Resolved -
The issue impacting payments using saved cards has been resolved. Transactions are now processing normally since 10:26 AM PST.
During the incident, some card-on-file payments were declined due to a token lookup failure returned by the payment processor. Our team monitored the system and confirmed that failures stopped and payment processing returned to normal operation.
We will continue to monitor the platform closely and work with the processor on preventative measures.
We appreciate your patience while this was being addressed.
Feb 13, 11:43 PST
Identified -
As a follow-up to the ongoing saved card payment disruption:
Workaround Available
Payment Links remain fully operational and can be used as an alternative method to collect payments while we continue working on resolving the saved card processing issue.
We will continue to provide updates as progress is made. Thank you for your patience.
Feb 13, 10:34 PST
Investigating -
We are currently experiencing a critical issue impacting payment processing using saved cards. Transactions attempted with previously stored payment methods are being declined due to a token lookup failure returned by the payment processor.
Error returned:
“GatewayError: 23 - Transaction rejected because the lookup on the supplied token failed.”
What this means
• Payments using saved cards are currently unavailable
• New card entries and other payment methods may continue to function normally
Our engineering team and payment processor are actively investigating with the highest priority.
Next Update: Within 30 minutes or sooner if significant progress is made
We appreciate your patience while we work to restore full functionality.
Feb 13, 10:26 PST