Square status - Ireland

Degraded Performance: Payment Acceptance
Incident Report for Square IE
Postmortem

Incident summary

On March 4 at 10:23 PM GMT, Square deployed a configuration change that prevented Square servers from communicating with the external 3D-Secure vendor. The unexpected errors caused SCA-enabled online card payments to decline at the payment authorization step. Square identified the issue on March 5 at 6:06 PM GMT and deployed the fix on March 5 at 6:13 PM GMT.

Timeline (all time GMT)

March 4, 2022

[22:23] Square deploys a configuration change introducing the issue

March 5, 2022

[16:11] Customer Success team notifies Engineering team of declined online card payments

[18:06] Square identifies issue is specific to 3DS

[18:13] Square deploys a fix resolving the issue

[18:34] Square verifies SCA-enabled online card payments are successfully processed

Analysis

Once the issue caused by the faulty configuration change was identified, the engineering team quickly deployed a fix and unblocked SCA-enabled online card payments. To minimize the time it takes to detect issues, we have added additional detectors to promptly notify the engineering team of similar incidents. We are also proactively revising the sensitivity of our detectors and are continuously adding detectors to cover a wider range of scenarios and to ensure payments are continually processed.

Posted Mar 17, 2022 - 11:00 UTC

Resolved
We experienced some disruption with our online payment system. The disruption was caused by an issue with one of our services that directly affected the strong customer authentication flow required to process payments. Our engineering team investigated and implemented a fix that resolved the issue on 5th March.

Thank you for your patience while our teams worked to resolve this. We apologise for any inconvenience that this may have caused.
Posted Mar 05, 2022 - 11:30 UTC