Global Payments (GBL) Settlement Processing Delays

Incident Report for PayTrace

Postmortem

Incident Postmortem from GBL Settlement Team.

GBL believes it was an internal issue on their servers between their Secure Gateway that customers connect to and the Application Core that runs it, it impacted their Secure Gateway ports becoming unavailable.

GBL monitors for issues and their 24/7 staff contacted GBL Settlement Team Sunday night around 23:30 EDT about this and resolved with ports responding again around 00:00 EDT.

Posted Jun 15, 2018 - 10:00 PDT

Resolved

PayTrace has received Acknowledgements back from GBL.
All settlement files have been processed successfully.

Posted Jun 10, 2018 - 21:25 PDT

Monitoring

GBL settlement platform is back Online.
PayTrace has sent the settlement transaction files to GBL.
PayTrace is awaiting acknowledgements from GBL for successful completion.

Posted Jun 10, 2018 - 21:19 PDT

Update

We are continuing to work on a fix for this issue.

Posted Jun 10, 2018 - 21:04 PDT

Update

We are continuing to work on a fix for this issue.

Posted Jun 10, 2018 - 21:04 PDT

Identified

GBL experienced an outage on their settlement networks (we have an incident support ticket with them). Merchants using the GBL platform are currently able to process Credit Card (Auth) transaction requests, but settlement is experiencing a delay.
Action Steps:
1) PayTrace has the GBL settlement files completed and ready for transfer to GBL.
2) PayTrace will send the settlement transactions to GBL once connectivity is restored.

Posted Jun 10, 2018 - 21:03 PDT

This incident affected: Processing Networks (Global Payments (GBL)).