Incident Alert | PSM-407286 | Planet Gateways (Card-Present & eCommerce – Key Mismatch Error Observed

Incident Report for weareplanet

Resolved

Dear Valued Customer,

We wish to inform you that our teams have restored the service.

We will continue to monitor the system following the incident.

Incident Start: 14/09/2025 | 00:30~ CEST
Incident End: 14/09/2025 | 13:15 CEST

Affected Service: Planet Gateways (Card-Present) – Key Mismatch Error Observed

Impact: Please be advised that this incident affected certain terminals and only transactions requiring PIN entry.

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

We apologize again for any inconvenience caused.

King Regards,
Your Planet Team

Posted Sep 14, 2025 - 11:24 UTC

Update

Dear Valued Customer,

We’re sorry to let you know that the issue we raised in our previous email is still ongoing.

Incident Start: 14/09/2025 | 00:30~ CEST

Affected Service: Planet Gateways (Card-Present) – Key Mismatch Error Observed

Next Steps:
A further update will follow in the next 60 minutes or sooner.

Our teams are still working hard to resolve the incident at the earliest possible opportunity.

Please bear with us while we work on resolving the incident.

We apologize for any inconvenience caused.

Kind Regards,
Your Planet Team

Posted Sep 14, 2025 - 09:24 UTC

Investigating

Dear Valued Customer,

We are sorry to inform you that our monitoring systems have detected anomalies in system performance.

Incident Start: 14/09/2025 | 00:30~ CEST

Affected Service: Planet Gateways (Card-Present & eCommerce – Key Mismatch Error Observed

We are taking steps to analyze the impact and restore full service as quickly as possible.

A further update will follow in the next 60 minutes or sooner.

Kind Regards,
Your Planet Team

Posted Sep 14, 2025 - 08:27 UTC

This incident affected: Planet Card Present Gateway (Planet Card Present Gateway - All Regions).