Support portal and ticketing intermittently unavailable — third-party service disruption

Update timeline

1. monitoring Sep 16, 2026, 09:50 AM UTC

   Payment processing is not affected. Transactions, API endpoints, and settlement are operating normally. A service disruption at a third-party provider is intermittently affecting our support portal and ticketing system. Since 09:50 CEST, access has been inconsistent: logins may succeed occasionally and then fail again moments later, and pages may load slowly or error out. During these periods, tickets submitted by customers may not reach our support team, and we may be unable to view or respond to tickets already in the queue. Because the disruption is intermittent, some tickets may come through but will not be immediately visible to the support team. A successful login does not mean the issue is resolved due to the intermittent issues. We will confirm here when service is stable. The provider has traced the disruption to an issue with an internal login service. This is not a security incident, and no customer data is affected. No estimated resolution time has been provided. We are receiving updates from the provider and will post our own update as we get them from the third-party.

2. resolved Sep 17, 2026, 09:57 AM UTC

   The third-party has resolved the intermittent issues they experienced over the last 23 hours. You should now be able to successfully submit cases consistently via the Customer Portal and our support teams are able to view and update tickets consistently again. Thank you for your patience.