Incidents

Renewal billing anomaly (CAN account)

Started
Lasted 1h 27min
MAJORaffected
Subscription renewals — recurring billing processing normally

RESOLVED

lasted 1h 27min

The incident has been resolved

IDENTIFIED

1h 22min earlier

Automated monitoring flagged a spike in renewal payment declines on the Canadian account. Investigation shows renewal charges for 19 customers were declined by their card issuers in the 24 hours leading up to 12:18 PM ET today, roughly double the typical rate for this day of the week. This is consistent with a higher-than-normal number of card declines rather than a platform or checkout issue, and renewal payment processing itself continues to work normally.

INVESTIGATING

5min earlier

More renewals than normal are starting to fail against the account baseline. We are investigating.