Affected Components: Integration API Services

Sep 1, 13:00:00 GMT+0
Identified - **Technical Advisory**: Upcoming Security Certificate Updates (September 2026) **Summary**: As part of DataCandy’s commitment to modern global security compliance, we are transitioning to a new root certificate authority in September 2026. **Impact**: To ensure uninterrupted transaction continuity, all connecting Point-of-Sale (POS), APIs and network environments must use an up to date certificate authority store. **Action Required**: To ensure your environment is fully prepared and will not experience transaction timeouts or connection drops during this transition, please contact your POS Vendor/Integrator. Reach out to your current POS technical account team or support desk to verify your system's readiness. \--FR-- **Avis technique** : Mises à jour à prochaine des certificats de sécurité (septembre 2026) **Résumé** : Dans le cadre de l'engagement de DataCandy en lien avec la conformité aux normes mondiales de sécurité modernes, nous passerons à une nouvelle autorité de certificat racine en septembre 2026. **Impact** : Afin de garantir la continuité des transactions sans interruption, tous les points de vente (POS), API et environnements réseau connectés doivent utiliser un magasin d'autorité de certificats à jour. **Action requise :** Pour vous assurer que votre environnement est parfaitement préparé et ne subira pas de dégradation ou d’interruption de service, veuillez contacter votre fournisseur/intégrateur de POS. Contactez votre équipe technique de gestion de compte POS ou leur service d'assistance pour vérifier que votre système est prêt..

Duration: 5 minutes

Affected Components: Distribution Services, Check your Card Balance Services, White Label Sites, Management Portal, Text2Win Services, Member Portal, Integration API Services

Jun 2, 11:07:09 GMT+0
Investigating - We are currently investigating this incident..

Jun 2, 11:12:12 GMT+0
Resolved - We just resolved the issue!.

Duration: 4 hours

Affected Components: , Gift & Loyalty External Service Providers →

Apr 8, 20:00:00 GMT+0
Identified - **Service Impact:** Cakemail Integration & Targeted Email Campaigns **Scheduled Window:** Wednesday, April 8, 4:00 PM – 8:00 PM ET **Status:** Monitoring **Summary** Our partner, **Cakemail**, will be performing scheduled maintenance on their email sending infrastructure. This maintenance is being conducted entirely by the Cakemail team, and we are sharing this notice to ensure our clients using this specific integration can plan accordingly. **Who is Impacted?** This maintenance **only** affects clients who: Use the **Cakemail integration** through DataCandy. * Send **targeted email campaigns** directly via the Cakemail platform using DataCandy segments. > **\[!IMPORTANT\]** > **Standard DataCandy platform emails** (such as automated transactional receipts or system-generated alerts) **will not be impacted** and will continue to function normally. **What to Expect** * **Intermittent Disruptions:** Within the 4-hour window, there may be up to **2 hours** where email delivery is interrupted. * **Delayed Delivery:** Any campaigns scheduled through Cakemail during this time may be temporarily delayed. * **Progress Updates:** The maintenance timing may vary slightly depending on Cakemail’s technical progress. **Stay Informed** While our teams will be monitoring the status of the integration, you can get direct, real-time updates and register for notifications via the official Cakemail status page:  [**Cakemail Status Page**](https://status.cakemail.com/) We appreciate your patience while our partner updates their systems. For any questions regarding your scheduled campaigns, please contact our support team. Cakemail [Cakemail - Status](https://status.cakemail.com/) Cakemail Status \-------------------------------------------------- **Maintenance chez notre partenaire** : mise à jour de l’infrastructure de Cakemail **Impact sur le service** : intégration Cakemail et campagnes d’courriels ciblées **Période prévue** : mercredi 8 avril, de 16 h à 20 h (heure de l’Est) **Statut** : en cours de surveillance **Résumé** Notre partenaire, **Cakemail**, va effectuer une maintenance planifiée sur son infrastructure d’envoi d’courriels. Cette maintenance est entièrement prise en charge par l’équipe de Cakemail, et nous partageons cette notification afin de permettre à nos clients utilisant cette intégration spécifique de s’organiser en conséquence. **Qui est concerné ?** Cette maintenance n’affecte que les clients qui : Utilisent **l’intégration Cakemail** via DataCandy. \-> Envoient des campagnes d’courriel ciblées directement via la plateforme Cakemail en utilisant les segments DataCandy. **\[!IMPORTANT\]** **Les courriels standard de la plateforme DataCandy** (tels que les reçus transactionnels automatisés ou les alertes générées par le système) ne seront pas affectés et continueront de fonctionner normalement. **À quoi s’attendre** **Interruptions intermittentes** : au cours de cette fenêtre de 4 heures, la livraison des courriels pourrait être interrompue pendant une durée maximale de 2 heures. **Retard de livraison** : toute campagne programmée via Cakemail pendant cette période pourrait être temporairement retardée. **Mises à jour sur l’avancement** : la durée de la maintenance peut varier légèrement en fonction de l’avancement technique de Cakemail. **Restez informé** Nos équipes surveilleront l’état d’avancement de l’intégration, mais vous pouvez obtenir des informations en temps réel et vous inscrire pour recevoir des notifications via la page d’état officielle de Cakemail :  [**Cakemail Status Page**](https://status.cakemail.com/) Nous vous remercions de votre patience pendant que notre partenaire met à jour ses systèmes. Pour toute question concernant vos campagnes programmées, veuillez contacter notre équipe d’assistance. Cakemail - [Cakemail - Status](https://paystone.slack.com/archives/C02T0LS21H8/p1775157780813259?thread%5Fts=1775157391.292789&cid=C02T0LS21H8).

