Pagero Service Status

Resolved: We discovered Oct 21, 2025 02:28:12 UTC that the StaticMapping service was incorrectly applying scripts to the wrong document types. This caused some documents to fail and others to be processed incorrectly. The issue only affected Pagero customers with multiple recipients and active enrichment scripts for different document types. A stable release was deployed at Oct 21, 12:39:41 UTC and the previously failed documents have been successfully processed. We're still investigating to find any documents that may have been affected by incorrect mappings. We apologize for the inconvenience and will share updates as soon as we have more information.

If you have any questions, please contact our Support team

Resolved: This incident has been resolved.

Monitoring: We're actively investigating an issue that affected our phone services as part of a broader global AWS outage. Inbound calls are working again, but you may still experience occasional interruptions while we finalize a fix. We're working closely with our platform provider to ensure stability and a full resolution.

All other support channels, web case creation, email, and live chat, are operating normally.

We're monitoring this closely and will share updates as we have them. Thank you for your patience and understanding.

Identified: We’ve identified that the issue affecting our phone services is related to a broader global AWS outage. This disruption is causing issues with inbound calls. The impacted platform continues to work toward resolution. All other support channels — including web case creation, email, and live chat — remain fully available.

We’re closely monitoring the situation and will continue to provide updates as more information becomes available. Thank you for your continued patience.

Identified: We’re currently experiencing an issue with our phone service provider that is impacting our ability to receive incoming calls. All other support channels — including web case creation, email, and live chat — remain fully operational. Our provider is actively working to resolve the issue, and our internal teams are implementing additional measures to maintain service stability.

We apologize for any inconvenience and appreciate your patience while we work toward a full resolution.

Resolved: We are pleased to report that the delays in document retrieval through both the Document API and Document Web interface have been fully resolved. Our technical teams have addressed the server-related issue, and document processing is now operating as expected.

Thank you for your patience and understanding while we worked to resolve this matter. If you experience any further issues, please contact us via Support.

Investigating: We are currently still experiencing delays in document retrieval through both the Document API and the Document Web interface. The issue has been identified as server-related, and our technical teams are actively working to resolve it.

In the meantime, we have implemented a temporary mitigation to ensure that documents are processed and made available within a reasonable timeframe. While delays may persist, document processing continues uninterrupted.

We appreciate your continued patience. Please do not hesitate on contact us on Support team.

Investigating: We are continuing to investigate the delays affecting document retrieval via both the Document API and the Document Web interface.

We understand the importance of timely access to your documents and appreciate your continued patience. Our teams are actively working to resolve the issue and will provide further updates as soon as more information becomes available.

If you have any questions, please contact our Support team

Investigating: We are currently investigating some delays when retrieving documents through both the Document API and the Document Web interface. This means that documents might take longer than usual to appear in the new Pagero Online platform and via API queries. Please rest assured that document processing is continuing as normal, and all documents will eventually become available. We appreciate your patience and understanding while we work to resolve this issue.

Resolved: We have identified the root cause of the duplicate reconciliation files issue.

The problem occurred when our services were restarted following the infrastructure incident reported previously in https://status.pagero.com/incidents/fndbwr5xcn5c. During the restart, the same files were processed multiple times before the system had fully synchronized, resulting in duplicate reconciliation files appearing in the service.

The duplicates will either show up as if the same transaction would have been executed several times when checking the reconciliation file(s) or as separate identical reconciliation file(s).

Please note that it is only the reporting that is affected - the actual transactions has NOT been executed incorrectly (multiple times).

If you have any questions, please contact our Support team

Identified: We have identified that the duplicate reconciliation files is limited to files from SEB and transactions with execution date 2025-10-17.

The duplicates will either show up as if the same transaction would have been executed several times when checking the reconciliation file(s) or as separate identical reconciliation file(s). Please note that it is only the reporting that is affected, the actual transactions has NOT been executed incorrectly (multiple times).

We are still investigating the cause of this issue.

If you have any questions, please contact our Support team

Investigating: We’re currently investigating reports of duplicate reconciliation files received by our customers for our E-banking service in Pagero Online. We are working on identifying the cause and impact on customers.

We apologize for any inconvenience and will post new updates as soon as we learn anything more.

If you have any questions, please contact our Support team