All Systems Operational

About This Site

Welcome to the CardinalCommerce status page. We use this page to communicate any issues with our products including planned and unplanned outages.

Securing your transactions is our top priority.

Consumer Authentication (3DS) Operational
PayPal Operational
VCAS / Issuer Services ? Operational
Centinel ? Operational
MAX ? Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
CardinalCommerce will be performing database system improvements from April 19th, 2021 through April 21st, 2021. During this window we will apply the most recent database patches to prevent new exploits from being used against our systems.

The daily time frame of the maintenance window is being performed from 10:00pm EST- 2:00pm EST (2:00am GMT-6:00pm GMT). We perform monitoring and testing of the updates during Cardinal business hours, while we are fully staffed from a support and network operations standpoint.

This is being performed in a high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency.

Please do not hesitate to contact support@cardinalcommerce.com or our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Posted on Apr 7, 14:31 EDT
Visa will be performing standard network and database maintenance April 22nd, 2021 through April 25th, 2021 from 10:00pm EST- 2:00pm EST (2:00am GMT-6:00pm GMT).

During this window we will apply the most recent database and network updates for optimal performance and to prevent new exploits from being used against our VCAS systems.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Posted on Apr 7, 15:45 EDT
Past Incidents
Apr 12, 2021

No incidents reported today.

Apr 11, 2021

No incidents reported.

Apr 10, 2021
Resolved - Cardinal has identified and resolved the issue.
Apr 10, 02:01 EDT
Investigating - VISA monitoring has detected intermittent issues processing VCAS consumer authentication (3DS) transactions, specifically with the transmission of One Time Passwords. Issuers may be experiencing downgraded performance when attempting to complete VCAS authentication. Depending on merchant logic post authentication, impacted transactions may not have been authorized or would have been authorized as Standard Electronic Commerce transactions.

VISA engineers are currently engaged in resolving this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 10, 00:56 EDT
Apr 9, 2021
Completed - The scheduled maintenance has been completed.
Apr 9, 14:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 10:02 EDT
Scheduled - CardinalCommerce will be performing unscheduled network maintenance on April 9th, 2021 from 10:00am-2:00pm EST. During this window we will be testing configuration changes to improve network performance.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Apr 9, 09:23 EDT
Apr 8, 2021
Completed - The scheduled maintenance has been completed.
Apr 8, 13:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 8, 10:01 EDT
Scheduled - CardinalCommerce will be performing network improvements on April 8th, 2021 from 10:00am-1:00pm EST (2:00pm-5:00pm GMT). During this time, we will apply the most recent network updates to prevent new exploits from being used against our systems.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency on MAX Email and SMS delivery. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Mar 25, 14:26 EDT
Apr 7, 2021
Resolved - Our VISA engineers have resolved the delay in processing Batch Files as of today April 7th at 13:00 GMT. During the time of this incident File Processor tasks were unable to make changes to account residents for OTP credentials. No data was lost in the event but resulted in a delay in processing the files.

All pending files should be caught up at this point in time. Please do not hesitate to contact your Local VISA support if you have any questions or concerns.
Apr 7, 13:36 EDT
Investigating - VISA monitoring has detected intermittent issues processing VCAS SFTP file Processor (OTP Batch Files). While no transaction impact is expected you may experience delay in processing and receiving File Processor results.

VISA engineers are currently engaged in resolving this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 7, 10:46 EDT
Apr 6, 2021
Resolved - Resolved: Impact to Capture API calls
Impacted Products/APIs: Captures, REST APIs, Pay with PayPal Integration
Incident Start Time: Tue, 06 Apr 2021 20:02 GMT
Incident End Time: Wed, 07 Apr 2021 00:19 GMT

Resolved:
This issue has been resolved as of Wed, 7 Apr 2021 00:19 GMT.


Affected Regions: Global


Wed, 07 Apr 2021 00:35 GMT

See PayPal status below.
https://www.paypal-status.com/history/eventdetails/31122

Thank you for the patience.

CardinalCommerce
Apr 6, 20:42 EDT
Update - We are continuing to work on a fix for this issue.
Apr 6, 20:15 EDT
Identified - Cardinal monitoring has identified intermittent connectivity issues with PayPal Express Checkout. During this time period, customers checking out with PayPal Express Checkout may have experienced intermittent connection issues attempting to redirect to PayPal Express Checkout to login and complete authentication. Cardinal support teams are monitoring the intermittent connectivity and will update the status page accordingly.

