Resolved incident
Payment processor issues with American Express
UpCloud · None · Started
- Duration
- 572h 6m
- Severity
- None
- Status
- Resolved
Summary
None · Resolved
This is now resolved. If you have any questions or need further assistance, please reach out to us via email at support@upcloud.com or via Live Chat in our control panel: https://hub.upcloud.com
Event timeline
How this incident unfolded, from the official status page.
Investigating
UpCloud
We are investigating an issue affecting American Express card payments, for which we are seeing increased failure rates. All other payment methods remain fully operational. We would recommend those using American Express for Automated payments to check that these have been successful. As a workaround, customers can use an alternative payment method while we work with our payment provider to resolve the issue. Available payment methods are listed here: https://upcloud.com/docs/getting-started/billing/payment-methods/ We will provide further updates as they become available. If you have any questions or need further assistance, please reach out to us via email: support@upcloud.com or Live Chat in our control panel https://hub.upcloud.com
Identified
UpCloud
The problem has been identified and we are working on a resolution. It specifically affects payments made in Euro, with American Express cards. As a workaround, customers can use an alternative payment method while we work with our payment provider to resolve the issue. Available payment methods are listed here: https://upcloud.com/docs/getting-started/billing/payment-methods/ We will provide further updates as they become available. If you have any questions or need further assistance, please reach out to us via email: support@upcloud.com or Live Chat in our control panel https://hub.upcloud.com
Monitoring
UpCloud
A fix has been implemented, and Euro (EUR) payments utilizing American Express cards are once again processing normally. We are continuing to monitor the situation closely to ensure ongoing stability. If you have any questions or need further assistance, please reach out to us via email at support@upcloud.com or via Live Chat in our control panel: https://hub.upcloud.com
Resolved
UpCloud
This is now resolved. If you have any questions or need further assistance, please reach out to us via email at support@upcloud.com or via Live Chat in our control panel: https://hub.upcloud.com