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.

East Coast Data Center Operational
Midwest Data Center Operational
Consumer Authentication (3DS) Operational
PayPal Operational
VCAS / Issuer Services ? Operational
Centinel ? Operational
MAX ? Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Network Maintenance - East Coast Data Center Dec 7, 07:00 - Dec 11, 16:00 EST
Our East Coast Data Center has informed us they will be performing Network Maintenance on Monday, December 7th through Friday, December 11th. The daily time frame of the maintenance window is being performed from 12:00 GMT until 21:00 GMT.

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

Our Midwest 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 Midwest Data Center during this window.

Cardinal will be monitoring transactions and will provide any updates as they become available.

In the meantime, please do not hesitate to contact Cardinal, or 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

CardinalCommerce Support (https://support.cardinalcommerce.com)
Posted on Dec 3, 12:30 EST
Past Incidents
Dec 4, 2020
Centinel- Increased Latency
Resolved - Visa Monitoring engaged ICICI Banks ACS and the issue has been resolved.

Start time of Latency 12.4.2020 @ 0154 EST
End Time of Latency 12.4.2020 @ 0303 EST

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.
Dec 4, 03:40 EST
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 with icici bank

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.
Dec 4, 03:24 EST
Dec 3, 2020
Emergency Network Maintenance - Midwest Data Center
Completed - The scheduled maintenance has been completed.
Dec 3, 16:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 15:02 EST
Scheduled - Our Midwest Data Center has informed us they will be performing Network Maintenance on Thursday, December 3rd from 20:00 GMT until 21:00 GMT.

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

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.

Cardinal will be monitoring transactions and will provide any updates as they become available.

In the meantime, please do not hesitate to contact Cardinal, or 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

CardinalCommerce Support (https://support.cardinalcommerce.com)
Dec 3, 12:19 EST
Dec 2, 2020

No incidents reported.

Dec 1, 2020
Centinel - Downgraded Performance Identified with ACS Provider
Resolved - This incident has been resolved.
Dec 1, 23:06 EST
Investigating - Cardinal monitoring has detected intermittent latency processing Consumer Authentication with several direct ACS providers at this time.

ACS URLs - https://secure7.arcot.com and https://secureshopping.westpac.com

Transaction processing would experience increased latency with this ACS resulting in increased Unavailable Authentications. We are currently engaging the Card Networks and the ACS provider on this latency to help remediate this latency. 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
Dec 1, 20:35 EST
Nov 30, 2020
3DS Discover Timeouts
Resolved - Cardinal monitoring detected an increase in 3DS Discover Timeouts from 1:30 PM EST- 2:15 PM EST. Merchants and Partners may have experienced timeouts when attempting to complete 3DS authentication with Discover during that timeframe.

Cardinal engineers and the support team are continuing to monitor from our side but as of now the timeouts have stopped.

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.
Nov 30, 14:33 EST
Nov 29, 2020

No incidents reported.

Nov 28, 2020

No incidents reported.

Nov 27, 2020
Centinel - Intermittent Connectivity Issue - PayPal
Resolved - Cardinal monitoring has not observed any service disruption with PayPal since 12:30 PM EST. 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.
Nov 27, 17:00 EST
Update - Throughout Cardinal monitoring today we're continuing to see PayPal intermittent connection issues. Cardinal support continues to work with our engineering team. Please also see the following from earlier today on PayPal's status page if you saw an issue during that time period of 10:10 AM EST to 10:16 AM EST: https://www.paypal-status.com/history/eventdetails/14438

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.
Nov 27, 13:05 EST
Monitoring - Cardinal monitoring has identified and is monitoring a intermittent connectivity issue from 0104 - 0107 AM EST with PayPal. During this time period, customers checking out with PayPal may have experienced intermittent connection issues attempting to redirect to PayPal to login and complete authentication. Cardinal support teams are monitoring the intermittent connectivity and will update the status page accordingly.

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
Nov 27, 03:58 EST
Nov 26, 2020

No incidents reported.

Nov 25, 2020
VCAS / Issuer Services - Increased Latency
Resolved - Issue is resolved as no more errors are occurring,

Issue Started at 2:48 AM GMT
subsided at 3:33 AM GMT
Nov 25, 23:14 EST
Monitoring - The errors have subsided at 03:33am GMT, We are continuing to monitor and await response from the ThreatMatirx team.
Nov 25, 22:40 EST
Investigating - VISA monitoring detected an increase in latency for retrieval of Threatmetrix data monitoring which could impact risk score assessment while processing VCAS consumer authentication (3DS) transactions. Our Operations team is aware of the issue, and has engaged the Threatmetrix operation team.

