protocol. This will result in a full or partial delay in funding and reporting for those items. Recovery activities are in process to complete transaction processing on those items.<br /><br />There was no impact on authorizations.</p><p><small>May <var data-var='date'>11</var>, <var data-var='time'>10:06</var> EDT</small><br><strong>Identified</strong> - We are receiving reports of a funding delay for Merchants processing on the Fiserv North platform. We have reached out to Fiserv and will update here once we receive more information.</p>tag:status.cardknox.com,2005:Incident/171101562023-05-02T08:39:23-04:002023-05-02T08:39:23-04:00eWIC Transaction Processing Issues<p><small>May <var data-var='date'> 2</var>, <var data-var='time'>08:39</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>May <var data-var='date'> 1</var>, <var data-var='time'>17:01</var> EDT</small><br><strong>Monitoring</strong> - We are still seeing eWIC transactions intermittently fail. We will update as any more information becomes available.</p><p><small>May <var data-var='date'> 1</var>, <var data-var='time'>10:54</var> EDT</small><br><strong>Identified</strong> - We are receiving reports of intermittent transaction processing errors when attempting to process eWIC transactions. We have not yet received any notification from the eWIC processors regarding any incident on their end but we will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/164779352023-03-13T15:30:29-04:002023-03-13T15:30:29-04:00Third Party Vendor Disruption<p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>15:30</var> EDT</small><br><strong>Resolved</strong> - All systems are fully functional. This issue has been resolved.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>12:21</var> EDT</small><br><strong>Identified</strong> - Transaction processing and Merchant Portal functionality are currently being affected by a 3rd party service disruption. We are working on redirecting traffic to secondary systems.</p>tag:status.cardknox.com,2005:Incident/157505652022-12-31T22:44:47-05:002022-12-31T22:44:47-05:00EBT Transaction Processing Issues<p><small>Dec <var data-var='date'>31</var>, <var data-var='time'>22:44</var> EST</small><br><strong>Resolved</strong> - EBT transaction approval levels have returned to normal. This incident is now closed.</p><p><small>Dec <var data-var='date'>31</var>, <var data-var='time'>19:47</var> EST</small><br><strong>Investigating</strong> - We are receiving reports of EBT transaction processing errors. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/141138772022-12-04T04:00:45-05:002022-12-04T04:00:45-05:00Scheduled Database Maintenance<p><small>Dec <var data-var='date'> 4</var>, <var data-var='time'>04:00</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'> 4</var>, <var data-var='time'>00:00</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'> 1</var>, <var data-var='time'>16:50</var> EST</small><br><strong>Scheduled</strong> - Please be advised that we be performing scheduled maintenance on some of our databases on Sunday, 12/04/2022, between 12:00 AM EST and 4:00 AM EST due to database maintenance. A small subset of our merchants may be affected during this time. <br /><br />We apologize for any inconvenience.</p>tag:status.cardknox.com,2005:Incident/127663062022-11-09T10:29:48-05:002022-11-09T10:29:48-05:00Phone Service Disruption<p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>10:29</var> EST</small><br><strong>Resolved</strong> - The issue affecting our phone system has been resolved. It was determined to be caused by an external carrier outage. All systems are operational.</p><p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>10:02</var> EST</small><br><strong>Investigating</strong> - We are aware of an issue with our phone service preventing some callers from reaching us. We are investigating and will update this page as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/113547082022-10-03T20:31:51-04:002022-10-03T20:31:51-04:00Fiserv Transaction Processing Issues<p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>20:31</var> EDT</small><br><strong>Resolved</strong> - Fiserv has informed us that this incident has been fully resolved.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>15:56</var> EDT</small><br><strong>Update</strong> - Fiserv has informed us that they have implemented corrective action which has generally restored service to most of their clients. They are monitoring their systems to ensure that this remains the case and at the same time they are working towards complete restoration. We will update here with any new information as it becomes available.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>09:03</var> EDT</small><br><strong>Monitoring</strong> - While Fiserv has not yet confirmed that the issue has been resolved we are seeing transaction approvals at normal levels at this time. We will continue to monitor and update.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>22:06</var> EDT</small><br><strong>Update</strong> - Fiserv as informed us that their engineers are making progress in resolving the issue. They have not yet provided us with an ETA for restoration. Please note that as the disruption seems to be intermittent, transaction retries may be successful.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>20:07</var> EDT</small><br><strong>Identified</strong> - Fiserv has informed us of a disruption across multiple platforms affecting transaction processing.</p>tag:status.cardknox.com,2005:Incident/113313412022-10-01T10:37:50-04:002022-10-01T10:37:50-04:00Clover Portal and Transaction Processing Issues<p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>10:37</var> EDT</small><br><strong>Resolved</strong> - Clover has advised this incident is resolved</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>19:07</var> EDT</small><br><strong>Identified</strong> - Clover has advised they have identified the issue and are working on resolving</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>15:45</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of intermittent transaction processing errors and portal login issues on the Clover platform. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/113018722022-09-28T19:06:17-04:002022-09-28T19:06:17-04:00Transaction Processing and Portal Issues<p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>19:06</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>17:18</var> EDT</small><br><strong>Monitoring</strong> - AWS has indicated that they have resolved the issue. All transactions should now be processing normally and all Cardknox platforms should be up and running. We will continue to monitor to ensure that this is the case.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>16:39</var> EDT</small><br><strong>Update</strong> - We are continuing to route traffic to the alternate location. The Cardknox Merchant Portal is back up though lingering intermittent issues may still occur.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>14:47</var> EDT</small><br><strong>Update</strong> - AWS has taken steps to mitigate the effects of the outage. At the same time, we are routing transactions to an alternate processing server.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>13:21</var> EDT</small><br><strong>Identified</strong> - AWS (Amazon Web Services) has acknowledged that they are experiencing an issue on their end and they are investigating. We will update as more information becomes available.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>12:49</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>12:49</var> EDT</small><br><strong>Investigating</strong> - We are investigating an issue causing transactions to fail, as well as preventing access to the Cardknox Merchant Portal. At this point, the cause of this behavior seems to be an outage at one of our downstream vendors. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/110056902022-08-28T15:32:46-04:002022-08-28T15:32:46-04:00EBT Transaction Processing Issues<p><small>Aug <var data-var='date'>28</var>, <var data-var='time'>15:32</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>28</var>, <var data-var='time'>11:28</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of EBT transactions failing and/or lengthy transaction processing times due to an EBT network issue. We will update as more information becomes available.</p>tag:status.cardknox.com,2005:Incident/109018772022-08-24T14:26:04-04:002022-08-24T14:26:04-04:00Merchant Portal Login Issue<p><small>Aug <var data-var='date'>24</var>, <var data-var='time'>14:26</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>24</var>, <var data-var='time'>13:32</var> EDT</small><br><strong>Identified</strong> - Our engineers have identified the issue as stemming from an AWS outage affecting multiple services. Amazon has confirmed that they are aware of the issue and they are working on a resolution. We will continue to update as more information becomes available.</p><p><small>Aug <var data-var='date'>24</var>, <var data-var='time'>13:14</var> EDT</small><br><strong>Investigating</strong> - We are receiving reports of users having trouble logging into the Cardknox Merchants Portal. We are investigating and will update as soon as more information becomes available.</p>