Merchants Intermittently not receiving OTP Login e-mails
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 some merchants not receiving an OTP login e-mail has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.
Reported Start Time: 22 April 2026 at 01:57 GMT
Reported End Time: 22 April 2026 at 21:45 GMT
Impact: Merchants are now receiving an OTP login e-mail 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 #: INC25174444
Reported Start Time: 22 April 2026 at 01:57 GMT
Reported End Time: 22 April 2026 at 21:45 GMT
Impact: Merchants are now receiving an OTP login e-mail 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 #: INC25174444
Update
We continue to investigate the intermittent issue of merchants not receiving an OTP login e-mail. We appreciate your patience as we work urgently to implement a mitigation.
Impact: Some merchants / users impacted may not be able to login to the BC and may not be able to perform their daily business processes within the portal.
Reported Start Time: 22 April 2026
Next Update: Within 120 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 Support Center
Incident #: INC25174444
Impact: Some merchants / users impacted may not be able to login to the BC and may not be able to perform their daily business processes within the portal.
Reported Start Time: 22 April 2026
Next Update: Within 120 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 Support Center
Incident #: INC25174444
Investigating
Cybersource is aware of an intermittent issue that is currently affecting the Business Center.
We are investigating the cause and working urgently to resolve the issue.
Impact: Some merchants / users impacted may not be able to login to the BC and may not be able to perform their daily business processes within the portal.
Reported Start Time: 22 April 2026
Next Update: Within 120 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 Support Center
Incident #: tbd
We are investigating the cause and working urgently to resolve the issue.
Impact: Some merchants / users impacted may not be able to login to the BC and may not be able to perform their daily business processes within the portal.
Reported Start Time: 22 April 2026
Next Update: Within 120 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 Support Center
Incident #: tbd
This incident affected: Portals (Access/Login - Business Center).