Apr 9, 00:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 8, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 2 hours and 30 minutes

Affected Components: Distribution Services, Management Portal, Check your Card Balance Services, , White Label Sites, Text2Win Services, ETL and Analytics, Terminal App - Loyalty, Transactional API Services, Member Portal, Integration API Services, Gift & Loyalty (DataCandy) →

Mar 10, 01:30:00 GMT+0
Identified - Our team will be deploying several important code updates to the DataCandy platform, APIs and microsites on **Monday, March 9**. These updates are designed to help keep our application secure, faster, compatible and maintainable across several key areas of the platform. ### **What you need to know** To ensure a smooth transition, we have scheduled a maintenance window during off-peak hours: * **Window Starts:** Monday, March 9, at 9:30 PM EST * **Estimated Completion:** Tuesday, March 10, by 12:00 AM (Midnight) EST * **Potential Impact:** While our deployment process is designed to be seamless and the **risk of downtime is very low**, you may experience brief intermittent connectivity or minor service interruptions during this window. ### **Why we’re doing this** These updates are part of our ongoing commitment to providing you with a robust, high-performance experience. By addressing various core areas of the product simultaneously, we can ensure better long-term stability. We appreciate your patience as we work to improve the platform. If you have any specific questions regarding this deployment, please don’t hesitate to reach out to [support@datacandy.com](mailto:support@datacandy.com) \---------------------------------------------------------- Notre équipe déploiera plusieurs mises à jour importantes sur la plateforme DataCandy, les API et les microsites le **lundi 9 mars**. Ces mises à jour sont conçues pour maintenir notre application sécurisée, rapide, compatible et facile à entretenir dans plusieurs domaines clés de la plateforme. ### **Ce que vous devez savoir** Afin d'assurer une transition en douceur, nous avons prévu une fenêtre de maintenance en dehors des heures de pointe: * **Début de la fenêtre :** Lundi 9 mars à 21 h 30 HNE * **Fin prévue :** Mardi 10 mars vers minuit (00 h 00) HNE * **Impact potentiel :** Bien que notre processus de déploiement soit conçu pour être transparent et que le **risque d'interruption est très faible**, vous pourriez rencontrer de brèves interruptions de connectivité intermittentes ou des interruptions de service mineures pendant cette fenêtre. ### **Pourquoi nous faisons cela** Ces mises à jour s'inscrivent dans le cadre de notre engagement continu à vous offrir une expérience robuste et performante. En traitant simultanément plusieurs aspects clés du produit, nous pouvons assurer une meilleure stabilité à long terme. Nous vous remercions de votre patience durant ces travaux d’amélioration de la plateforme. Si vous avez des questions spécifiques concernant ce déploiement, n'hésitez pas à nous contacter à [support@datacandy.com](mailto:support@datacandy.com)..

Mar 10, 01:30:01 GMT+0
Identified - Maintenance is now in progress.

