EBC Users Unable to Login When Username Contains a Dot(.)

Update timeline

1. investigating Sep 16, 2026, 07:28 AM UTC

   Cybersource is aware of an issue that is currently affecting Enterprise Business Center. We are investigating the cause and working urgently to resolve the issue. Impact: Merchants are currently unable to log in to EBC when their usernames contain a period/dot (".") character. Reported Start Time: 15th September 2026 Next Update: Within 60 minutes We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center

2. investigating Sep 16, 2026, 07:30 AM UTC

   Cybersource is aware of an issue that is currently affecting Enterprise Business Center. We are investigating the cause and working urgently to resolve the issue. Impact: Merchants are currently unable to log in to EBC when their usernames contain a period/dot (".") character. Reported Start Time: 15th September 2026 Next Update: Within 60 minutes We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center

3. identified Sep 16, 2026, 10:12 AM UTC

   We have identified the issue affecting Enterprise Business Center. We are working urgently to resolve the issue. Impact: Merchants are currently unable to log in to EBC when their usernames contain a period/dot (".") character. Reported Start Time: 15th September 2026 Next Update: Within 60 minutes We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Portals - Access/Login - Business Center

4. identified Sep 16, 2026, 11:42 AM UTC

   We have identified the issue affecting Enterprise Business Center, and continue to work urgently to resolve the issue. Impact: Merchants are currently unable to log in to EBC when their usernames contain a period/dot (".") character. Reported Start Time: 15th September 2026 Next Update: As status changes We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Portals - Access/Login - Business Center

5. resolved Sep 16, 2026, 01:39 PM UTC

   The issue affecting the Business Center has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences. Reported Start Time: 15th September 2026 Reported End Time: 16th September 2026 Impact: Customers are now able to use the Business Center as normal. Next Update: No further updates, issue resolved. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: INC27015508

6. postmortem Sep 21, 2026, 12:24 PM UTC

   Clients and merchants can access the Post Incident Report with their Support Center login credentials at the following link. [Post Incident Report](https://support.visaacceptance.com/knowledgebase/Knowledgearticle/?code=KA-12078)