Encoded - Notice history

Gateway API under maintenance

Notice history

Aug 2025

INC-138 - 3D Secure
  • Resolved
    Resolved

    The monitoring period has expired without any further issue therefore this issue is now closed.

  • Monitoring
    Monitoring

    Our upstream provider has resolved this incident. Encoded engineers will keep monitoring services and provide updates if they are available.

  • Investigating
    Investigating

    Our upstream 3D Secure provider is currently experiencing a service incident that may impact 3DS authentication and transaction processing.

    We are actively monitoring and are awaiting further details from our upstream provider. Updates will be shared here as soon as they become available.

MNT-70 - Scheduled Emergency Maintenance - Encoded Data Centre
  • Completed
    August 15, 2025 at 8:26 AM
    Completed
    August 15, 2025 at 8:26 AM

    The planned maintenance scheduled for last night at 7:30 pm was postponed. However, the automated maintenance notification on our status page still started at the scheduled time, and we didn't remove it in time.

    We apologise for any confusion this may have caused. No maintenance was carried out, and services were not affected.

  • In progress
    August 14, 2025 at 6:30 PM
    In progress
    August 14, 2025 at 6:30 PM
    Maintenance is now in progress
  • Planned
    August 14, 2025 at 6:30 PM
    Planned
    August 14, 2025 at 6:30 PM

    Encoded engineers will be on site at our Colo2 data centre to carry out emergency 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.

INC-137 -Telephone Services
  • Resolved
    Resolved

    Our upstream telephony provider has confirmed that the root cause of this incident was due to a change that they made which caused a service outage, these changes have since been rolled back and services have been restored.

    This incident started at 12:40 and was resolved at 13:25.

  • Monitoring
    Monitoring

    We are seeing that calls are being processed successfully as of 13:24 and are currently monitoring service availablity.

    Engineers believe there was a service incident with an upstream provider, we are working our partners to identify the root cause and will update this page once more information is available.

  • Investigating
    Investigating
    We are currently investigating a service incident affecting telephone based services. Callers to IVR and Virtual Terminal services may experience an error message stating that they cannot be connected to the number they have dialed. As soon as more information is available this page will be updated.

Jul 2025

MNT-69 - Scheduled Maintenance - Encoded Data Centre
  • Completed
    July 23, 2025 at 1:22 AM
    Completed
    July 23, 2025 at 1:22 AM
    Maintenance has completed successfully.
  • In progress
    July 22, 2025 at 11:00 PM
    In progress
    July 22, 2025 at 11:00 PM
    Maintenance is now in progress
  • Planned
    July 22, 2025 at 11:00 PM
    Planned
    July 22, 2025 at 11:00 PM

    Engineers will be on site at our Colo 2 data centre on the 23rd of July from 00:00am until 03:00am.

    We will be upgrading hardware and modifying configurations on our network perimeter switches. Due to the nature of the changes, there will be interruption and downtime across all services whilst we migrate hardware and complete updates throughout this maintenance window.

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.

Jun 2025 to Aug 2025

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