DockMaster - Intermittent Click-to-Pay Error Message During Successful Payments – Incident details

This incident has been resolved. We identified the exact issue that caused the problem that began on 12/30. Please reach out to us if you need any support or assistance with issuing refunds.

We are still seeing intermittent issues, and some payments may require manual processing. We are actively working to resolve this as quickly as possible. If you experience any issues, please reach out to us and we will work with you to diagnose and address them.

We implemented a fix and are currently monitoring the result. There are still some reports that we will be continue looking into.

We ran a script that reconciled most payments that required manual processing. However, some payments did not have a numberReference or pspReference and therefore still require manual intervention. Please reach out to support if you have any questions.

We wanted to share an update on the payment processing issue we have been investigating.

As part of our work, we aligned our staging and production environments to ensure consistency and reduce the risk of environment-specific issues. We also upgraded the Adyen components to their latest versions to benefit from recent fixes and improvements.

During this process, we identified an error that could cause some payments to require manual processing. This issue has now been fixed.

The updated changes have been successfully deployed to production. Customers should be able to complete payments as expected, and we have put measures in place to prevent the issue from recurring.

Thank you for your patience, and please let us know if you experience any further issues.

We are continuing to investigate this issue. Customers should be able to complete their payments, and we are running scripts to automatically reconcile them to avoid manual processing.

We have received reports that payments are going through and funds are being collected. Adyen shows the status as "SettleScheduled", while CTP remains "Pending". The funds have been collected, but the payment data is not appearing in DME even when it set to auto-post.

This incident has been resolved. We identified the issue and deployed a fix. We will begin contacting customers and re-enabling Click-to-Pay. I will follow up with an official breakdown of what happened and how we can avoid this in the future.

We have implemented a fix and are currently monitoring the results while performing additional testing. We have not yet begun re-enabling Click-to-Pay (CTP) for those who requested it.

We are starting to test the fix, and once testing is complete, we will push an update. We will re-enable all Click-to-Pay (CTP) accounts that were deactivated. The update will include additional retries to properly verify transaction status and prevent duplicate payments.

We expect to restore Click-to-Pay functionality by the end of the day today. The issue is occurring intermittently. We will upgrade all components to the latest versions, perform end-to-end testing, and then re-enable Click-to-Pay.

We are continuing to work on a fix for this incident. We have reached out to our payment provider for assistance and are working with them to resolve the issue.