Cybersource Payment Method Updater (PMU) Service Degradation

Incident Report for Zuora

Resolved

This issue is deemed to be on CyberSource's side. We suggest reaching out to CyberSource regarding this issue.

Posted Aug 10, 2020 - 16:35 PDT

Update

Zuora is still following up with Cybersource for feedback on their ongoing issue.

Posted Aug 06, 2020 - 22:31 PDT

Identified

CyberSource has not received response files from MasterCard as of July 28th. Due to the delay merchants can expect Account Updater batches to be Processing longer than normal. This may cause merchants who expect updates before billing to see higher declines, Tenants using CyberSource PMU should check their PMU batches and reach out to Cybersource support.

Posted Aug 06, 2020 - 02:30 PDT

Update

We have received details from CyberSource which indicates CyberSource did not receive responses back from Mastercard causing the issue. Zuora and CyberSource continues the investigation to find the cause.

Posted Aug 05, 2020 - 08:42 PDT

Update

We are continuing to investigate this issue.

Posted Aug 05, 2020 - 01:48 PDT

Investigating

We are currently investigating an issue in our US Production environment with the payment method updater (PMU) for CyberSource. Payment methods are not being updated, and we are working with CyberSource to investigate in order to restore service and identify the root cause.

Posted Aug 04, 2020 - 23:42 PDT

This incident affected: AMERICAS - CLOUD 2 (NA2) - www|rest.zuora.com (Production Integrations).