Oct <var data-var='date'> 1</var>, <var data-var='time'>13:14</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Oct <var data-var='date'> 1</var>, <var data-var='time'>12:58</var> GMT-03:00 Monitoring - The expected file from Visa has been received and is currently being processed. We're monitoring the processing to ensure it completes successfully and will provide further updates as needed. Oct <var data-var='date'> 1</var>, <var data-var='time'>11:17</var> GMT-03:00 Identified - We've identified an issue with file delivery from Visa. The expected files have not yet been received, and processing will resume once they become available. We're monitoring the situation and will provide further updates as more information becomes available. Oct <var data-var='date'> 1</var>, <var data-var='time'>10:39</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 Visa Network

Sep <var data-var='date'>29</var>, <var data-var='time'>17:15</var> GMT-03:00 Resolved - This issue has been fully resolved. All services are operating normally. Thank you for your patience during this incident. Sep <var data-var='date'>29</var>, <var data-var='time'>16:56</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. Sep <var data-var='date'>29</var>, <var data-var='time'>16:44</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. Sep <var data-var='date'>29</var>, <var data-var='time'>16:37</var> GMT-03:00 Investigating - We are currently investigating an issue affecting some services for customers in Brazil. Some users may experience delays or errors. Our team is actively working on a resolution and we will provide updates as more information becomes available.

Instability with Identity Service

Sep <var data-var='date'>29</var>, <var data-var='time'>09:23</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Sep <var data-var='date'>29</var>, <var data-var='time'>09:03</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 Tokenization Service

Sep <var data-var='date'>29</var>, <var data-var='time'>09:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>29</var>, <var data-var='time'>05:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'> 4</var>, <var data-var='time'>11:56</var> GMT-03:00 Scheduled - We will be performing scheduled maintenance to update our systems and improve the reliability, and performance of our services. During this maintenance window, brief service interruptions may occur. We appreciate your patience and understanding.

Scheduled Infrastructure Upgrade

Sep <var data-var='date'>22</var>, <var data-var='time'>11:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>22</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. Sep <var data-var='date'> 4</var>, <var data-var='time'>11:59</var> GMT-03:00 Scheduled - We will be performing scheduled maintenance to update our systems and improve the reliability and performance of our services. No service disruption is expected during this maintenance window.

Scheduled System Upgrade

Sep <var data-var='date'>15</var>, <var data-var='time'>11:36</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Sep <var data-var='date'>15</var>, <var data-var='time'>11:36</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. Sep <var data-var='date'>15</var>, <var data-var='time'>11:30</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

Sep <var data-var='date'>13</var>, <var data-var='time'>19:55</var> GMT-03:00 Resolved - The issue with Prosa Network has been fully resolved. All pending files have been received and processed successfully, and normal service has been restored. We apologize for any inconvenience this may have caused. Sep <var data-var='date'>13</var>, <var data-var='time'>17:32</var> GMT-03:00 Identified - We continue to work closely with Prosa Network to resolve the remaining pending files. Our team is actively monitoring the situation and will provide a further update as soon as we have more information. Sep <var data-var='date'>13</var>, <var data-var='time'>17:01</var> GMT-03:00 Update - We are still validating file receipt with Prosa Network. Some files remain pending, and we are actively working with them to have these transmitted as soon as possible. We will continue to provide updates as we make progress. Sep <var data-var='date'>13</var>, <var data-var='time'>15:50</var> GMT-03:00 Monitoring - Prosa Network has informed us that the delayed files have now been sent. We are currently validating that all files were received correctly and will confirm shortly if any are still pending. Sep <var data-var='date'>13</var>, <var data-var='time'>13:44</var> GMT-03:00 Identified - We have identified an issue with Prosa Network affecting file delivery, and we are working closely with them to resolve it as quickly as possible. Sep <var data-var='date'>13</var>, <var data-var='time'>13:00</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 Prosa Network

Sep <var data-var='date'> 9</var>, <var data-var='time'>17:00</var> GMT-03:00 Resolved - We identified an increase in internal errors affecting online transaction authorization. The issue has been resolved and services are operating normally. We apologize for any inconvenience.

