Worldpay Core Processing - Transaction Authorizations

Update timeline

1. investigating Dec 29, 2024, 03:24 PM UTC

   There is an issue with processing credit cards across all sales channels. Our team is investigating the root issue to get this resolved as soon as possible.

2. investigating Dec 29, 2024, 03:56 PM UTC

   Our team is still investigating the issue. We will share an update once the root cause of the card failures has been identified.

3. identified Dec 29, 2024, 04:16 PM UTC

   We have confirmed that the issue is related to the payment processor network utilized on our platform. We are awaiting an update from our partner service once the root issue has been resolved.

4. monitoring Dec 29, 2024, 05:15 PM UTC

   Service with the credit card processor should be normalizing. Our team is actively monitoring.

5. resolved Dec 29, 2024, 05:34 PM UTC

   All card services are now operating as expected.

6. postmortem Dec 31, 2024, 06:07 PM UTC

   On Sunday 12/29/24 between 9:49 AM-11:43 AM EST there was an incident affecting authorizations for credit card transactions using the Worldpay payment processor. During this time, transactions may have been pre-approved but would not have been settled unless an order was created in ACME. In cases where a customer tried a card but recieved an error, they will see a “pending” amount on their statements but not a final charge. These pending authorizations are expected to drop off within 10 business days.