Postmortem: ## Executive Summary
On March 10, 2026, between 12:33 and 13:00 UTC, our Payment Initiation Service and Account Information Service experienced a temporary disruption that prevented successful processing of payment initiation and account information requests from clients and partners.
The incident has been fully resolved.
We sincerely apologize for the interruption and any impact this may have caused to your operations.
Incident Overview
|
|
| Incident Date |
10 Mar 2026 |
| Duration |
~27 minutes (12:30-13:00 UTC) |
| Impact |
Temporary inability to process payment initiation and account information requests. |
| Current Status |
✅ Resolved. Infrastructure restored and operating normally |
What Happened
The disruption was caused by an infrastructure-level configuration change required due to hardware-related issues affecting one of our network components.
As a result of this change, the application layer temporarily lost the ability to establish database connections.
This was not related to any client-side integration or API change.
Timeline (UTC)
| Time |
Event |
| 12:33 |
Service disruption detected via monitoring alerts |
| 12:34 |
Engineering team engaged |
| 12:45 |
Corrective action applied |
| 12:46 |
First successful payment processed |
| 13:00 |
Services fully restored. |
Root Cause
The disruption was caused by an infrastructure-level configuration change required due to hardware-related issues affecting one of our network components.
As a result of this change, the application layer temporarily lost the ability to establish database connections, leading to payment processing failures.
This was not related to any client-side integration or API change.
Resolution
The issue was resolved by restarting affected application processes to ensure proper re-establishment of database connections following the infrastructure update.
Normal payment processing resumed at 12:45 UTC.
The first successful payment after recovery was processed at 12:46 UTC.
Corrective & Preventive Measures
We have initiated the following actions to prevent recurrence:
- Application-level resilience improvements
Enhancing database connection handling to better tolerate infrastructure changes.
- Additional validation checks
Implementing safeguards to ensure application awareness of infrastructure-level changes in real time.
Contact
If you have any questions about this incident or need assistance with affected transactions, please contact your account manager or reach out to our support team.
We remain committed to providing reliable payment services and appreciate your continued partnership.
This report is intended for authorized partners only. Please do not distribute externally.
