Tokenization and Secure Storage 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 Token Management Service (TMS) or Secure Storage (SS) services has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.
Impact:Merchants may have experienced intermittent latency or errors when accessing the TMS or SS services to create/delete/retrieve/update tokens. This may also cause delays or interruptions in payment processing. Merchants may have also experienced issues with Paypal payment processing, Tax Calculation and/or the Decision Manager services.
Reported Start Time:02:09 GMT 19 November 2025
Reported End Time:17:33 GMT 19 November 2025
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 #:INC22981864
Impact:Merchants may have experienced intermittent latency or errors when accessing the TMS or SS services to create/delete/retrieve/update tokens. This may also cause delays or interruptions in payment processing. Merchants may have also experienced issues with Paypal payment processing, Tax Calculation and/or the Decision Manager services.
Reported Start Time:02:09 GMT 19 November 2025
Reported End Time:17:33 GMT 19 November 2025
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 #:INC22981864
Monitoring
We have implemented a fix and are monitoring to confirm the issue is fully resolved.
Impact:Merchants may have experienced intermittent latency or errors when accessing the TMS or SS services to create/delete/retrieve/update tokens. This may also cause delays or interruptions in payment processing. Merchants may have also experienced issues with Paypal payment processing, Tax Calculation and/or the Decision Manager services.
Reported Start Time:02:09 GMT 19 November 2025
Next Update: As current status changes
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 #:INC22981864
Impact:Merchants may have experienced intermittent latency or errors when accessing the TMS or SS services to create/delete/retrieve/update tokens. This may also cause delays or interruptions in payment processing. Merchants may have also experienced issues with Paypal payment processing, Tax Calculation and/or the Decision Manager services.
Reported Start Time:02:09 GMT 19 November 2025
Next Update: As current status changes
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 #:INC22981864
Identified
We have identified the issue affecting Token Management Service (TMS) or Secure Storage (SS) services. and we appreciate your patience as we work urgently to implement a mitigation.
Impact:Merchants may be experiencing intermittent latency or errors when accessing the TMS or SS services to create/delete/retrieve/update tokens. This may also cause delays or interruptions in payment processing.
Reported Start Time:02:09 GMT 19 November 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 Support Center
Incident #:INC22981864
Impact:Merchants may be experiencing intermittent latency or errors when accessing the TMS or SS services to create/delete/retrieve/update tokens. This may also cause delays or interruptions in payment processing.
Reported Start Time:02:09 GMT 19 November 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 Support Center
Incident #:INC22981864
Investigating
Cybersource is aware of an issue that may be affecting Payment services. We are investigating the cause and working urgently to resolve the issue.
Impact: Merchants using Cybersource’s Token Management Service (TMS) may be experiencing intermittent latency or errors when accessing the TMS services to create new tokens. This may also cause delays or interruptions in payment processing.
Some merchants may experience transaction disruptions and merchants may experience delays in recurring and/or subscription-based payments that rely on stored information.
Reported Start Time: 02:09 GMT 19 November 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 Support Center
Incident #:INC22981864
Impact: Merchants using Cybersource’s Token Management Service (TMS) may be experiencing intermittent latency or errors when accessing the TMS services to create new tokens. This may also cause delays or interruptions in payment processing.
Some merchants may experience transaction disruptions and merchants may experience delays in recurring and/or subscription-based payments that rely on stored information.
Reported Start Time: 02:09 GMT 19 November 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 Support Center
Incident #:INC22981864
This incident affected: Risk (Decision Manager (DM), Third Party Applications) and Payment Services (Payment Services, Secure Storage, Tax, Tokenization (TMS)).