Past Incidents

UPDATE [RESOLVED]: Sunday 8/22/21, 1:50 PM: PaymentSpring provided an update concerning the TSYS TransIT outage last night. Between 8:20 PM and 11:00 PM CT transactions were failing due to an issue at TSYS. Payers were receiving failure notifications throughout the incident. The PaymentSpring Gateway systems were working as expected.

PaymentSpring has successfully completed resubmitting the recurring payments that failed last night due to the TSYS outage. If at any time you have any questions or see an issue feel free to reach out to PaymentSpring support at clientservices@paymentspring.com or 866.431.4637.

On behalf of PaymentSpring, we appreciate your business and apologize for the inconvenience this issue may have caused.

Saturday 8/22/21, 1:14 AM: PaymentSpring Tech Support was informed of an issue earlier tonight dealing with the TSYS TransIT gateway. Transactions attempted between 8:20 PM and 11:00 PM CT were failing due to an issue at TSYS. Payers were receiving failure notifications throughout the incident. The PaymentSpring systems were working as expected.

We are currently engaged to assess the total impact this may have had on our partners. Once that information is determined we will send out more communication.

Related to the service interruption posted previously on Sunday, August 15th, we experienced a brief interruption of service around 8:07 am (CST) this morning which caused front end website and Springboard loading issues. Our Engineers were able to resolve this interruption within minutes and we have a new system in place that should help mitigate these interruptions related to this specific issue going forward. Our Engineers and Support team are actively monitoring the situation.

We experienced a temporary interruption of service on Sunday, August 15th, which caused front end website and Springboard loading issues. This was the result of one of our clients who was targeted by a DDoS attack. First, we want to make it clear what this means: Neither Firespring nor our client were “hacked”—no one gained access to our infrastructure or any data. It was simply a case of someone using rogue machines on the internet to send fake traffic to the client’s site. We actually see these often, and our engineering team has architected our infrastructure to absorb them without our clients being aware that they’re happening.

We provide our clients with 24x7x365 monitoring and incident response by a dedicated team of engineers and we understand the impact unexpected downtime has on your organization—which is why we’re taking this opportunity to improve our infrastructure to fend off future incidents of this scale. As we continue to fine-tune our mitigation efforts this week, we expect occasional, brief moments without service or periods of slower server response.

More information about this is being sent out via email. It’s our priority to provide the highest level of protection, service and transparency, so we’d welcome your questions. Please contact Support if we can help with any clarification at 877-447-8936 or support@firespring.com