Encoded - Notice history

All systems operational

Notice history

Apr 2025

INC-132 Email sending issue
  • Resolved
    Resolved

    The Encoded team have confirmed over night that emails are now sending as normal. We apologise for any inconvenience caused.

  • Monitoring
    Monitoring

    A fix has now been implemented and is being actively monitored by the Encoded team. We will provide a further update once the fix has been confirmed.

  • Identified
    Identified

    The Encoded team have identified the route cause for the issue and are working on a resolution. More information will be available once the issue has been resolved.

  • Investigating
    Investigating

    We are currently investigating reports that some emails sent from Encoded servers are not being delivered successfully from around 10:30am on 14/04/2025. This may affect receipt of scheduled reports as well as customer transaction receipts and PayByLink requests via email.

    Our team are looking into this as a priority and further updates will be issued as soon as possible.

INC-131 Third Party Incident - Barclaycard transaction failures
  • Resolved
    Resolved

    This incident has been resolved.

    Visa have confirmed their issuer implemented a fix overnight and this has now been confirmed via monitoring.

  • Monitoring
    Monitoring

    We have received confirmation from Cashflows that this incident isn't on their gateway and is being caused by an issue at Barclays causing Barclaycard transactions to potentially fail across all gateways and providers.

    We will update this page once we have received confirmation that this has been resolved.

  • Investigating
    Investigating

    This incident is only affecting transactions processed on the Cashflows Payment Gateway, you will only be affected if you have merchant acquiring services provided by Cashflows.

    There is currently an active incident with the Cashflows Payment Gateway, approximately 10% of transactions are currently failing with a 'System Error' payment result and a 'Response Timeout' message. We have rasied this with Cashflows to investigate this issue as a priority.

    Customers may see failed payment attempts being debited from their bank accounts, we will confirm with Cashflows if these funds have been processed or if they will be voided and returned to customers.

    If you have any questions about this incident please contact us via the Encoded Service Desk

INC-130 - Hosted Payment Pages
  • Resolved
    Resolved

    Between 12:20 and 13:10, an incident affected the Hosted Payment Pages, preventing customers from accessing Hosted Payment Pages based services. During this time, users encountered the error message:

    "There has been an unexpected error. Please try again later."

    All services have been been restored as of 13:10 and a root cause analysis is currently being performed. An incident report will produced for this incident. To request a copy of the report, please contact the Encoded Service Desk to be added to the distribution list.

  • Investigating
    Investigating

    This update has been added retrospectively for the start time of INC-130.

Mar 2025

INC-129 Encoded Service Outage - Internet Services
  • Resolved
    Resolved

    After monitoring this we can confirm that this been resolved.

  • Monitoring
    Monitoring

    The ISP has implemented a fix and services have been restored. We are actively monitoring now.

  • Update
    Update

    The upstream ISP have given us a fix ETA of within the next 5 to 10 minutes. We will provide a further update within the next 10 minutes.

  • Identified
    Identified

    Our upstream ISP has acknowledged the issue and have engineers on site to rectify the issue. ETA of 10 minutes for next update from the ISP.

  • Investigating
    Investigating

    Our upstream ISP within the Colo2 data centre has suffered an internet outage. We are currently raising this with them as a matter of priority.

MNT-66 - Scheduled Maintenance - Encoded Data Centre
  • Completed
    March 02, 2025 at 5:06 AM
    Completed
    March 02, 2025 at 5:06 AM

    The maintenance has been completed.

  • In progress
    March 02, 2025 at 12:01 AM
    In progress
    March 02, 2025 at 12:01 AM

    The scheduled maintenance is now in progress.

  • Planned
    March 01, 2025 at 11:00 PM
    Planned
    March 01, 2025 at 11:00 PM

    This maintenance window has been modified.

    Engineers will be on site at our data centre from 11pm on the 1st of March until 4am on the 2nd of March.

    We will be performing a hardware migration on our network perimeter switches and updating them to new switches.

    Due to the nature of the changes, we anticipate there will be brief periods of interruption across all services whilst we migrate services to the new switches. Any work which will incur downtime will be completed after 1am to minimise disruption to customers.

Feb 2025

MNT-67 Scheduled Emergency Maintenance - Encoded Database
  • Completed
    February 25, 2025 at 11:43 PM
    Completed
    February 25, 2025 at 11:43 PM

    The database failover has been completed.

  • In progress
    February 25, 2025 at 11:00 PM
    In progress
    February 25, 2025 at 11:00 PM
    Maintenance is now in progress
  • Planned
    February 25, 2025 at 11:00 PM
    Planned
    February 25, 2025 at 11:00 PM

    Encoded will be completing a planned failover of our databases to resolve an issue with the Mi Portal displaying IVR call data for customers from February 17th - 25th 2025.

    During the maintenance window we expect to see less than 5 minutes of downtime across all services whilst we conduct the failover procedure.

INC-128 - Encoded Database Failover
  • Resolved
    Resolved

    We have verified that our database failover has completed and has been successful.

  • Monitoring
    Monitoring

    We have completed our failover to our secondary database and are currently monitoring services.

  • Investigating
    Investigating

    We are currently investigating a potential service disruption on our primary database and the Encoded technical team are completing a failover to our secondary database to ensure that any disruptions to customers are minimised.

    Services may see some impact and unavailability briefly during the failover process.

    Further information will be provided once it is available.

Feb 2025 to Apr 2025

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