WeArePlanet Status

Welcome to Planet!

All Systems Operational

About This Site

Welcome to Planet’s status page.

The page provides you with real-time status updates on scheduled maintenance work and on any incidents.

You can also subscribe to this page. To do so, please reach out to your Account Manager, so you can get email notifications whenever we create, update or resolve an incident.

Planet Host System - Switch Services (PSW) Operational

Planet Switch - South America Operational

Planet Switch - Hong Kong Operational

Planet Switch - Asia Pacific Operational

Planet Switch - UAE, India, and the Middle East Operational

Planet Switch - Europe Operational

Planet Switch - USA and Canada Operational

Planet Switch - Reddot Operational

Planet Switch - Brasil Operational

Planet Card Present Gateway Operational

Payment Gateway DCC Operational

Payment Gateway - Authorization Platform Operational

Payment Gateway Tokenisation Operational

Payment Gateway Integra Front-End Operational

Payment Gateway Terminal Management System Operational

Hospitality Clusters Operational

Parking Clusters Operational

Retail Clusters Operational

QSR Clusters Operational

Cluster 000048 Operational

Cluster 000050 Operational

Cluster 000051 Operational

Cluster 000052 Operational

Cluster 000053 Operational

Cluster 000054 Operational

Cluster 000055 Operational

Cluster 000056 Operational

Cluster 000057 Operational

Cluster 000058 Operational

Cluster 000059 Operational

Cluster 000060 Operational

Cluster 000061 Operational

Cluster 000062 Operational

Cluster 000063 Operational

Cluster 000064 Operational

Cluster 000065 Operational

Cluster 000066 Operational

Cluster 000067 Operational

Cluster 000069 Operational

Cluster 000072 Operational

Cluster 000073 Operational

Cluster 000074 Operational

Cluster 000075 Operational

Cluster 000077 Operational

Cluster 000078 Operational

Cluster 000079 Operational

Cluster 000080 Operational

Cluster 000081 Operational

Cluster 000082 Operational

Cluster 000083 Operational

Cluster 000084 Operational

Cluster 000085 Operational

Cluster 000086 Operational

Cluster 000087 Operational

Cluster 000088 Operational

Cluster 000089 Operational

Cluster 000090 Operational

Cluster 000091 Operational

Cluster 000092 Operational

Cluster 000093 Operational

Cluster 200163 Operational

Cluster 200164 Operational

Cluster 274902 Operational

Cluster 300009 Operational

Cluster 300019 Operational

Cluster 600001 Operational

Cluster 900067 Operational

Cluster 900069 Operational

Cluster 900070 Operational

Cluster 900073 Operational

Cluster 900075 Operational

Cluster 900076 Operational

Cluster 900077 Operational

Cluster 900078 Operational

Cluster 900393 Operational

Cluster 900394 Operational

Planet eCommerce Gateway Operational

Payment Gateway Web2Pay General Operational

Payment Gateway Web2Pay US Operational

Payment Gateway Web2Pay WB Operational

API Operational

Pay by link - iLink Operational

Virtual Terminal Operational

Card Stream Operational

PAY.ON Operational

Planet Reporting Portal Operational

Portal - 3C Portal Operational

Merchant Accounting System - MAS Portal - MWEB Operational

Merchant Accounting System - MAS Portal - PWEB FIFP Operational

Planet Tax Free Solutions Operational

Planet Tax Free - Europe Operational

Planet Tax Free Platform PI Operational

Planet Tax Free – Middle East Operational

Planet Tax Free Platform PII Operational

Planet Tax Free Platform POL Operational

Planet Tax Free Platform PAOL Operational

Planet Tax Free Platform Mobility Operational

PI Chanel Operational

PT Operational

PT Pax Operational

Standalone Web Operational

Standalone Pax Operational

Tax Free Tokenization – TPP Operational

Property Management Systems (PMS) Operational

Hotsoft PMS - Hosted Environment Operational

Booking Engine Operational

Gift Card Manager Operational

Web Booking Engine (WBE) Operational

Settlement Process Operational

Delivery of Cutoff files Operational

Delivery of Reconciliation Reports Operational

Delivery of transactions data Operational

Delivery of PIF Files - FIFP Operational

Delivery of Reconciliation Reports - PWEB FIFP Operational

Delivery Of transaction Data Pos Logs & Auth Logs - FIFP Operational

Tax Refund and Validation Operational

PABLO Operational

OTELLO Operational

Czech Digital Validation Operational

ETaxFreeGetStampData (CIVA) Operational

DIVA Operational

PR - Planet Refund Operational

Refund Kiosks Operational

Printemps Operational

AX Operational

Poland - PUESC Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Oct 27, 2024

No incidents reported today.

Oct 26, 2024

No incidents reported.

Oct 25, 2024

Emergency Change | PSM-199258 | Planet Network Maintenance |

Completed - The scheduled maintenance has been completed.
Oct 25, 06:00 CEST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 25, 02:00 CEST

Update - We will be undergoing scheduled maintenance during this time.
Oct 24, 15:32 CEST

Scheduled - MAINTENANCE DETAILS

Maintenance Start: Friday, 25 October 2024 | CET 02:00
Maintenance End: Friday, 25 October 2024 | CET 06:00
Expected Downtime: Up to 20 Minutes around CET 04:20 to 04:40

Dear Valued Customer,

We wish to inform you that, following the incident PSM-196637 on Monday, 21 October, emergency maintenance is required.

