Encoded - Notice history

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Notice history

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.

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.

Mar 2025 to May 2025

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