Resolved -
The service to re-populate payout data has been fully restored. We have confirmed that payout data that was delayed in processing is now present in the system and statuses have been updated across delayed data.
Customers who typically experience a 1 day delay in their payout data due to the size of the payout should expect to experience that same delay now that the service to populate the data has been restored.
Thank you for your patience while we worked to resolve this issue. Please contact the support team with any further questions or concerns.
Jun 13, 12:03 CDT
Monitoring -
We have released the fix for populating Payout entries in Neon Pay. Customers will begin to see this data restored immediately, and we expect full restoration to happen overnight. All other processes continue to operate as normal.
We will continue monitoring and provide an update when the situation has been fully resolved.
Jun 12, 17:59 CDT
Update -
We have built and are currently testing the fix to address the delay in populating Payout entries. Until this fix is released, Payouts currently in Processing without entries will remain in that status. This does not affect the ability to receive payouts, only the ability to review the data in the system.
We are still reviewing charges created during the window of June 6th to June 10th to ensure they contain accurate details. We will provide an update as soon as we have more information.
Jun 11, 17:39 CDT
Update -
We have isolated the cause of the system delay to the process that populates Payout entries. We have turned off that process until it can be fixed. This means all Payouts currently in Processing without entries will remain in that status until this incident is Resolved. All other new records will continue to populate their details at their regular speeds, and the system is no longer experiencing a delay.
We are still reviewing charges created during the window of June 6th to June 10th to ensure they contain accurate details. We will provide an update as soon as we have more information.
Jun 11, 08:53 CDT
Update -
We have implemented a workaround to resolve status issues on all new records generated in the system. These new entries will process and update regularly.
We are still working on a solution to update the status and details of the charges, refunds, payouts, and debits generated from June 6th at 7pm CST to June 10th when the temporary workaround was implemented. All charges processed as expected during this window, and we are working to update them to their proper statuses. We will provide an update when we have more information.
Jun 10, 16:30 CDT
Update -
We have identified an issue causing significant delays to Neon Pay status updates and are actively working on a solution. This delay may cause charges and payouts created since June 6th to be stuck in Pending and not contain details. The delay also affects Neon applications that show and interact with Neon Pay data, including submitting refunds.
Charges and refunds are still processing as normal despite not showing their accurate statuses and details. We will update when we have more information.
Jun 10, 13:35 CDT
Identified -
We have identified an issue causing significant delays in Neon Pay status updates. This delay applies to all Neon applications processing responses from Neon Pay, including creating refunds and showing charge successes. We are working on a solution and will update when we have more information.
Jun 10, 10:43 CDT
