Aug <var data-var='date'>19</var>, <var data-var='time'>10:20</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Aug <var data-var='date'>19</var>, <var data-var='time'>10:12</var> GMT-03:00 Identified - We have identified the cause of the issue and are implementing a solution. We expect a prompt resolution and will continue monitoring the situation. Aug <var data-var='date'>19</var>, <var data-var='time'>09:50</var> GMT-03:00 Investigating - We are currently investigating an issue that may be affecting our services. Our technical team is working to identify and resolve the problem as quickly as possible.

Instability with Cards Service

Aug <var data-var='date'>15</var>, <var data-var='time'>03:19</var> GMT-03:00 Resolved - This issue has been fully resolved. All services are operating normally. Thank you for your patience during this incident. Aug <var data-var='date'>15</var>, <var data-var='time'>03:11</var> GMT-03:00 Monitoring - Mastercard has restored service and authorizations are processing normally. We are closely monitoring the service to ensure complete stability. Aug <var data-var='date'>15</var>, <var data-var='time'>02:59</var> GMT-03:00 Update - We are observing a reduction in errors affecting Mastercard authorizations. Service is progressively recovering, though intermittent failures may still occur. Aug <var data-var='date'>15</var>, <var data-var='time'>02:55</var> GMT-03:00 Update - Mastercard's service disruption remains ongoing. We continue to monitor the situation closely and will provide updates as soon as Mastercard reports progress. Aug <var data-var='date'>15</var>, <var data-var='time'>02:32</var> GMT-03:00 Update - Mastercard has confirmed a global service disruption affecting authorizations. While this persists, authorization traffic is not reaching Pomelo and transactions may be handled by Mastercard stand-in. Mastercard has not provided an estimated resolution time. All other Pomelo services are operating normally. Aug <var data-var='date'>15</var>, <var data-var='time'>01:55</var> GMT-03:00 Investigating - We are actively investigating an issue affecting Mastercard payment authorizations. Our technical team has identified the problem and is working to restore service.

Instability with Mastercard Network

Aug <var data-var='date'>13</var>, <var data-var='time'>16:47</var> GMT-03:00 Resolved - This issue has been fully resolved. All services are operating normally. Thank you for your patience during this incident. Aug <var data-var='date'>13</var>, <var data-var='time'>16:46</var> GMT-03:00 Update - The issue affecting Click to Pay has been resolved. Error rates and response times have returned to normal levels, and all transactions are processing as expected. We have confirmed stability with our network partner and continue to monitor. We apologize for any inconvenience caused. Aug <var data-var='date'>13</var>, <var data-var='time'>16:29</var> GMT-03:00 Update - The improvement reported earlier is holding. Error rates continue to decline and the majority of Click to Pay transactions are now completing successfully. Some requests may still take longer than usual while conditions normalize. We are monitoring closely alongside our network partner and will confirm once service is fully restored. Aug <var data-var='date'>13</var>, <var data-var='time'>16:03</var> GMT-03:00 Update - We are observing a reduction in errors affecting Click to Pay. Service is progressively recovering, though intermittent failures may still occur. We remain engaged with our network partner and will share a further update shortly. Aug <var data-var='date'>13</var>, <var data-var='time'>15:39</var> GMT-03:00 Investigating - We are actively investigating an issue affecting Click to Pay enrollment. Our technical team has identified the problem and is working with Visa to restore service.

Instability with Visa Network

Aug <var data-var='date'> 5</var>, <var data-var='time'>10:36</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 1</var>, <var data-var='time'>09:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>22</var>, <var data-var='time'>15:21</var> GMT-03:00 Scheduled - Mastercard will perform scheduled maintenance on the Clearing Service to improve reliability and security. During this window, customers may experience intermittent connection errors and delays in file transfers. We apologize for any inconvenience.

Mastercard Clearing Service maintenance

Jul <var data-var='date'>30</var>, <var data-var='time'>08:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>30</var>, <var data-var='time'>06:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>22</var>, <var data-var='time'>16:33</var> GMT-03:00 Scheduled - We will be performing a scheduled upgrade of the Tax API database on Thursday, July 30, from 6:00 AM to 8:00 AM (GMT-3). No service downtime is expected. However, customers may experience intermittent delays in transaction processing during the maintenance window. We will monitor the service throughout the upgrade and provide updates if needed.

Tax API Database Upgrade

Jul <var data-var='date'>25</var>, <var data-var='time'>16:44</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Jul <var data-var='date'>25</var>, <var data-var='time'>16:00</var> GMT-03:00 Monitoring - We are closely monitoring the service to ensure complete stability. Jul <var data-var='date'>25</var>, <var data-var='time'>15:37</var> GMT-03:00 Investigating - We are currently investigating an issue that may be affecting the processing of Visa Clearing files. Our technical team is working to identify the root cause and resolve the issue as quickly as possible.