Mar 10, 04:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 21 minutes

Affected Components: Management Portal, Member Portal

Nov 10, 17:11:21 GMT+0
Investigating -  **Incident: Google Account 2FA Issue** _Current Status: Investigating_ We are currently experiencing an issue with **two-factor authentication (2FA) for Google accounts**. This may also impact access to **e-Loyalty features** for end users using a **Gmail address**. Our team is actively investigating the cause and working with our partners to restore full functionality as soon as possible. We will provide updates here as more information becomes available. Thank you for your patience. \---  **Incident : Problème avec l'authentification à deux facteurs (2FA)** Statut: En cours d'investigation Nous rencontrons actuellement un problème avec l'authentification **à deux facteurs (2FA) pour les comptes Google**. Cela peut également avoir un impact sur l'accès aux **fonctionnalités e-Loyalty** pour les utilisateurs finaux utilisant une **adresse Gmail.** Notre équipe enquête activement sur la cause du problème et travaille avec nos partenaires afin de rétablir toutes les fonctionnalités dès que possible. Nous vous gardons informés ici dès que nous aurons plus d'informations.Merci de votre patience..

Nov 10, 17:32:39 GMT+0
Resolved - This incident has been resolved. Cet incident a été résolu..

Duration: 5 hours

Affected Components: , Imgix - Storage Backends, Terminal App - Loyalty, Integration API Services, Gift & Loyalty External Service Providers →

Aug 29, 02:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 29, 02:00:00 GMT+0
Identified - Our primary datacenter provider is performing network maintenance between 22:00 and 03:00 tonight and tomorrow night. The impact of this maintenance on our infrastructure will be intermittent. We have switched to the DR to ensure the continuity of our service. However, we discovered an issue with the Global FLEX Semi-Autonomous integration that fails when the [desj.datacandy.com](http://desj.datacandy.com) domain points to the DR. We will therefore keep it pointing to the production. This can impact your connectivity to our services if you are using an integration provided by Global. \---- Notre fournisseur principal de centre de données effectuera un entretien réseau entre 22 h et 3 h, ce soir et demain soir. L’impact de cet entretien sur notre infrastructure sera intermittent. Nous avons basculé vers notre site de reprise (DR) afin d’assurer la continuité de nos services. Toutefois, nous avons découvert un problème avec l’intégration semi-autonome Global FLEX qui échoue lorsque le domaine [**desj.datacandy.com**](http://desj.datacandy.com) pointe vers le site de reprise. Pour cette raison, nous maintiendrons le domaine pointé vers la production. Cela pourrait avoir un impact sur votre connectivité à nos services si vous utilisez une intégration fournie par Global..

Aug 29, 07:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 8 minutes

Affected Components: Member Portal, White Label Sites, Management Portal, Integration API Services, Text2Win Services, Distribution Services, Check your Card Balance Services

Aug 9, 01:03:55 GMT+0
Investigating - We are currently investigating this incident..

Aug 9, 01:11:36 GMT+0
Resolved - We just resolved the issue!.

Duration: 18 minutes

Affected Components: Member Portal, Management Portal, White Label Sites, Integration API Services, Text2Win Services, Distribution Services, Check your Card Balance Services

Aug 8, 14:15:38 GMT+0
Investigating - We are currently investigating this incident..

Aug 8, 14:33:35 GMT+0
Resolved - We just resolved the issue!.

Duration: 4 minutes

Affected Components: Member Portal, White Label Sites, Management Portal, Integration API Services, Text2Win Services, Distribution Services, Check your Card Balance Services

Aug 8, 13:39:37 GMT+0
Investigating - We are currently investigating this incident..

Aug 8, 13:43:45 GMT+0
Resolved - We just resolved the issue!.

Duration: 9 minutes

Affected Components: Management Portal, Integration API Services, Text2Win Services, Distribution Services, Member Portal, White Label Sites, Check your Card Balance Services

Aug 8, 02:01:37 GMT+0
Investigating - We are currently investigating this incident..

Aug 8, 02:10:33 GMT+0
Resolved - We just resolved the issue!.

Duration: 1 hour and 56 minutes

Affected Components: Twilio - SMS Long Code, North America, Text2Win Services, Twilio - SMS Toll-Free, North America, Imgix - Content Delivery Network

Jun 12, 19:33:28 GMT+0
Investigating - Dear DataCandy Client, Please be advised that **some of DataCandy’s sub-processors are currently experiencing issues**, potentially affecting email, map services, and SMS notifications. This is due to an ongoing outage with Google, which is impacting those partners. **Important:** There is **no impact to loyalty or gift card transactional services**, unless your point-of-sale or eCommerce systems are hosted on Google Cloud infrastructure. We are actively monitoring the situation and will provide updates as they become available. \--------------------------------------------- Cher client(e) DataCandy, Veuillez noter que **certains sous-traitants de DataCandy rencontrent actuellement des problèmes**, ce qui pourrait affecter les services de courriel, de cartes ainsi que les notifications SMS. Cette situation est causée par une panne en cours chez Google, qui a un impact sur ces partenaires. **À noter :** Il n’y a **aucun impact sur le traitement des transactions de cartes fidélité et de cartes-cadeaux**, sauf si votre système de point de vente ou de commerce électronique est hébergé sur l’infrastructure de Google Cloud. Nous suivons la situation de près et vous tiendrons informés de tout changement. .

