FlexPay - Notice history

This incident has been resolved.

What happened:
On October 21 2025, we released a system update for the service that powers both the client portal and payment API. During the update, one of the system files failed to load correctly, causing parts of the platform to stop working.

Between 11:55 AM and 12:09 PM, portions of the transaction API and client portal were intermittently unavailable before the platform went fully offline. The FlexPay team detected the issue at 12:01 PM, investigated, and rolled back to the previous version. By 12:11 PM, all services were fully restored.

Why it happened:
The issue occurred during deployment when the pre-production environment was promoted to production. The application began initializing before all system dependencies were fully available, resulting in a file-loading failure that prevented the platform from starting correctly.

What we’re doing to prevent it:
We’ve added additional warm-up and validation steps to the deployment pipeline to ensure all files and dependencies load properly before promotion. FlexPay’s roadmap includes a migration to more resilient infrastructure to further reduce the risk of similar downtime in the future.

A full incident report has been prepared and will be made available upon request.

We implemented a fix and are currently monitoring the result.