Resolved after 20 hours 47 minutes, affecting API and Paydirect.io / Direct, on November 18, 2025.
**Overview** Between 11:32 AM and 4:00 PM UTC on 18th November 2025, customers experienced intermittent access issues to the Direct portal and API due to an external service provider disruption. During the incident, some users were unable to log in to the Direct portal or connect via the API. No customer data was lost or compromised. **Resolution & Next Steps** The provider fully resolved the underlying issue by 16:00 UTC. Following restoration, our team conducted internal remediation checks to confirm that all services were operating normally. A formal notification was issued via our status page the following day. We continue to monitor systems closely and maintain coordination with the provider to help prevent future disruptions. We appreciate your patience and apologise for any inconvenience caused during the incident.
Other major vendors with incidents that started within 30 minutes of this one
Affected components
Update timeline
- identified Nov 18, 2025, 11:59 AM UTC
We're currently aware of an issue preventing some customers from logging into the Direct portal. Our team is investigating this as a priority and working to restore normal access as quickly as possible.
- identified Nov 18, 2025, 12:16 PM UTC
We have identified that the issue affecting access to the Direct portal is also impacting API connection. Our team is investigating this as a priority and working to restore normal access as quickly as possible.
- monitoring Nov 18, 2025, 02:52 PM UTC
Access to the Direct portal and API has been restored, but we are aware that the provider is still experiencing ongoing issues which may cause some instability. We are actively monitoring the situation and working with the provider to ensure full resolution.
- resolved Nov 19, 2025, 08:46 AM UTC
The issue affecting access to the Direct portal and API has now been fully resolved. All services are operating normally. We are completing an internal review to confirm that any impacts have been fully remediated and to ensure continued stability. Thank you for your patience.
- postmortem Nov 25, 2025, 02:46 PM UTC
**Overview** Between 11:32 AM and 4:00 PM UTC on 18th November 2025, customers experienced intermittent access issues to the Direct portal and API due to an external service provider disruption. During the incident, some users were unable to log in to the Direct portal or connect via the API. No customer data was lost or compromised. **Resolution & Next Steps** The provider fully resolved the underlying issue by 16:00 UTC. Following restoration, our team conducted internal remediation checks to confirm that all services were operating normally. A formal notification was issued via our status page the following day. We continue to monitor systems closely and maintain coordination with the provider to help prevent future disruptions. We appreciate your patience and apologise for any inconvenience caused during the incident.
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