Encoded - INC-139 Truevo Gateway Incident – Incident details

All systems operational

INC-139 Truevo Gateway Incident

Resolved
Partial outage 40 %
Started 10 months agoLasted about 5 hours

Affected

Payment Gateways

Partial outage from 6:30 AM to 11:08 AM

Truevo

Partial outage from 6:30 AM to 11:08 AM

Updates
  • Resolved
    UTC
    Resolved

    The Truevo team have confirmed that this incident has been resolved.

    The root cause was due to an unannounced change made by the Truevo gateway this morning, which caused Encoded to receive HTTP 500 errors for some transaction attempts against Truevo merchant accounts.

    Customers may see an increased number of 'Comms Error' payment results with the message 'An unexpected problem happened' in their transaction reporting.

  • Investigating
    UTC
    Investigating
    This incident only impacts customers with gateway services provided by Truevo. If you do not have gateway services with Truevo, you can edit your notification settings by going to [status.encoded.co.uk](http://status.encoded.co.uk) and clicking 'Subscribe to updates' and selecting the components you wish to receive notifications for. Since 07:30am approximately 40% of transactions attempted with the Truevo have failed with a comms error message of 'An unexpected problem happened' - we have reached out to the Truevo team to investigate. Once we have further updates this page will be updated.