Instability with Reporting Service

Jul <var data-var='date'>21</var>, <var data-var='time'>15:23</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Jul <var data-var='date'>21</var>, <var data-var='time'>14:22</var> GMT-03:00 Update - The service continues to stabilize. We are seeing positive signs of recovery and will continue monitoring closely. Transactions were not affected at any point. Jul <var data-var='date'>21</var>, <var data-var='time'>12:48</var> GMT-03:00 Monitoring - A fix has been implemented and we are monitoring the results. We are closely monitoring the service to ensure complete stability. Jul <var data-var='date'>21</var>, <var data-var='time'>12:35</var> GMT-03:00 Investigating - We are currently investigating an issue that may be affecting our services. Transactions are not affected. Our technical team is working to identify and resolve the problem as quickly as possible.

Jul <var data-var='date'>16</var>, <var data-var='time'>08:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>16</var>, <var data-var='time'>06:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>15</var>, <var data-var='time'>15:05</var> GMT-03:00 Scheduled - We will be performing scheduled maintenance on the Core Config API. No downtime is expected during this maintenance window. However, users may experience temporary delays in the transactional flow.

Maintenance on the Core Config API

Jul <var data-var='date'> 2</var>, <var data-var='time'>19:51</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Jul <var data-var='date'> 2</var>, <var data-var='time'>19:45</var> GMT-03:00 Monitoring - A fix has been implemented and we are monitoring the results. We are closely monitoring the service to ensure complete stability. Jul <var data-var='date'> 2</var>, <var data-var='time'>18:41</var> GMT-03:00 Identified - We've identified the cause of the issue affecting KYC and KYB identity sessions in Brazil. Our team is actively working with the relevant parties to restore normal service as quickly as possible. We'll provide further updates as more information becomes available. Jul <var data-var='date'> 2</var>, <var data-var='time'>18:06</var> GMT-03:00 Investigating - We're experiencing issues with our government provider in Brazil. As a result, all new KYC and KYB identity sessions are currently stuck until the provider restores service.

Instability with Identity Service

Jun <var data-var='date'>30</var>, <var data-var='time'>18:22</var> GMT-03:00 Resolved - Service restored, we are reprocessing old stuck sessions, will be fixed in a couple of minutes Jun <var data-var='date'>30</var>, <var data-var='time'>18:21</var> GMT-03:00 Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>30</var>, <var data-var='time'>17:45</var> GMT-03:00 Investigating - We're experiencing issues with our government provider in Brazil. As a result, all new KYC and KYB identity sessions are currently stuck until the provider restores service.

Issues Affecting KYC and KYB Sessions in Brazil

Jun <var data-var='date'>26</var>, <var data-var='time'>16:30</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>26</var>, <var data-var='time'>14:30</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>19</var>, <var data-var='time'>11:59</var> GMT-03:00 Scheduled - Mastercard will conduct planned maintenance on File Transfer Services 1.0 / Global File Transfer in Production. Some delays in delivering or retrieving files from Mastercard are expected, but this will not affect operations. Transactions will not be affected by this maintenance.

Mastercard File Transfer maintenance

Jun <var data-var='date'>22</var>, <var data-var='time'>20:04</var> GMT-03:00 Resolved - This incident has been resolved. Jun <var data-var='date'>22</var>, <var data-var='time'>12:31</var> GMT-03:00 Monitoring - A delay in SFTP report processing may occur, which could cause some presentments to miss the daily cutoff and be included in the following day's SFTP report. In that scenario, the settlement debt shown in the dashboard for today may be higher than the amount reported in that day's SFTP file. For accurate reconciliation, the combined debt reported across both consecutive SFTP files should be compared against the combined settlement debt for the same period shown in the dashboard. At this time, no client impact has been identified.

Delay in processing SFTP reports

Jun <var data-var='date'>18</var>, <var data-var='time'>11:30</var> GMT-03:00 Resolved - A delay in processing the SFTP reports caused some presentments to miss yesterday's cutoff. As a result, those presentments will be included in today's SFTP report. Because of this, yesterday's settlement debt may be higher than the amount reported in yesterday's SFTP file. To reconcile correctly, the combined debt reported in yesterday's and today's SFTP files should match the combined settlement debt for yesterday and today as shown in the dashboard.

Jun <var data-var='date'>18</var>, <var data-var='time'>08:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>18</var>, <var data-var='time'>06:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>11</var>, <var data-var='time'>10:34</var> GMT-03:00 Scheduled - During the maintenance window, the issuing service will remain operational. However, there may be temporary delays in the transactional flow, including errors or timeouts. No downtime is expected during this period. If you detect issues outside this timeframe, please create a ticket including endpoint, parameters, and timestamp for further analysis.

Scheduled Maintenance - Issuing service

Jun <var data-var='date'> 6</var>, <var data-var='time'>17:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 6</var>, <var data-var='time'>12:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'> 3</var>, <var data-var='time'>12:19</var> GMT-03:00 Scheduled - Mastercard will conduct planned maintenance on File Transfer Services 1.0 / Global File Transfer in Production. Some delays in delivering or retrieving files from Mastercard are expected, but this will not affect operations. Transactions will not be affected by this maintenance.

