Encoded - Notice history

Gateway API under maintenance

Notice history

Nov 2025

MNT-73 Scheduled Maintenance - Encoded Gateway API
Scheduled for November 04, 2025 at 6:00 AM – 8:00 AM about 2 hours
  • Planned
    November 04, 2025 at 6:00 AM
    Planned
    November 04, 2025 at 6:00 AM

    Following our previous maintenance to the UAT environment, we will be updating the Encoded Gateway API on the production environment on the 4th of November from 6am - 8am.

    During this maintenance window services will remain available to customers, but will be deemed 'at risk' during this time due to a reduction in redundancy whilst the update is completed.

Oct 2025

MNT-72 Scheduled Maintenance - Encoded UAT Gateway API
  • Completed
    October 28, 2025 at 4:00 PM
    Completed
    October 28, 2025 at 4:00 PM
    Maintenance has completed successfully.
  • In progress
    October 28, 2025 at 10:00 AM
    In progress
    October 28, 2025 at 10:00 AM
    Maintenance is now in progress
  • Planned
    October 28, 2025 at 10:00 AM
    Planned
    October 28, 2025 at 10:00 AM

    We will be updating the Encoded Gateway API to a new version on the UAT environment on the 28th of October from 10am. This is so we can conduct compatibility and stability testing ahead of the full production release, another maintenance window will be scheduled when testing is completed.

    During this maintenance window, services on the UAT environment that use the Gateway API may experience intermittent availability whilst the updates are completed. Services on the Production environment will be unaffected by this maintenance window.

INC-141 - AWS outage impact
  • Resolved
    Resolved

    AWS have implemented a fix for this incident and we are seeing no further errors on our service desk and wiki.

  • Monitoring
    Monitoring

    We are currently experiencing service slowness and sporadic errors on the Encoded Service Desk and Wiki due to the ongoing incident with Amazon Web Services.

    All of our other systems remain fully operational and we are monitoring the AWS situation closely and will provide updates as soon as AWS services are restored.

Sep 2025

MNT-71 Scheduled Maintenance - Encoded Database Upgrade
  • Completed
    September 21, 2025 at 10:24 PM
    Completed
    September 21, 2025 at 10:24 PM
    Maintenance has completed successfully.
  • In progress
    September 21, 2025 at 10:00 PM
    In progress
    September 21, 2025 at 10:00 PM
    Maintenance is now in progress
  • Planned
    September 21, 2025 at 10:00 PM
    Planned
    September 21, 2025 at 10:00 PM

    On Sunday 21st September, between 11pm and midnight, Encoded will be performing a managed hardware upgrade of our database servers. This maintenance will see new hardware coming online which will vastly improve performance, reliability and resilience of our database servers.

    The new database servers are currently in place and operating as secondary/failover servers within the database cluster. During the maintenance window, we will migrate production services from the legacy databases to the new databases. It is expected that this process will take approximately 5 minutes within the hour long maintenance window.

    During the 5 minute switch, all Encoded services will be unavailable or intermittently available.

    Following the migration, the legacy databases will remain in place and operating as secondary/failover databases in the short term to enable a fast rollback path should any issues be identified.

INC-139 Truevo Gateway Incident
  • Resolved
    Resolved

    The Truevo team have confirmed that this incident has been resolved.

    The root cause was due to an unannounced change made by the Truevo gateway this morning, which caused Encoded to receive HTTP 500 errors for some transaction attempts against Truevo merchant accounts.

    Customers may see an increased number of 'Comms Error' payment results with the message 'An unexpected problem happened' in their transaction reporting.

  • Investigating
    Investigating
    This incident only impacts customers with gateway services provided by Truevo. If you do not have gateway services with Truevo, you can edit your notification settings by going to [status.encoded.co.uk](http://status.encoded.co.uk) and clicking 'Subscribe to updates' and selecting the components you wish to receive notifications for. Since 07:30am approximately 40% of transactions attempted with the Truevo have failed with a comms error message of 'An unexpected problem happened' - we have reached out to the Truevo team to investigate. Once we have further updates this page will be updated.
INC-138 Email sending issue (resolved)
  • Update
    Update
    This incident has been resolved.
  • Resolved
    Resolved

    We are aware that some emails sent from Encoded servers were not being delivered successfully from around 16:00 on 11/09/2025 until 10:20 on 12/09/2025. This may have affected receipt of daily transaction reports however payment receipts and PayByLinks will have sent as normal and without issue.

    This incident has now been resolved and any missing scheduled tasks overnight have been rerun however if you are still missing an emailed transaction report please do not hesitate to contact our Service Desk.

MNT-70 - Scheduled Maintenance - Encoded Data Centre
  • Completed
    September 04, 2025 at 9:00 PM
    Completed
    September 04, 2025 at 9:00 PM
    Maintenance has completed successfully.
  • In progress
    September 04, 2025 at 6:30 PM
    In progress
    September 04, 2025 at 6:30 PM
    Maintenance is now in progress
  • Planned
    September 04, 2025 at 6:30 PM
    Planned
    September 04, 2025 at 6:30 PM

    Encoded engineers will be on site at our Colo2 data centre to carry out maintenance to replace power supply units on equipment.

    This maintenance window is not expected to cause any downtime or impact services as the equipment being worked on has power supply redundancy. However due to the nature of the changes, services will be deemed at risk during this period.

Sep 2025 to Nov 2025

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