Square status - United Kingdom

Performance issue: Card Acceptance
Incident Report for Square UK
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 GMT

Resolved
There was an issue with the customer authentication flow that interrupted processing for eCommerce payments but our engineers have identified, resolved it as quickly as possible. All services have returned to full capacity.

Thank you for your patience today as our team worked to get things back up as soon as possible.
Posted Mar 05, 2022 - 21:30 GMT
Monitoring
Our engineers have identified the cause of this issue and have implemented a fix. Services are recovering now.

Sorry for this disruption. We'll keep monitoring and come back with a final update once this issue is fully resolved.
Posted Mar 05, 2022 - 11:42 GMT
Investigating
We are currently investigating issues with online payments. Our Engineering Teams are aware and are working actively towards a fix. We will update issquareup.com as more info becomes available. Thank you for your patience.
Posted Mar 05, 2022 - 11:28 GMT
This incident affected: Payments, Instant Transfer, Signups & Onboarding, Point of Sale, Team Management, Dashboard, Transfers, Reporting, Customer Directory, Invoices, Online Store, Email Notification Services, Support Centre & Seller Community, Developer Services, Balances, Phone Support, Gift Cards, Square Website, Account Creation, Items, Square Reader, Square Register, and Square Terminal.