For additional details or updates please see PayPal's Status page below:
https://www.paypal-status.com/product/production

Initial Notification: Impact to Capture API calls
Impacted Products/APIs: Captures, REST APIs
Incident Start Time: Tue, 06 Apr 2021 20:02 GMT
Initial Notification:
Affected Regions: TBD
We are experiencing a system issue which may be affecting Capture API calls in our Production environment. Merchants may be encountering an elevated number of the following errors:

- HTTP 404 error for /v1/payments/authorizations/*/capture REST API calls
- HTTP 404 error for /v2/payments/authorizations/*/capture REST API calls

Our technical teams are actively working towards resolving the issue.

Tue, 06 Apr 2021 23:58 GMT
https://www.paypal-status.com/history/eventdetails/31122

In addition, please do not hesitate to contact us via email at support@cardinalcommerce.com or our customer support site at https://support.cardinalcommerce.com if you have any questions or concerns.

Cardinal Support Team
Apr 6, 20:15 EDT
Completed - The scheduled maintenance has been completed.
Apr 6, 17:06 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 6, 15:02 EDT
Scheduled - Visa will be performing unscheduled network maintenance on April 6th, 2021 from 3:00pm-5:00pm EST (7:00pm-9:00pm GMT).

During this window we will apply the most recent network updates for optimal performance and to prevent new exploits from being used against our VCAS systems.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 6, 11:57 EDT
Completed - The scheduled maintenance has been completed.
Apr 6, 17:06 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 6, 15:02 EDT
Scheduled - CardinalCommerce will be performing unscheduled network maintenance on April 6th, 2021 from 3:00pm-5:00pm EST (7:00pm-9:00pm GMT). During this window we will apply the most recent network patches to prevent new exploits from being used against our systems.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Apr 6, 11:56 EDT
Resolved - MasterCard 3DS 2.0 (Identify Check) authentication performance has been fully recovered since 18:24 GMT. Please note, the following impacted time period:

April 6th, 2021
Start Time: 17:46 GMT
End Time: 18:24 GMT

MasterCard confirmed "A service disruption has been identified for Identity Check and Smart Interface. Customers may experience transaction failures."

Customer Impact:
During this time Customers Supporting MasterCard 3DS 2.0 Identify Check would have seen an increase in Enrollment Status U - unavailable.

Customers may have experienced a higher than normal error rate while processing 2.0 MasterCard Consumer Authentication transactions resulting in Enrollment Status B (Bypass) and U (Unavailable). Depending on merchant logic post authentication, impacted transactions may not have been authorized or would have been authorized as Standard Electronic Commerce transactions.

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at (https://support.cardinalcommerce.com) if you have any questions regarding this event.
Apr 6, 14:56 EDT
Monitoring - Cardinal monitoring has detected intermittent latency processing Consumer Authentication with the 2.0 MasterCard Directory Server. We’re working with the MasterCard Securecode support team to resolve the issue. Customers may be experiencing higher than normal timeouts while processing MasterCard Consumer Authentication transactions resulting in Enrollment Status B (Bypass) and U (Unavailable).

Reported Date/Time:
Customer Impact: During this the time noted above, customers may have been experiencing higher than normal timeouts while processing 2.0 Consumer Authentication transactions with MasterCard.

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at (https://support.cardinalcommerce.com) if you have any questions or concerns.

Cardinal Support Team
Apr 6, 14:29 EDT
Apr 5, 2021

No incidents reported.

Apr 4, 2021
Resolved - The issue was resolved by the outside company responsible for the issue. Cardinal systems have not noted any significant impact, and everything is functioning normally.
Apr 4, 17:02 EDT
Identified - Cardinal monitoring has detected intermittent issues processing consumer authentication (3DS). Merchants and Partners may be experiencing intermittent latency and possible timeouts when attempting to complete 3DS authentication.

Cardinal engineers are currently engaged in resolving this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at 'https://support.cardinalcommerce.com' if you have any questions or concerns.
Apr 4, 15:19 EDT
Apr 3, 2021

No incidents reported.

