Encoded - Notice history

All systems operational

Notice history

Sep 2025

MNT-71 Scheduled Maintenance - Encoded Database Upgrade
Scheduled for September 21, 2025 at 10:00 PM – 11:00 PM about 1 hour
  • 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.

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.

Jul 2025 to Sep 2025

Next