Encoded - Notice history

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Notice history

May 2026

No notices reported this month

Apr 2026

INC-148 - 3D Secure
  • Postmortem
    Postmortem

    Customer Incident Report: 3DS Payment Processing Issue

    Summary

    On 30 April 2026, an issue affected some payment journeys that required 3D Secure authentication. During the incident, some customers may have been unable to complete payments successfully where 3D Secure verification was required.

    The issue was caused by an expired authentication component used within our 3D Secure integration. Once identified, this was renewed and updated across the affected services.

    A further affected service path was later identified following customer reporting affecting a single customer and was resolved on 6 May 2026.

    Impact

    The issue affected some online payment attempts that required 3D Secure authentication.

    Customers attempting affected transactions may have experienced failed or interrupted payment journeys. Not all payment types or customers were affected.

    There is no evidence from this incident of unauthorised access, data compromise, or payment card data exposure.

    Timeline

    Date / Time

    Event

    30 April 2026, approximately 11:33 BST

    Initial signs of 3D Secure payment failures were detected.

    30 April 2026, 11:45 BST

    An internal incident was raised and investigation began.

    30 April 2026, 11:55 BST

    The cause was identified as an expired authentication component used by the 3D Secure integration.

    30 April 2026, approximately 12:30 BST

    A replacement was generated and applied to the affected services.

    5 May 2026

    A permanent software update was progressed to ensure future releases included the updated component.

    6 May 2026

    A further affected service path was reported, investigated, and resolved.

    Root Cause

    The incident was caused by an expired authentication component used by our 3D Secure integration.

    This prevented some services from completing the required 3D Secure authentication step, resulting in failed payment attempts for affected journeys.

    Resolution

    A replacement authentication component was generated and applied to the affected services. The relevant software configuration was also updated so that future deployments include the corrected version.

    Following further customer reporting, an additional affected service path was identified and resolved on 6 May 2026.

    Corrective and Preventative Actions

    We have identified the following actions to reduce the likelihood of recurrence:

    Action

    Status

    Update the affected 3D Secure integration component across services.

    Completed

    Ensure future software releases include the updated component.

    Completed / verified through release process

    Review affected payment journeys and service paths to confirm coverage.

    Completed

    Improve renewal tracking and alerting for time-sensitive integration components.

    In progress

    Review deployment processes to reduce reliance on manual updates.

    In progress

    Improve post-incident validation across customer-specific payment journeys.

    In progress

    Customer Guidance

    Any affected payment attempts during the incident window may need to be retried by the payer.

    Where there is any uncertainty about the final status of a payment attempt, please contact Encoded Support so we can assist with checking the transaction outcome.

  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    We have implemented a fix and are currently monitoring 3D Secure.

  • Investigating
    Investigating

    We are currently investigating an incident with 3D Secure. Customers may receive SSL certificate expiry warnings when attempting to complete online payments.

    Further updates will be provided as they are available.

Mar 2026

MNT-74 - Scheduled Maintenance - Encoded Data Centre Migration
  • Update
    April 28, 2026 at 1:08 PM
    Update
    April 28, 2026 at 1:08 PM

    We have now decommissioned our Colo 2 data centre. Customers who whitelisted our Colo 2 IP addresses can now safely remove these from any system rules in place.

    Colo 2 Decommissioned IP Addresses:
    217.171.109.116/32
    217.171.109.117/32
    217.171.109.126/32

    Customers with VPNs in place can remove their site-to-site configurations for Colo2.

  • Completed
    March 29, 2026 at 2:13 AM
    Completed
    March 29, 2026 at 2:13 AM

    The data centre migration has been completed successfully.

    Services were brought online via our new data centre (Colo1) at 00:39. Encoded engineers have tested and verified service functionality and processed any outstanding file reports and account file imports.

    If you experience any technical difficulties with your services, please reach out to the Encoded Service Desk.

  • In progress
    March 28, 2026 at 11:00 PM
    In progress
    March 28, 2026 at 11:00 PM
    Maintenance is now in progress
  • Update
    March 23, 2026 at 2:44 PM
    Update
    March 23, 2026 at 2:44 PM

    This is a reminder that our data centre migration is scheduled to take place on the evening of Saturday the 28th of March, continuing into the morning of Sunday 29th March.

    The maintenance window will run from 23:00 on Saturday through to 08:00 on Sunday.

    All services will be taken offline from approximately 00:00 as we begin the migration process. It is expected that the migration will take approximately 20 to 30 minutes to fully complete. Customers should anticipate a complete loss of availability of services during this time, as well as periods of service instability as services are brought back online.

    Following the migration, the team will perform a full suite of testing to ensure service availability and stability.

    Should it be necessary to roll back the migration progress, this will also take approximately 20 to 30 minutes, and full communication will be provided via the status page.

    File Imports and Exports:
    Customers who send or receive files from Encoded via SFTP will experience delays in the processing of file imports and transaction file exports during the maintenance window. Encoded will ensure that any pre-scheduled tasks are run once the migration has been finalised.


    Further updates will be provided via our status page, with confirmation once the migration has been successfully completed.

  • Update
    March 02, 2026 at 3:24 PM
    Update
    March 02, 2026 at 3:24 PM

    This update provides information for IP whitelisting ahead of our planned infrastructure migration on 28 March 2026.

    Please keep any current IP whitelisting in place to ensure service availability up until, and in the event of any potential rollback to our Colo 2 data centre. We will provide an update once any Colo 2 IP whitelisting can be safely removed from your systems.

    Primary Site:

    • 185.74.25.233/32

    • 185.74.25.234/32

    • 185.74.25.235/32


    DR:

    • 83.126.53.0/28

    • 83.126.51.208/28

    Site-to-site VPNs

    All customers with site-to-site VPNs set up with Encoded have been contacted. If you believe you should have been contacted but haven't, please reach out to our support team to verify if any action is required.

  • Planned
    December 08, 2025 at 1:00 PM
    Planned
    December 08, 2025 at 1:00 PM

    We are writing to provide you with advance notice of an upcoming infrastructure change scheduled for next year. As part of our ongoing investment in our platform, we will be bringing online two new data centres and migrating services from our current primary hosting location to these new sites.

    Planned migration window:

    Saturday 28 March 2026 (evening) into Sunday 29 March 2026 (early hours)

    Contingency window:

    Saturday 11 April 2026 (evening) into Sunday 12 April 2026 (early hours)

    This activity forms part of our long-term technology roadmap and reflects continued investment in capacity, connectivity, and overall platform resilience. The additional sites will provide greater flexibility, enhanced routing options, and a stronger foundation for future growth.

    During the migration window, there will be periods of planned downtime while systems are transitioned. A full rollback plan is in place, and a separate contingency date exists to ensure the work can be completed in a controlled and predictable manner if required.

    Over the coming months, our team will reach out to your IT representatives where any customer-specific actions are required, such as VPN configuration, IP allow-listing, or other network-related changes, to ensure continuity of service following the migration.

    Further communications will be issued as we approach the migration date, including more detailed information on expected service impact and timelines.

    If you have any questions in the meantime, please do not hesitate to contact us via the Encoded Service Desk.

Mar 2026 to May 2026

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