Jun 12, 21:29:38 GMT+0
Resolved - The earlier issue affecting some of our sub-processors — including email, map services, and SMS notifications — has now been **resolved**. Google has restored service, and all impacted features are operating normally. There was no impact to loyalty or gift card transactional services unless your point-of-sale systems were directly hosted on Google Cloud. We appreciate your patience and understanding during this interruption. \---------------------------------------------------------------------- Le problème ayant affecté certains de nos sous-traitants — notamment les services de courriel, de cartes et les notifications SMS — est maintenant **résolu**. Les services Google ont été rétablis et toutes les fonctionnalités touchées fonctionnent normalement. Il n’y a eu aucun impact sur les transactions de fidélité ou de cartes-cadeaux, sauf si votre système de point de vente était directement hébergé sur Google Cloud. Merci pour votre patience et votre compréhension pendant cette interruption..

Duration: 4 hours

Affected Components: Integration API Services, Distribution Services, Transactional API Services

Jun 12, 01:00:00 GMT+0
Identified - Dear DataCandy Client, This communication is to inform you about **scheduled network maintenance** that will be performed during the following window: * **Start:** Wednesday, June 11th, 2025 at 9:00 PM EST * **End:** Thursday, June 12th, 2025 at 1:00 AM EST **We do not anticipate any impact on your transactions during this period.** To ensure service continuity, we will be proactively switching all operations to our **Disaster Recovery (DR) environment** before the maintenance window begins. This will allow your transactions to process without interruption while our primary network infrastructure is being maintained. We are committed to providing you with reliable and uninterrupted service. This essential maintenance helps us ensure the continued stability and performance of our network. If you have any questions or concerns, please do not hesitate to contact our support team. Sincerely, The DataCandy Team \----- Cher client de DataCandy, Cette communication a pour but de vous informer d'une **maintenance réseau planifiée** qui sera effectuée pendant la période suivante : * **Début :** Mercredi 11 juin 2025 à 21 h 00 H * **Fin :** Jeudi 12 juin 2025 à 1 h 00 H **Nous ne prévoyons aucun impact sur vos transactions durant cette période.** Pour assurer la continuité du service, nous allons basculer de manière proactive toutes les opérations vers notre **environnement de reprise après sinistre (DR)** avant le début de la fenêtre de maintenance. Cela permettra à vos transactions de se poursuivre sans interruption pendant que notre infrastructure réseau principale sera en maintenance. Nous nous engageons à vous offrir un service fiable et ininterrompu. Cette maintenance essentielle nous aide à assurer la stabilité et la performance continues de notre réseau. Si vous avez des questions ou des préoccupations, n'hésitez pas à contacter notre équipe de support. Cordialement, L'équipe DataCandy.

Jun 12, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 12, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: Terminal App - Loyalty

May 6, 16:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 6, 14:00:00 GMT+0
Identified - **Update:** We will be performing scheduled maintenance on **Monday, May 6, 2025**, to **retire the legacy domain** `tpv.datacandy.com`, which is associated with the end-of-life version of the DataCandy terminal application. This change is part of the previously communicated update to the DataCandy Gift and Loyalty application used on payment terminals. ### ⚠️ Impact: Merchants still using the **older version** of the DataCandy terminal application that communicates with `tpv.datacandy.com` may experience **service interruption starting May 6**. To avoid impact, please ensure your terminal is running the **latest version** of the DataCandy application and is configured to communicate with the new endpoint: `**t.datacandy.com**` 📌 This change affects **only terminals** using the outdated application. No action is needed for merchants using DataCandy on POS systems. 🔗 For update instructions and supported terminal models, please visit: <https://help.datacandy.com/en/articles/10842668-how-to-update-your-device> We appreciate your attention to this critical maintenance. If you need assistance, our support team is here to help. \------------------------------------------ **Mise à jour :** Nous effectuerons un **entretien planifié le lundi 6 mai 2025** afin de **retirer le domaine hérité** `tpv.datacandy.com`, associé à l’ancienne version de l’application DataCandy pour terminaux. Cette mise à jour s’inscrit dans la transition vers la **nouvelle version** de l’application DataCandy pour cartes-cadeaux et fidélisation utilisée sur les **terminaux de paiement**. ### ⚠️ Impact : Les commerçants qui utilisent encore l’**ancienne version** de l’application DataCandy, laquelle communique avec `tpv.datacandy.com`, pourraient subir une **interruption de service à partir du 6 mai**. Pour éviter toute interruption, veuillez vous assurer que votre terminal utilise **la dernière version** de l’application DataCandy et qu’il est configuré pour communiquer avec le nouvel endpoint : `**t.datacandy.com**` 📌 Cet entretien concerne **uniquement les terminaux** utilisant l’ancienne application. Aucune action n’est requise pour les commerçants utilisant la solution DataCandy sur leur système de point de vente (POS). 🔗 Pour les instructions de mise à jour et la liste des terminaux pris en charge, veuillez consulter : <https://help.datacandy.com/fr/articles/10842668-comment-mettre-a-jour-votre-application> Nous vous remercions de votre attention à cet entretien important. Notre équipe de soutien est disponible pour vous accompagner au besoin..