As part of the RCA investigations, our firewall vendor has identified the likely root cause and provided a firewall software patch. To prevent another outage, this patch must be applied to both the primary and backup data centers as soon as possible.

The maintenance process will follow these steps:

Contern Data Centre (DC1) – Backup Firewall Upgrade:

The upgrade will begin in the Contern DC, where the backup firewall will be upgraded first.
Once the upgrade is complete, traffic will be passed over to this backup firewall.
A monitoring period will follow to ensure stability.

Primary Firewall Upgrade in DC1:

After successful monitoring, the primary firewall will be upgraded.
Once the upgrade is complete, traffic will be passed back to the primary firewall.

Bettembourg Data Centre (DC2) – Backup and Primary Firewall Upgrades:

The same process will be followed in the Bettembourg DC (DC2), starting with the backup firewall upgrade.
Once monitoring is complete, the primary firewall will be upgraded, and traffic will be restored to the primary firewall in DC2.

Maintenance Duration: 4 hours

Downtime Duration: Up to 20 minutes

Maintenance Type:
Network Maintenance

Systems Impacted:
Planet Gateways (Card Present & eCommerce) and Tokenization, Authorization Servers

Regions Impacted:
ALL

Downtime and Impact:
There may be an impact, with potential disruption of up to 20 minutes (from 04:20 to 04:40) during the traffic failover between servers. However, we will make every effort to ensure a smooth transition during this change.

Rollback Plan:
In the unlikely event that we encounter any issues during the maintenance process that cannot be resolved, we have a rollback plan in place to ensure the safety and stability of our platforms.

Kind Regards,
Your Planet Team
Oct 24, 15:00 CEST

Oct 24, 2024

No incidents reported.

Oct 23, 2024

No incidents reported.

Oct 22, 2024

No incidents reported.

Oct 21, 2024

Incident Alert | PSM-196637 | Degradation of Services - Planet Gateways

Resolved - Dear Valued Customer,

We are happy to inform you that our teams have restored the service.
We will continue to monitor the system following the incident.

Next Steps:
We will provide a full RCA report for this issue, available in 5 working days.

We apologize again for any inconvenience caused.

Your Planet Team

If you encounter any urgent issues, please contact Customer Support by telephone using your country number available at www.weareplanet.com/support.

For less critical issues or queries, please raise a ticket via email by sending a brief description of your issue along with any supporting information to support@weareplanet.com.
Oct 21, 14:50 CEST

Monitoring - Dear Valued Customer,

Services are restablished. We are monitoring the environments and doing all the health checks to guarantee everything is performing as it is expected.

A further update will follow in the next 30 minutes.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team
Oct 21, 13:50 CEST

Update - We are continuing to work on a fix for this issue.
Oct 21, 13:19 CEST

Identified - Dear Valued Customer,

We would like to inform you that the issue outlined in our previous communications has been identified.

Incident Start: 21/10/2024 | 11:04 CET.

System Affected: Planet eCommerce & Card Present Gateway

Impact: Host unavailable - failure to connect.

Next Steps:
We will provide another update within the next 15 minutes.

Our teams are fully committed to resolving this incident as swiftly as possible.

We sincerely appreciate your ongoing patience and understanding during this time, and we apologize for any inconvenience this may have caused.

Thank you for your continued support.

Kind Regards,
Your Planet Team
Oct 21, 13:02 CEST

Update - Dear Valued Customer,

We sorry to inform you that the issue detailed in our prior correspondence remains unresolved and continues to affect our operations. We appreciate your understanding as we work towards a resolution.

Incident Start: 21/10/2024 | 11:04 CET.

System Affected: Planet eCommerce & Card Present Gateway

Impact: Host unavailable - failure to connect.

Next Steps:

A further update will follow in the next 15 mins.

Our teams are diligently working to resolve the incident as quickly as possible.

We appreciate your patience while we address this matter.

We apologize for any inconvenience this may have caused.

Kind Regards,
Your Planet Team
Oct 21, 12:04 CEST

Update - We are continuing to investigate this issue.
Oct 21, 11:33 CEST

Investigating - Dear Valued Customer,
We are sorry to inform you that our monitoring systems have detected a possible degradation.
Incident Start: 21/10/2024 | 11:04 CET.
Affected Service: Planet eCommerce & Card Present Gateway
We are working on analyzing the impact and restoring the service to you as quickly as possible.
A further update will follow in the next 15 mins
Kind Regards,
Your Planet Team
Oct 21, 11:26 CEST

Oct 20, 2024

No incidents reported.

Oct 19, 2024

No incidents reported.

Oct 18, 2024

No incidents reported.

Oct 17, 2024

No incidents reported.

Oct 16, 2024

No incidents reported.

Oct 15, 2024

No incidents reported.

Oct 14, 2024

No incidents reported.

Oct 13, 2024

Incident Alert | PSM-192134 | Service Degradation

Resolved - This incident has been resolved.
Oct 13, 18:52 CEST

Monitoring - A fix has been implemented and we are monitoring the results.
Oct 13, 17:24 CEST

Identified - The issue has been identified and a fix is being implemented.
Oct 13, 17:19 CEST

Investigating - Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected a possible degradation.

We are working on analysing the impact and restoring the service to you as quickly as possible.

A further update will follow in the next 30 minutes.

Kind Regards,
Your Planet Team
Oct 13, 17:09 CEST