[EU][Control panel & API] - Payment services incident notification

Incident Report for Customer Service

Resolved

We are pleased to inform you that the incident affecting our Control panel & API has been resolved.

Start time : 18/11/2025 11:48 UTC
End time : 18/11/2025 14:17 UTC
Root Cause : This incident was caused by our provider.

We apologize for any inconvenience caused and appreciate your understanding.

Posted Nov 18, 2025 - 14:30 UTC

Monitoring

We have new information regarding the incident that affected your service(s).

Please find below an update on the situation:
Update : There has been no further impact since 18/11/2025 14:17 UTC
Ongoing Actions : The incident has been identified and corrected. It is being closely monitored to ensure long-term stability.

We will keep you updated on the progress and resolution.

We apologize for any inconvenience caused and appreciate your understanding.

Posted Nov 18, 2025 - 14:24 UTC

Identified

We are currently experiencing an ongoing incident. We have determined the origin of the issue affecting our payment service on the specific EU region.

Here are some supplementary details :

Start time : 18/11/2025 11:48 UTC
Impacted Service(s) : Some payment services are temporarily unavailable.
Customers Impact : Our Payment Provider is experiencing issues, so payment with Card, iDEAL and Multibanco are temporarily not available. We advise you to use other payment methods to pay for your service.
Root Cause : This incident is caused by our provider.
Ongoing Actions : The incident has been identified and our provider are mobilised to restore service as quickly as possible.

We will keep you updated on the progress and resolution.

We apologize for any inconvenience caused and appreciate your understanding.

Posted Nov 18, 2025 - 13:31 UTC

This incident affected: Control panel & API || Control panel (EU).