Business Center Transaction Search and Case Manager Service Disruption

Update timeline

1. investigating Nov 24, 2025, 04:28 PM UTC

   Cybersource is aware of an issue that is currently affecting the Business Centerfor Transaction Search and Case Manager. We are investigating the cause and working urgently to resolve the issue. Impact:Merchants may experience missing transaction or slow searches in Transaction search and Case Management Search. Reported Start Time:24 November 2025 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 Incident #:INC23040111

2. investigating Nov 24, 2025, 05:22 PM UTC

   Cybersource continues to investigate the issue that is currently affecting the Business Center for Transaction Search and Case Manager. We are working urgently to resolve the issue and appreciate your patience. Impact:Merchants may experience missing transactions or slow searches in Transaction Search and Case Management. Reported Start Time:24 November 2025 Next Update: As status changes or additional information is provided. 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 Incident #:INC23040111

3. investigating Nov 25, 2025, 02:58 PM UTC

   Cybersource continues to investigate the issue that is currently affecting the Business Center for Transaction Search and Case Manager. We are working urgently to resolve the issue and appreciate your patience. Impact:Merchants may experience missing transactions or slow searches in Transaction Search and Case Management. Reported Start Time: 24 November 2025 Next Update: As status changes or additional information is provided. 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 Incident #:INC23040111 & INC23054295

4. investigating Nov 25, 2025, 07:25 PM UTC

   We are observing stability for Transaction Search and Case Manager. We continue to monitor and appreciate your patience. Impact:Merchants may have experienced intermittent missing transactions or slow searches in Transaction Search and Case Management. Reported Start Time: 24 November 2025 Next Update: As status changes or additional information is provided. 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 Incident #:INC23040111 & INC23054295

5. investigating Nov 26, 2025, 04:59 PM UTC

   We are receiving reports of latency for Transaction Search and Case Manager. We are continuing to investigate and are working urgently to resolve the issue. Impact:Merchants may have experienced intermittent missing transactions or slow searches in Transaction Search and Case Management. Reported Start Time: 24 November 2025 Next Update: As status changes or additional information is provided. 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 Incident #:INC23040111 & INC23054295

6. monitoring Nov 27, 2025, 06:23 PM UTC

   A fix has been implemented and we are monitoring closely to ensure the issue is resolved. Impact: The issue has been mitigated and customers are now able to use the Business Center for Transaction Search and Case Manager as expected. Reported Start Time:24 November 2025 Reported End Time: 27 November 2025 Next Update: As current status changes. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: INC23040111

7. monitoring Nov 29, 2025, 12:37 AM UTC

   A fix has been implemented and we are monitoring closely to ensure the issue is resolved. Impact: The issue has been mitigated and customers are now able to use the Business Center for Transaction Search and Case Manager as expected. Reported Start Time:24 November 2025 Reported End Time: 27 November 2025 Next Update: As current status changes. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: INC23040111

8. resolved Dec 02, 2025, 01:38 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: 24 November 2025 Reported End Time: 27 November 2025 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 #: INC23040111 & INC23054295

9. postmortem Dec 04, 2025, 04:21 AM 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-09662)