May 6, 14:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 11 days, 13 hours and 15 minutes

Affected Components: Terminal App - Loyalty

Apr 15, 04:01:01 GMT+0
Identified - Maintenance is now in progress.

Apr 15, 04:01:00 GMT+0
Identified - As of **April 15, 2025**, merchants using the **outdated** **DataCandy Gift and/or Loyalty application on payment terminals** will experience service interruptions due to an outdated terminal software version. To restore service and prevent future disruptions, impacted merchants must **download and install the latest version of the DataCandy terminal application**.  Step-by-step instructions and a list of supported terminals are available here: <https://help.datacandy.com/en/articles/10842668-how-to-update-your-device>  **Important:** This applies only to merchants using the DataCandy application on **payment terminals**. No action is required if you use the solution on your **POS system**. If your terminal is no longer supported, please contact your payment processor to request a replacement. We appreciate your attention to this update. For assistance, please contact our support team. [help.datacandy.com](http://help.datacandy.com) [How to Update Your Device | DataCandy Help Center](https://help.datacandy.com/en/articles/10842668-how-to-update-your-device) Overview of how different payment terminals receive updates for the DataCandy application..

Feb 24, 17:16:26 GMT+0
Completed - Maintenance has completed successfully..

Duration: 11 days, 13 hours and 17 minutes

Affected Components: Terminal App - Loyalty

Apr 15, 04:00:00 GMT+0
Identified - Depuis le **15 avril 2025**, certains commerçants qui utilisent l'application **DataCandy pour les programmes de cartes-cadeaux et/ou de fidélisation sur un terminal de paiement** peuvent rencontrer une interruption de service en raison d’une version obsolète du logiciel du terminal. Afin de rétablir le service et éviter toute interruption future, les commerçants concernés doivent **télécharger et installer la dernière version de l’application DataCandy dès que possible**. 👉 Les instructions détaillées et la liste des terminaux compatibles sont disponibles ici : <https://help.datacandy.com/fr/articles/10842668-comment-mettre-a-jour-votre-application> 📌 **Important :** Cette mise à jour concerne uniquement les commerçants utilisant l’application DataCandy sur un **terminal de paiement**. Aucune action n’est requise si vous utilisez la solution DataCandy directement sur votre système de point de vente (POS). Si votre terminal est obsolète ou non pris en charge, veuillez communiquer avec votre fournisseur de services de paiement pour en obtenir un nouveau. Nous vous remercions de votre attention à cette mise à jour importante. Pour toute question ou assistance, n’hésitez pas à contacter notre équipe de soutien..

Apr 15, 04:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 24, 17:16:40 GMT+0
Completed - Maintenance has completed successfully..

Duration: 10 hours and 34 minutes

Affected Components: Transactional API Services

Apr 6, 14:26:14 GMT+0
Resolved - Root cause update To our clients, outage was caused by lost internet connectivity at our main data centre and transactions were routed to our DR. À nos clients, la panne a été causée par une perte de connectivité Internet dans notre centre de données principal et les transactions ont été acheminées vers notre centre de données de secours (DR)..

