Virtual Terminal Retail Scan Card Functionality Service Disruption
Incident
Report for Cybersource
Postmortem
Clients and merchants can access the Post Incident Report with their Support Center login credentials at the following link.
Resolved
The issue affecting the Virtual Terminal has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.
Reported Start Time: 17 January 2025
Reported End Time: 00:42 GMT on 29 January 2025
Impact: Customers are now able to use the Virtual Terminal as normal.
Next Update: No further updates, issue resolved.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC19880837
Reported Start Time: 17 January 2025
Reported End Time: 00:42 GMT on 29 January 2025
Impact: Customers are now able to use the Virtual Terminal as normal.
Next Update: No further updates, issue resolved.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC19880837
Monitoring
A fix has been implemented, and we are monitoring closely to ensure the issue is resolved.
Impact: The issue has been mitigated, and customers are now able to use the Virtual Terminal as expected.
Reported Start Time: 17 January 2025
Next Update: As current status changes.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Impact: The issue has been mitigated, and customers are now able to use the Virtual Terminal as expected.
Reported Start Time: 17 January 2025
Next Update: As current status changes.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Update
Cybersource continues to investigate an issue that is currently affecting Virtual Terminal Retail Scan Card Functionality. Merchants using the Virtual Terminal to scan retail cards may not be able to process them, unless they are manually entered.
We are investigating the cause and working urgently to resolve the issue.
Impact: Clients may be unable to process payments, accept in-person payments and/or access additional services.
Reported Start Time: 17 January 2025
Next Update: As status changes or additional information is provided.
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource/Visa Acceptance Solutions Support & Knowledge Base
We are investigating the cause and working urgently to resolve the issue.
Impact: Clients may be unable to process payments, accept in-person payments and/or access additional services.
Reported Start Time: 17 January 2025
Next Update: As status changes or additional information is provided.
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource/Visa Acceptance Solutions Support & Knowledge Base
Investigating
Cybersource is aware of an issue that is currently affecting Virtual Terminal Retail Scan Card Functionality. Merchants using the Virtual Terminal to scan retail cards may not be able to process them, unless they are manually entered.
We are investigating the cause and working urgently to resolve the issue.
Impact: Clients may be unable to process payments, accept in-person payments and/or access additional services.
Reported Start Time: 17 January 2025
Next Update: Within 60 minutes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource/Visa Acceptance Solutions Support & Knowledge Base
We are investigating the cause and working urgently to resolve the issue.
Impact: Clients may be unable to process payments, accept in-person payments and/or access additional services.
Reported Start Time: 17 January 2025
Next Update: Within 60 minutes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource/Visa Acceptance Solutions Support & Knowledge Base
This incident affected: Portals (Virtual Terminal - Business Center).