Apr 2, 2021
Resolved - VCAS consumer authentication performance has been fully recovered since 21:09 GMT. Please note the following impacted time periods:

Time Period 1: 20:57 - 21:02 GMT
Time Period 2: 21:07 - 21:09 GMT
Apr 2, 20:21 EDT
Monitoring - VCAS consumer authentication performance has been recovered as of 21:09 GMT. We are continuing to monitor closely and will post updates as we have more information. Please note the following time periods of downgrade performance:

Time Period 1: 20:57 - 21:02 GMT
Time Period 2: 21:07 - 21:09 GMT
Apr 2, 18:55 EDT
Investigating - VISA monitoring has detected intermittent issues processing VCAS consumer authentication (3DS) transactions. Issuers may be experiencing downgraded performance when attempting to complete VCAS authentication. Depending on merchant logic post authentication, impacted transactions may not have been authorized or would have been authorized as Standard Electronic Commerce transactions.

VISA engineers are currently engaged in resolving this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 2, 17:32 EDT
Apr 1, 2021
Completed - The scheduled maintenance has been completed.
Apr 1, 22:00 EDT
Update - Extended Maintenance Window by 2 hours
Apr 1, 19:42 EDT
Update - Scheduled maintenance is still in progress. We will provide updates as necessary.
Apr 1, 19:40 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 1, 17:02 EDT
Scheduled - Visa will be performing unscheduled network maintenance on April 1st, 2021 from 5:00pm-10:00pm EST (9:00pm-02:00am GMT(April 2nd)

During this window we will apply the most recent updates for optimal performance and to prevent potential network latency.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 1, 16:34 EDT
Completed - The scheduled maintenance has been completed.
Apr 1, 22:00 EDT
Update - Extended Maintenance Window by 2 hours
Apr 1, 19:41 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 1, 17:02 EDT
Scheduled - CardinalCommerce will be performing unscheduled network system improvements on April 1st, 2021 from 5:00pm-10:00pm EST (9:00pm-02:00am GMT(April 2nd). During this window we will apply the most recent patches to prevent potential network latency.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Apr 1, 16:29 EDT
Resolved - MAX OTP-SMS delivery for VCAS issuers was fully restored as of April 1st 15:00 GMT. Please note, this did not Impact VCAS issuers utilizing RDX OTP processing.

Start Time: April 1st 13:00 GMT
End Time: April 1st 15:00 GMT
Note: between 13:40 and 15:00 GMT we saw very low intermittent latency with MAX OTP SMS delivery.

During this time, MAX OTP Issuers may have experienced downgraded performance when attempting to complete VCAS authentication resulting in an increase in I - incomplete and U - unavailable authentication status. Impacted cardholders may have experience latency when receiving SMS OTP messages from VCAS issuers. Please note, this did not Impact RDX OTP processing. Depending on merchant logic post authentication, impacted transactions may not have been authorized or would have been authorized as Standard Electronic Commerce transactions.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns. VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 1, 13:11 EDT
Update - Previously reported latency was occurring intermittently on OTP-SMS transactions starting at 13:00 GMT. We've identified improved performance at 13:40 GMT, but we are continuing to detect intermittent latency at a lesser rate since this time.

Cardinal Engineers are investigating and will post updates as we have new information to share.
Apr 1, 10:17 EDT
Investigating - VISA monitoring has detected intermittent issues processing VCAS consumer authentication (3DS) transactions. Issuers may be experiencing downgraded performance when attempting to complete VCAS authentication. Depending on merchant logic post authentication, impacted transactions may not have been authorized or would have been authorized as Standard Electronic Commerce transactions.

VISA engineers are currently engaged in resolving this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region

LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Apr 1, 09:54 EDT
Resolved - Arcot has reported their systems have restored and are now fully functional. For additional information, please visit https://status.arcot.com/.
Apr 1, 11:58 EDT
Identified - The issue has been identified and a fix is being implemented.
Apr 1, 04:45 EDT
Investigating - At this time, you may see intermittent connectivity issues and Directory Server Timeouts due to an outage at Arcot.

Reported Start Time: 8:20 GMT

Please visit https://status.arcot.com/ for more information

Cardinal Support Team
Apr 1, 04:44 EDT
Mar 31, 2021
Resolved - This incident has been resolved.
Mar 31, 13:45 EDT
Investigating - Cardinal monitoring has detected intermittent issues processing consumer authentication (3DS) for the time period below:

Start Time: 06:29 GMT
End Time: 06:31 GMT

Merchants and Partners may have experienced experiencing intermittent latency and possible timeouts when attempting to complete 3DS authentication.