Apr 6, 05:32:55 GMT+0
Postmortem - | Dear Merchant,We are writing to inform you that our systems experienced a **complete outage** between **11:43 PM and 11:54 PM EST**, which impacted all transactions and related services. Our technical team has resolved the issue and normal operations have been restored.**Details of the Outage:** **Nature of Issue:** Complete system and transaction outage.**Impact:** All systems and transaction services were temporarily unavailable.**Outage Timeframe:** From 11:43 PM to 11:54 PM EST.**Resolution:** The issue has been resolved, and systems are now fully operational.**Important Information:**Any transactions submitted during the outage period **will not be processed** and will need to be **resubmitted**. If you have files that need to be reprocessed, please send them to [**support@datacandy.com**](mailto:support@datacandy.com) for assistance.We apologize for any inconvenience caused by this disruption. Your prompt attention to resubmitting affected transactions will help us ensure smooth operations moving forward.If you have any immediate concerns or need further assistance, please do not hesitate to reach out to our support team at [**support@datacandy.com**](mailto:support@datacandy.com).Thank you for your understanding and patience.Sincerely,DataCandy Support | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Cher marchand,Nous vous informons que nos systèmes ont connu une panne complète entre 11h43 et 11h54 (heure de l’Est), qui a affecté toutes les transactions et tous les services connexes. Notre équipe technique a résolu le problème et les opérations normales ont été rétablies :**Nature du problème** : Interruption complète du système et des transactions.**Impact :** Tous les systèmes et services de transaction ont été temporairement indisponibles.**Durée de la panne** : De 23h43 à 23h54 (heure de l’Est).**Résolution :** Le problème a été résolu et les systèmes sont désormais pleinement opérationnels.**Information importante :** : Toutes les transactions soumises pendant lapériode d’interruption ne seront pas traitées et devront être soumises ànouveau. Si vous avez des fichiers qui doivent être traités à nouveau, veuillez les envoyer à [support@datacandy.com](mailto:support@datacandy.com) pour obtenir de l’aide.Nous nous excusons pour les désagréments causés par cette interruption. Si vous avez des préoccupations immédiates ou si vous avez besoin d’une assistance supplémentaire, n’hésitez pas àcontacter notre équipe d’assistance à l’adresse [support@datacandy.com](mailto:support@datacandy.com).Thank. Nous vous remercions de votre compréhension et de votre patience.Sincèrement, |.

Apr 6, 03:52:09 GMT+0
Investigating - We are currently investigating this incident..

Apr 6, 04:05:46 GMT+0
Resolved - We just resolved the issue!.

Duration: 3 days and 8 hours

Affected Components: Distribution Services, Transactional API Services, Management Portal, Terminal App - Loyalty, ETL and Analytics, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Apr 5, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 2, 14:00:00 GMT+0
Identified - Dear DataCandy Clients, We will be performing scheduled maintenance from April 2nd to 4th to replace our Disaster Recovery (DR) servers. No impact is expected to your services. However, during the migration, there will be a temporary loss of redundancy for the analytics (ETL) server and the environments used for partners, integration, training, and demos. Additionally, DR capacity will be reduced while each server is being migrated. Our team will monitor the process closely to ensure a smooth transition. Please reach out to our support team if you have any questions. \--- Chers clients de DataCandy, Nous effectuerons un entretien programmé du 2 au 4 avril afin de remplacer nos serveurs de secours (DR). Aucun impact n’est attendu sur vos services. Cependant, pendant la migration, il y aura une perte temporaire de redondance pour le serveur analytique (ETL) et les environnements utilisés pour les partenaires, l’intégration, la formation et les démonstrations. En outre, la capacité DR sera réduite pendant la migration de chaque serveur. Notre équipe suivra de près le processus afin d’assurer une transition en douceur. N’hésitez pas à contacter notre équipe de support si vous avez des questions. --- ---.

Apr 2, 14:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 1 hour and 50 minutes