Mastercard File Transfer Services 1.0 / Global File Transfer in maintenance

Jun <var data-var='date'> 2</var>, <var data-var='time'>09:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 2</var>, <var data-var='time'>07:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>22</var>, <var data-var='time'>15:40</var> GMT-03:00 Scheduled - To ensure the security and optimal performance of our infrastructure, we will be performing scheduled maintenance to update a key component of our system. This update is expected to have minimal impact on the service. While we do not anticipate significant disruptions, some users may experience slight performance degradation or brief interruptions during the maintenance window. We appreciate your understanding and cooperation. If you have any questions, please feel free to contact our support team.

Production environments update

Jun <var data-var='date'> 1</var>, <var data-var='time'>17:20</var> GMT-03:00 Resolved - Users were unable to log in to the dashboard for approximately 20 minutes. The issue has been fixed, and access has been fully restored. We apologize for the inconvenience.

Dashboard login issue resolved

Jun <var data-var='date'> 1</var>, <var data-var='time'>04:59</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Jun <var data-var='date'> 1</var>, <var data-var='time'>04:40</var> GMT-03:00 Investigating - We are currently investigating an issue that may be affecting our services. Our technical team is working to identify and resolve the problem as quickly as possible.

Instability with Core Services

May <var data-var='date'>20</var>, <var data-var='time'>11:57</var> GMT-03:00 Resolved - Mastercard reported a degradation affecting MDES services between 4:00 AM and 8:00 AM (UTC-3). The incident was resolved after Mastercard implemented a fix, and services are currently operating normally.

Mastercard degradation MDES services

May <var data-var='date'>19</var>, <var data-var='time'>20:13</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. May <var data-var='date'>19</var>, <var data-var='time'>19:58</var> GMT-03:00 Update - We are actively investigating this issue. Our technical team is working to identify the root cause and we will provide regular updates. May <var data-var='date'>19</var>, <var data-var='time'>19:39</var> GMT-03:00 Investigating - We are currently investigating an issue that may be affecting the Dashboard chat and ticket creation. Our technical team is working to identify and resolve the problem as quickly as possible.

Instability with Dashboard Service

May <var data-var='date'>19</var>, <var data-var='time'>08:15</var> GMT-03:00 Completed - The scheduled maintenance has been completed. May <var data-var='date'>19</var>, <var data-var='time'>06:15</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>19</var>, <var data-var='time'>06:14</var> GMT-03:00 Scheduled - We will perform a maintenance on the Payment Processor service. During the maintenance window, the service will remain operational. However, there may be temporary delays in the transactional flow, including errors and timeouts. No downtime is expected during this period. No action is required on your side.

Payment Processor service

May <var data-var='date'>17</var>, <var data-var='time'>08:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. May <var data-var='date'>17</var>, <var data-var='time'>00:30</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>13</var>, <var data-var='time'>11:03</var> GMT-03:00 Scheduled - Mastercard has scheduled maintenance for its Clearing Service to help improve reliability and security. During this window, customers may experience intermittent issues with related file transfer functions. We apologize for any inconvenience.

May <var data-var='date'>13</var>, <var data-var='time'>11:08</var> GMT-03:00 Completed - The scheduled maintenance has been completed. May <var data-var='date'>13</var>, <var data-var='time'>02:30</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>12</var>, <var data-var='time'>16:48</var> GMT-03:00 Scheduled - Mastercard has scheduled maintenance for the Clearing Service during this window to improve reliability and security. Customers may experience delays and login issues for file transfers during the maintenance period. We apologize for any inconvenience.

May <var data-var='date'>10</var>, <var data-var='time'>03:30</var> GMT-03:00 Completed - The scheduled maintenance has been completed. May <var data-var='date'>10</var>, <var data-var='time'>00:30</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'> 7</var>, <var data-var='time'>10:42</var> GMT-03:00 Update - We will be undergoing scheduled maintenance during this time. May <var data-var='date'> 7</var>, <var data-var='time'>10:39</var> GMT-03:00 Scheduled - Mastercard has scheduled maintenance for the Clearing Service to improve reliability and security. During this window, customers may experience intermittent issues with related file exchange functions. We apologize for any inconvenience.

Apr <var data-var='date'>23</var>, <var data-var='time'>15:47</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Apr <var data-var='date'>23</var>, <var data-var='time'>15:35</var> GMT-03:00 Monitoring - A fix has been implemented and we are monitoring the results. We are closely monitoring the service to ensure complete stability. Apr <var data-var='date'>23</var>, <var data-var='time'>15:24</var> GMT-03:00 Investigating - We are currently investigating an issue where webhooks for card creation and card updates are not being sent. Our team is actively looking into the root cause. We will provide updates as soon as we have more information.

Is Pomelo down?

Pomelo status is DEGRADED

Components with issues

Lastest published events

Instability with Cards Service

Instability with Mastercard Network

Instability with Visa Network

Pomelo Services, Components and Regions

Recent Pomelo events

Instability with Cards Service

Instability with Mastercard Network

Instability with Visa Network

Mastercard Clearing Service maintenance

Tax API Database Upgrade

Instability with Reporting Service