Transaction Processing Outage For 6 Minutes On January 12, 2020


Incident Summary

Incident: Transaction failures for 6 minutes.
Incident Date: January 12, 2020 13:21 EST - 13:27 EST
Affected Services: Merchantware, Transport, and Genius Transactions

Incident Description

All merchants experienced transaction processing failures on January 12, 2020 from 13:21 EST to 13:27 EST due to a database blocking issue. During this time, all transactions failed to process through the gateway.

Client Impact

During the incident, all transactions sent to the gateway received a failure message and the transaction would not have been processed by our systems. This is estimated to have affected approximately 12,000 transactions.


  • 13:21 Database blocking began.
  • 13:22 Incident response team discovered the blocking and began performing corrective measures.
  • 13:27 Transactions resumed processing and all blocking issues were corrected.