Case Management - Case Assignment Latency
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 Case Management within the Business Center, has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.
Reported Start Time: 22 January 2026, 11:00 GMT
Reported End Time: 21 May 2026, 21:33 GMT
Impact: Customers are now able to use Case Management within the Business Center 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 #: INC25684644
Reported Start Time: 22 January 2026, 11:00 GMT
Reported End Time: 21 May 2026, 21:33 GMT
Impact: Customers are now able to use Case Management within the Business Center 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 #: INC25684644
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 Business Center as expected.
Reported Start Time: TBD
Reported End Time: 21 May 2026 21:33 GMT
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 Business Center as expected.
Reported Start Time: TBD
Reported End Time: 21 May 2026 21:33 GMT
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
Investigating
Cybersource is aware of an issue that is currently affecting Case Management within the Business Center.
We are investigating the cause and working urgently to resolve the issue.
Impact: Case Management Assignment of cases may intermittently take longer than normal.
Reported Start Time: TBD
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 Support Center
Incident #: TBD
We are investigating the cause and working urgently to resolve the issue.
Impact: Case Management Assignment of cases may intermittently take longer than normal.
Reported Start Time: TBD
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 Support Center
Incident #: TBD
This incident affected: Portals (Case Management Search - Business Center).