Affected Components: Imgix - Content Delivery Network, Distribution Services, Imgix - Storage Backends, Transactional API Services, Management Portal, New Relic - Synthetics : US, New Relic - APM Agent : US, Terminal App - Loyalty, Twilio - SMS Long Code, North America, ETL and Analytics, Twilio - SMS Toll-Free, North America, Imgix - Rendering Infrastructure, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Oct 16, 18:16:01 GMT+0
Identified - **Affected Terminals:** * **Ingenico Telium IWL220, IWL250, IWL255, IWL250** * **Ingenico ICT250, ICT220** * **Verifone VX810 Duet** Merchants using the above terminal models may experience disruptions with **gift and loyalty processing**, as these terminals are no longer supported for use with the DataCandy / Paystone application since **_S_eptember 1st 2024**. If you have not yet upgraded your equipment, it is expected that you may encounter issues with gift and loyalty card transactions. **Impact:** Merchants who have not transitioned to compliant terminals may face interruptions, such as transaction failures or delays in gift and loyalty card processing. **Recommended Action:** To avoid further disruptions, we strongly encourage you to contact your payment processor to upgrade to a compatible terminal that meets the latest security and performance standards. Doing so will restore full functionality for gift and loyalty processing. If you need assistance or want to confirm your terminal model, please contact our support team at [support@datacandy.com](mailto:support@datacandy.com) or [1-888-900-9192](tel:18889009192), Option 4. Thank you for addressing this matter promptly, and we appreciate your continued partnership. DataCandy Support \----------------------------------------------------------------------------------------------------- **Terminaux concernés :** * **Ingenico Telium IWL220, IWL250, IWL255, IWL250** * **Ingenico ICT250, ICT220** * **Verifone VX810 Duo** Les commerçants utilisant les modèles de terminaux ci-dessus peuvent rencontrer des interruptions dans le **traitement des cartes cadeaux et de fidélité**, car ces terminaux ne sont plus pris en charge pour une utilisation avec l'application DataCandy / Paystone depuis le **1er septembre 2024**.. Si vous n'avez pas encore mis à niveau votre équipement, il est prévu que vous rencontriez des problèmes avec les transactions de cartes cadeaux et de fidélité. **Impact :** Les commerçants qui n'ont pas effectué la transition vers des terminaux conformes peuvent faire face à des interruptions, telles que des échecs de transaction ou des retards dans le traitement des cartes cadeaux et de fidélité. **Action recommandée :** Pour éviter d'autres interruptions, nous vous encourageons vivement à contacter votre processeur de paiements afin de passer à un terminal compatible qui répond aux dernières normes de sécurité et de performance. Cela rétablira la pleine fonctionnalité pour le traitement des cartes cadeaux et de fidélité[.](http://fidélité.Si) Si vous avez besoin d'assistance ou souhaitez confirmer le modèle de votre terminal, veuillez contacter notre équipe d'assistance à l'adresse [support@datacandy.com](mailto:support@datacandy.com) ou au [1-888-900-9192](tel:18889009192), Option 4. Merci de traiter cette affaire rapidement, Support DataCandy.

Oct 16, 20:05:51 GMT+0
Resolved - This incident has been resolved..

Duration: 2 hours and 41 minutes

Affected Components: Member Portal

Sep 12, 18:51:22 GMT+0
Resolved - All Member Portal issues have been resolved..

Sep 12, 16:10:26 GMT+0
Identified - > Please be advised that we are working on the Loyalty member portal migration this morning. You may experience some downtime for the next hour while our team completes the work. > \------------------------------------------------- -------------------------------------------------- --------------------- > Please be advised that we are working on the Loyalty member portal migration this morning. You may experience some downtime for the next hour while our team completes the work..

Duration: 2 hours

Affected Components: Imgix - Storage Backends

Aug 19, 21:00:00 GMT+0
Identified - **When:** Today, 5:00 PM - 7:00 PM EST **Affected Service:** Primary Analytics Server We will be conducting emergency hardware maintenance on the primary analytics server today between 5:00 PM and 7:00 PM. This maintenance is required to address an issue that has affected part of the storage. **Impact:** There will be **no impact** on services. All requests will be seamlessly redirected to the secondary analytics server during this time. We apologize for the inconvenience and appreciate your understanding DataCandy \----------------------------------------------------------------------------------------------------------------------- **Quand** : Aujourd’hui, de 17h00 à 19h00 (heure de l’Est) **Service affecté :** Serveur d’analyse primaire Nous effectuons un entretien matériel d’urgence sur le serveur analytique primaire aujourd’hui entre 17h00 et 19h00\. Cet entretien est nécessaire pour résoudre un problème qui a affecté une partie du stockage. **Impact :** Il n’y aura **pas d’impact** sur les services. Toutes les demandes seront redirigées de manière vers le serveur analytique secondaire pendant cette période. Nous nous excusons pour les désagréments occasionné et vous remercions de votre compréhension. DataCandy.