Cardinal engineers are currently engaged to further troubleshoot this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at 'https://support.cardinalcommerce.com' if you have any questions or concerns.
Mar 31, 04:02 EDT
Resolved - Consumer Authentication performance with ACS Provider, Arcot, has been restored. Please refer to Arcot's status page (https://status.arcot.com/incidents/tllk7p92422z) for more details on this incident.

Reported Start Time: 5:41 GMT
Reported End Time: 13:12 GMT

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at 'https://support.cardinalcommerce.com' if you have any questions or concerns.

Cardinal Support Team
Mar 31, 09:30 EDT
Investigating - Cardinal monitoring has detected intermittent latency processing Consumer Authentication with a direct ACS provider at this time.

Reported Start Time: 5:41 GMT
ACS Provider: Arcot

Transaction processing would experience increased latency with this ACS resulting in an increase of Incomplete and Unavailable Authentications. Depending on merchant specific business logic, these transactions may not have been authorized or would have been authorized as unauthenticated or Attempts transactions.

Arcot is currently engaged and working to remediate this latency. The following is a direct link to Arcot's status page where they are posting live updates on their progress: https://status.arcot.com/incidents/tllk7p92422z

Cardinal support will update the status page throughout the reported incident through to resolution.

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at 'https://support.cardinalcommerce.com' if you have any questions or concerns.

Cardinal Support Team
Mar 31, 05:37 EDT
Mar 30, 2021

No incidents reported.

Mar 29, 2021
Completed - The scheduled maintenance has been completed.
Mar 29, 11:56 EDT
Scheduled - Visa will be performing network improvements on March 27th, 2021 from 11:00pm-5:00am EST (3:00am-9:00am GMT). During this window we will apply the most recent network updates for optimal performance and to prevent new exploits from being used against our VCAS systems.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact your Local VISA support if you have any questions or concerns.

VISA Local Support Channels by Region
LAC - VCSA can be accessed via Visa Online (https://www.visaonline.com)
AP - Isupport@visa.com
CEMEA - csupport@visa.com
EU - customersupport@visa.com
NA - esupport@visa.com

Cardinal Commerce Support (https://support.cardinalcommerce.com)
Mar 18, 14:14 EDT
Completed - The scheduled maintenance has been completed.
Mar 29, 11:56 EDT
Scheduled - CardinalCommerce will be performing network improvements on March 27th, 2021 from 11:00pm-5:00am EST (3:00am-9:00am GMT). During this time, we will apply the most recent network updates to prevent new exploits from being used against our systems.

This is being performed in high availability mode and should have no impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency. During this time, we will be fully staffed from a support and network operations standpoint to perform monitoring and testing.

Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Mar 18, 13:40 EDT
Resolved - Good morning,

As of yesterday evening March 28th the transactional latency was mitigated. During this event you may have noticed increased latency but no major impact on Centinel 3DS transactions.

We will be continuing a preventive maintenance this evening 3/29 at 10 PM EST (3/30 at 2 AM GMT). Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Mar 29, 11:07 EDT
Update - To follow this event CardinalCommerce will be performing an unscheduled (preventive) network maintenance on Centinel at our Midwest Datacenter this evening March 28th from 23:00 PM to 02:00 AM EST (3/29 : 03:00 - 06:00 AM GMT).

This is being performed in a high availability mode and should have minimal impact to transaction processing. While no transaction impact is anticipated during this maintenance you may experience a few periods of network latency.

Our East Coast Data Center will not be impacted during this time. Customers who support dynamic or customer controlled routing between our East Coast and Midwest facilities are suggested to direct traffic to our East Coast Data Center during this window.

Please do not hesitate to contact support@cardinalcommerce.com or visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Mar 28, 21:34 EDT
Monitoring - A fix has been implemented, and we are monitoring the results.
Mar 28, 20:02 EDT
Identified - We have identified the source of the Centinel 3DS intermittent latency, and our engineers are working to resolve the issue.
Mar 28, 15:03 EDT
Investigating - Cardinal monitoring has detected intermittent issues processing consumer authentication (3DS). Merchants and Partners may be experiencing intermittent latency and possible timeouts when attempting to complete 3DS authentication.

Cardinal engineers are currently engaged in resolving this issue. We will continue to post updates as the current status changes.

Please do not hesitate to contact us via email at 'support@cardinalcommerce.com' or our customer support site at 'https://support.cardinalcommerce.com' if you have any questions or concerns.
Mar 28, 12:09 EDT