Intermittent errors in the online transaction flow

Sep <var data-var='date'> 8</var>, <var data-var='time'>09:30</var> GMT-03:00 Resolved - We experienced a temporary disruption in the Credit Lines service that affected some transactions.

Credit Lines Service Disruption

Sep <var data-var='date'> 3</var>, <var data-var='time'>17:24</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Sep <var data-var='date'> 3</var>, <var data-var='time'>16:02</var> GMT-03:00 Identified - Mastercard has confirmed that their investigation into the disruption is still ongoing, and they do not currently have an estimated time of resolution (ETA). Our engineering team remains in direct contact with their support and continues to monitor payment processing performance closely and tokenization service. We will share further updates as soon as new information becomes available. Sep <var data-var='date'> 3</var>, <var data-var='time'>14:37</var> GMT-03:00 Update - Mastercard continues to experience technical issues, which is still causing intermittent payment and tokenization processing failures. Our engineering team is monitoring the situation closely and tracking the provider's resolution progress. We will share further details as soon as more information becomes available. Sep <var data-var='date'> 3</var>, <var data-var='time'>13:12</var> GMT-03:00 Update - Mastercard continues to experience technical issues, which is still causing intermittent payment and tokenization processing failures. Our engineering team is monitoring the situation closely and tracking the provider's resolution progress. We will share further details as soon as more information becomes available. Sep <var data-var='date'> 3</var>, <var data-var='time'>12:29</var> GMT-03:00 Monitoring - A fix has been implemented by the provider and we are monitoring the results. We are closely monitoring the service to ensure complete stability. Sep <var data-var='date'> 3</var>, <var data-var='time'>12:09</var> GMT-03:00 Investigating - We are currently experiencing intermittent transaction failures for card payments and tokenization services due to an external technical issue reported by our provider (Mastercard Smart Interface). Our engineering team is actively monitoring the situation alongside the provider to ensure normal operations resume as soon as possible. We will provide updates as new information becomes available.

Instability with Mastercard Network

Sep <var data-var='date'> 2</var>, <var data-var='time'>07:00</var> GMT-03:00 Completed - The scheduled maintenance has been completed. Sep <var data-var='date'> 2</var>, <var data-var='time'>03:00</var> GMT-03:00 In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>28</var>, <var data-var='time'>13:03</var> GMT-03:00 Scheduled - Our connectivity provider will be performing planned maintenance on one of our network connections to Mastercard Network. Our multi-region setup is designed to keep transaction processing running smoothly throughout, and our team is monitoring closely to ensure everything continues to operate as expected. Should any issue arise, our team is prepared to respond promptly, and we will keep this page updated accordingly.

Mastercard Connectivity Maintenance

Aug <var data-var='date'>29</var>, <var data-var='time'>21:20</var> GMT-03:00 Resolved - The service has been fully restored and is functioning normally. Aug <var data-var='date'>29</var>, <var data-var='time'>20:53</var> GMT-03:00 Investigating - We are currently investigating a degradation affecting our tokenization service. Our technical team is working to identify the root cause and restore normal service as quickly as possible.

Aug <var data-var='date'>25</var>, <var data-var='time'>16:57</var> GMT-03:00 Resolved - The issue affecting the calculation of daily settlements has been resolved. Aug <var data-var='date'>25</var>, <var data-var='time'>16:41</var> GMT-03:00 Investigating - We are actively investigating an issue causing delays in daily settlement calculations for some clients. Our technical team has identified the problem and is working to restore service.

Delay in Settlement Calculation

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.

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.

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.

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.

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.

Is Pomelo down?

Pomelo status is UP

Lastest published events

Instability with Visa Network

Instability with Identity Service

Instability with Tokenization Service

Pomelo Services, Components and Regions

Recent Pomelo events

Instability with Visa Network

Instability with Identity Service

Instability with Tokenization Service

Scheduled Infrastructure Upgrade

Scheduled System Upgrade

Instability with Cards Service