TSYS Latency and Transaction Timeout Issues

Update timeline

1. investigating Oct 23, 2025, 04:33 PM UTC

   We are currently investigating reports of high latency from our payment processor, TSYS, which may result in transactions timing out. In some cases, a card authorization may occur without the transaction finalizing. If a payment does not appear within the MyTime ticket, the payment was not captured and will need to be attempted again. Please note that if you retry the payment, there may be multiple authorizations on the client’s card statement; however, only the payment that records to the MyTime ticket will finalize once settlement is complete. In the meantime, you can process payments using one of the following methods: • Accept payment using cash, or • If you have the client's card saved, you can retry the payment at a later time, or • Manually key-in the card • In a PCI-approved manner, securely record the card number and key in the transaction at a later time once processing has stabilized. We are actively monitoring the situation and will post updates as more information becomes available.

2. investigating Oct 23, 2025, 04:57 PM UTC

   We are continuing to work with TSYS to resolve the issue. **If a payment does not appear within the MyTime ticket, the payment was not captured and will need to be attempted again.** Please note that if you retry the payment, there may be multiple authorizations on the client’s card statement; however, only the payment that records to the MyTime ticket will finalize. In the meantime, you can process payments using one of the following methods: • Accept payment using cash, or • If you have the client's card saved, you can retry the payment at a later time, or • Manually key-in the card • In a PCI-approved manner, securely record the card number and key in the transaction at a later time once processing has stabilized.

3. identified Oct 23, 2025, 05:33 PM UTC

   TSYS identified the issue and applied a fix about 15 minutes ago. System performance is improving and being monitored.

4. resolved Oct 23, 2025, 05:51 PM UTC

   This incident has been resolved.