At 09:10 UTC, we began to see a degradation of the FPS Direct service at our gateway provider level. This led to a small number of payment admissions being reversed and a small number of submissions failing incorrectly. We highlighted this issue to our gateway provider who were investigating the issue.
This incident was caused by an issue in our gateway providers infrastructure relating to their transformer component. This component manages the conversion of message types. Although 4 instances of this component were running, one of the instances began to see increased decline rates, this caused circa 20% of transactions being processed to be negatively impacted.
This instance was removed to allow the component to run on 3 instances and service levels resumed as normal at 19:12 UTC.
During the incident a further issue with the network components led to Form3 being placed into automatic Stand In at 14:45 UTC.
This was investigated and resolved at 19:12 UTC and we are confident of no further issues
Following a period of monitoring we posted a final update to our Status Page to resolve the incident.