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)
Nov 25, 22:38 EST
MasterCard (MC) Directory Server Latency for 3DS 2.0 transaction - 11/25/2020
Resolved - As of 10:31 AM EST the MC 2.0 AReq/ARes transaction errors subsided. Mastercard addressed the issue on their 2.0 Directory Server confirming 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 require additional information concerning this event.
Nov 25, 11:12 EST
Monitoring - As of today November 25th Cardinal monitoring has detected connectivity issues with the MasterCard (MC) Directory Server for 3DS 2.0 transactions, which began at 9:28 AM EST. Please find additional details listed below:

Impact:
The impact from this issue is that MC 3DS 2.0 AReq transactions may be failing to process through Cardinal Centinel returning a Enrollment Status U on the ARes. MC 1.0 transactions are not impacted by this event. Cardinal engineers are aware and working with MC to address the issue.

We will keep you informed on the resolution as the 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.

Cardinal Support Team
Nov 25, 10:12 EST
Nov 24, 2020

No incidents reported.

Nov 23, 2020
Centinel - Downgraded Performance Identified with ACS Provider
Resolved - Cardinal monitoring has detected intermittent latency processing Consumer Authentication with a direct ACS provider between 01:15 to 01:27 EST.

These issues were entirely for Mastercard transactions.

Transaction processing would experience increased latency with this ACS resulting in increased directory server timeouts (enrollment Status B and U) and Attempts, incomplete, or 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.

We are currently engaging the Card Networks and the ACS provider on this latency issue. We are presently investigating the cause for this issue.

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
Nov 23, 02:26 EST
Nov 22, 2020

No incidents reported.

Nov 21, 2020
Centinel - Downgraded Performance Identified with Issuer/ACS Provider - HDFC bank
Resolved - Updates
ACS: https://netsafe.hdfcbank.com

At 3:00pm ET:
We were notified that India Issuer/ACS HDFC experienced a Power Outage.
Cause: Major power outage at HDFC end. They are now back online and operating.

At 2:10pm ET:
Cardinal and Visa Secure has confirmed issue has mitigated and significant improvement to the overall health of the India Issuer/ACS HDFC. We are still continuing to monitor on our end.

At 1:45pm ET:
The ACS issue has subsided with India Issuer/ACS HDFC.
And we have seen significant improvement overall in the Health from the ACS in the past 5 hours. Cardinal will continue to monitor on our end.

Please do not hesitate to visit our support site (https://support.cardinalcommerce.com) if you have any questions or concerns.
Nov 21, 13:52 EST
Update - We are continuing to monitor for any further issues.
Nov 21, 08:57 EST
Monitoring - The India Issuer/ACS HDFC identified the issue on their end and is currently working to resolve.
Nov 21, 08:57 EST
Identified - Cardinal monitoring has detected intermittent latency processing Consumer Authentication with a direct ACS provider at this time.

Reported Start Time:
ACS URL - https://netsafe.hdfcbank.com

Transaction processing would experience increased latency with this ACS resulting in increased directory server timeouts (enrollment Status B and U) and Attempts, incomplete, or 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.

We are currently engaging the Card Networks and the ACS provider on this latency to help remediate this latency. 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
Nov 21, 08:49 EST
Unscheduled Network Maintenance - Midwest Data Center
Completed - The scheduled maintenance has been completed.
Nov 21, 05:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 21, 00:00 EST
Scheduled - Our Midwest Data Center has informed us they will be performing Network Maintenance on Saturday, November 21st from 05:00 GMT until 10:00 GMT.

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

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.

Cardinal will be monitoring transactions and will provide any updates as they become available.

In the meantime, please do not hesitate to contact Cardinal, or 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

CardinalCommerce Support (https://support.cardinalcommerce.com)
Nov 10, 22:45 EST
Nov 20, 2020
Unscheduled Network Maintenance - Midwest Data Center
Completed - The scheduled maintenance has been completed.
Nov 20, 06:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 19, 21:01 EST
Scheduled - Our Midwest Data Center has informed us they will be performing Network Maintenance on Friday, November 20th from 02:00 GMT until 11:00 GMT.

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

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.

Cardinal will be monitoring transactions and will provide any updates as they become available.

In the meantime, please do not hesitate to contact Cardinal, or 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

CardinalCommerce Support (https://support.cardinalcommerce.com)
Nov 10, 22:43 EST
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