Encoded - Notice history

All systems operational

Notice history

Jul 2025

No notices reported this month

Jun 2025

INC-135 Encoded Data Centre intermittent connectivity issues
  • Resolved
    Resolved
    After monitoring services overnight we can confirm that this incident has been resolved.
  • Monitoring
    Monitoring

    Our upstream providers have completed the rollbacks and service availability has been restored.

    We will continue monitoring and provide further updates in due course.

  • Update
    Update

    Our upstream providers have confirmed with us that they are bringing forward their rollback of their updates to 17:00 - 18:00 BST on June 12th.

    As previously mentioned, during this rollback it is expected that there will be period of downtime across all services whilst this update is applied and this is expected to last less than 5 minutes.

    We will monitor services and will provide updates once the rollback has been completed.

  • Identified
    Identified

    Our upstream providers have identified the root cause of the intermittent connectivity issues. A rollback of their recent changes is scheduled to take place between 06:00 and 08:00 BST on June 13th.

    We have been advised that this maintenance will involve a brief period of service unavailability across all services, expected to last less than 5 minutes during the rollback window.

    Once the rollback is complete, we will continue monitoring all systems and will provide a further update.

  • Investigating
    Investigating
    Our upstream ISP and data centre provider are currently experiencing intermittent internet connectivity issues following an update completed on June 11th. As a result, Encoded has observed brief interruptions to web-based services overnight, which are continuing intermittently today. In rare cases, customers using web based services may encounter "Error 503: Backend unavailable, connection timeout" messages: * Hosted Payment Pages * Gateway API * Virtual Terminal * Web Modules (e.g., Transactions, Timetables) * IVR (Transaction attempts and API account lookups) These errors typically resolve upon refreshing the page. We are actively working with our upstream partners to identify and resolve the root cause. This page will be updated as soon as more information becomes available.
Non-scheduled emergency update in progress 04/06/2025
  • Completed
    June 04, 2025 at 1:38 PM
    Completed
    June 04, 2025 at 1:38 PM
    Maintenance has completed successfully.
  • In progress
    June 04, 2025 at 10:40 AM
    In progress
    June 04, 2025 at 10:40 AM
    Maintenance is now in progress
  • Planned
    June 04, 2025 at 10:40 AM
    Planned
    June 04, 2025 at 10:40 AM

    We are beginning an emergency release for the following service.

    • 3D Secure API

    Services will remain available throughout this release window, as updates are applied in a controlled and graceful manner.


    No disruption is expected, but we will monitor closely and provide a updates once this release window has been completed.

    If you have any questions regarding this maintenance, please contact us via the Encoded Service Desk.

May 2025

MNT-68 - Scheduled Maintenance - Encoded Data Centre
  • Completed
    June 01, 2025 at 3:53 AM
    Completed
    June 01, 2025 at 3:53 AM
    Maintenance has completed successfully.
  • In progress
    May 31, 2025 at 10:00 PM
    In progress
    May 31, 2025 at 10:00 PM
    Maintenance is now in progress
  • Planned
    May 31, 2025 at 10:00 PM
    Planned
    May 31, 2025 at 10:00 PM

    Engineers will be on site at our Colo 2 data centre from 11pm on the 31st of May to 4am on the 1st of June.

    We will be performing a hardware migration on our network perimeter switches and completing firmware updates. Due to the nature of these changes, there will be interruption across all services whilst we migrate hardware and complete updates.

    The work which will incur downtime will only be undertaken between 01:00am - 03:00am on the 1st of June to minimise disruption to customers.

Non-scheduled emergency update in progress 29/05/2025
  • Completed
    May 29, 2025 at 2:00 PM
    Completed
    May 29, 2025 at 2:00 PM
    Maintenance has completed successfully.
  • In progress
    May 29, 2025 at 1:35 PM
    In progress
    May 29, 2025 at 1:35 PM
    Maintenance is now in progress
  • Planned
    May 29, 2025 at 1:35 PM
    Planned
    May 29, 2025 at 1:35 PM

    We are beginning an emergency release for the following service.

    • Encoded Gateway API

    Services will remain available throughout this release window, as updates are applied in a controlled and graceful manner.


    No disruption is expected, but we will monitor closely and provide a updates once this release window has been completed.

    If you have any questions regarding this maintenance, please contact us via the Encoded Service Desk.

INC-134 - Third Party Incident - Cashflows Payment Gateway
  • Resolved
    Resolved

    This incident has been resolved as of 10:19am by Cashflows and post incident monitoring is in place. Please see below for full correspondence:

    The issue was identified and we have performed recovery actions to restore service.
    Transactions were being processed normally from 10:19am.

    Technology Teams will continue to monitor.

  • Update
    Update
    Cashflows are continuing to work on a fix for this incident.
  • Identified
    Identified
    Encoded Reference: INC-134 From approximately 10:03 today, all transactions processed via the Cashflows payment gateway are returning with an error response. Cashflows are aware of the incident and are currently working to resolve. Please see official correspondence below: \- _We understand that Cashflows services are currently down._ _Technology teams are currently investigating the issue. Further updates will be provided in due course._
INC-133 - Primary Database Failover
  • Resolved
    Resolved

    We would like to inform you that the issue affecting transaction responses and processing has been resolved. Since taking remedial action, no further problems have been observed. The Encoded team has confirmed and marked this incident as resolved.

    Incident Summary:

    Time of Incident: 11:49 AM - 12:35 PM

    Transaction responses were not being received or stored in our internal transaction database from any payment gateways.

    Impact:

    Customers and end users may have experienced issues with logins, service availability, and transaction processing during this time. Service restarts and a database failover were performed to restore normal operations.

    At present, we do not believe any transactions were processed without being accounted for in customer reports. We are continuing to work closely with our payment gateway partners to verify this and ensure full reconciliation. Once verification has been completed, any affected customers will be contacted directly.

  • Monitoring
    Monitoring

    We have completed a database failover and are seeing transaction responses being stored as expected again.

    We will continue to monitor services and provide updates as neccesary.

  • Identified
    Identified

    The Encoded technical team have identified the root cause and are working on restoring services.

  • Investigating
    Investigating

    We are currently investigating a potential service incident which is affecting transaction responses being stored.

    Once we have further information this page will be updated.

Tuesday updates in progress 20/05/2025
  • Completed
    May 20, 2025 at 10:45 AM
    Completed
    May 20, 2025 at 10:45 AM

    The updates for the following services has been completed.

    • Encoded Gateway API

    • Encoded Hosted Payment Pages

    If you have any questions regarding this update, please contact us via the Encoded Service Desk.

  • In progress
    May 20, 2025 at 8:20 AM
    In progress
    May 20, 2025 at 8:20 AM
    Maintenance is now in progress
  • Planned
    May 20, 2025 at 8:20 AM
    Planned
    May 20, 2025 at 8:20 AM

    We are beginning our regular Tuesday service updates for the following services.

    • Encoded Gateway API

    • Encoded Hosted Payment Pages


    Services will remain available throughout this release window, as updates are applied in a controlled and graceful manner.


    No disruption is expected, but we will monitor closely and provide a updates once this release window has been completed.

    If you have any questions regarding this maintenance, please contact us via the Encoded Service Desk.

May 2025 to Jul 2025

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