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.
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
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.