Aug 19, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 19, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 hour and 59 minutes

Affected Components: Imgix - Storage Backends

Aug 14, 20:00:00 GMT+0
Identified - **When:** Today, 4:00 PM - 6:00 PM EST **Affected Service:** Primary Analytics Server We will be conducting emergency hardware maintenance on the primary analytics server today between 4:00 PM and 6:00 PM. This maintenance is required to address an issue that has affected part of the storage. **Impact:** There will be **no impact** on services. All requests will be seamlessly redirected to the secondary analytics server during this time. We apologize for the inconvenience and appreciate your understanding DataCandy \----------------------------------------------------------------------------------------------------------------------- **Quand** : Aujourd’hui, de 16h00 à 18h00 (heure de l’Est) **Service affecté :** Serveur d’analyse primaire Nous effectuons un entretien matériel d’urgence sur le serveur analytique primaire aujourd’hui entre 16h00 et 18h00\. Cet entretien est nécessaire pour résoudre un problème qui a affecté une partie du stockage. **Impact :** Il n’y aura **pas d’impact** sur les services. Toutes les demandes seront redirigées de manière vers le serveur analytique secondaire pendant cette période. Nous nous excusons pour les désagréments occasionné et vous remercions de votre compréhension. DataCandy.

Aug 14, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 14, 21:59:30 GMT+0
Completed - Maintenance has completed successfully..

Duration: 9 minutes

Affected Components: Distribution Services, Transactional API Services, Management Portal, Integration API Services, Check your Card Balance Services, Member Portal

Jul 23, 02:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 23, 02:09:06 GMT+0
Completed - Maintenance has completed successfully..

Jul 23, 02:00:00 GMT+0
Identified - **When:** Monday, July 22nd at 10:00 PM EST **Duration:** 30 minutes We will be performing scheduled maintenance on Monday, July 22nd, starting at 10:00 PM EST. This maintenance is expected to last no more than 1 hour. There will be no impact on system functionality or availability during this time. — The DataCandy Team.

Duration: 5 days, 21 hours and 36 minutes

Affected Components: Terminal App - Loyalty

Jul 19, 19:45:38 GMT+0
Investigating - **Issue:** Moneris is currently experiencing an issue with the DataCandy Gift & Loyalty application on Moneris IWL 3G terminals, resulting in a communication error when accessed. Our team is working diligently with Moneris to ensure a swift resolution and restore full functionality. We apologize for any inconvenience this may cause and greatly appreciate your patience and understanding..

Jul 25, 17:21:16 GMT+0
Resolved - The issue should now be resolved, if you are still experiencing issues with these devices please contact us at support@datacandy.com.

Duration: 9 days, 2 hours and 37 minutes

Affected Components: Terminal App - Loyalty

Jul 16, 14:44:10 GMT+0
Identified - **Issue:** Moneris is currently experiencing an issue with the DataCandy Gift & Loyalty application on Moneris Go terminals, resulting in an error or a black screen when accessed. **Immediate Action Required:** To resolve this issue, please contact Moneris support at [**1-866-319-7450**](tel:18663197450) to uninstall version 4.5 and reinstall version 4.49, which is currently available in the Moneris PAX store. Our team is working diligently with Moneris to ensure a swift resolution and restore full functionality. We apologize for any inconvenience this may cause and greatly appreciate your patience and understanding..

Jul 25, 17:21:36 GMT+0
Resolved - The issue should now be resolved, if you are still experiencing issues with these devices please contact us at support@datacandy.com.

Jul 17, 21:17:17 GMT+0
Monitoring - Hello, We have received temporary instructions from Moneris to resolve the issues with the Moneris GO DataCandy application. **Please see steps below on disabling 4G and connecting to WiFi.** 1\. From the home screen of the terminal, place your finger at the top center of the screen and drag it straight down, this will pull down the panel. If a full swipe is not completed, a second swipe is required to see the full panel. 2\. Tap the data icon to disable 4G, this symbol has two arrows, one facing up and one facing down, much like an Android cell phone. 3\. Within the same panel, tap WiFi, and the terminal will display a list of available WiFi networks. 4\. Tap the network you would like to connect to, enter the password, and tap Connect. At this point, the merchant can try launching the Datacandy app, if the error occurs again, perform a reboot. If the issue persists, they will need to engage their network team/IT to whitelist the new IPs. <https://www.moneris.com/help/MGo-A920-R3-EN/A920%5Findex.htm#t=SYT%2FWireless%5Fcommunication.htm%23Connecting%5Fto%5Fa%5FWi-Fi%5Fnetwork&rhsearch=wifi>.

Duration: 1 hour

Affected Components: Distribution Services, Transactional API Services, Terminal App - Loyalty, Integration API Services

Jul 2, 15:15:01 GMT+0
Identified - Maintenance is now in progress.

Jul 2, 16:15:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 2, 15:15:00 GMT+0
Identified - Dear Valued Users, To ensure the highest standards of security and reliability, we will conduct scheduled maintenance to address critical system aspects. This proactive measure is essential to safeguard the integrity and robustness of our infrastructure. During this maintenance period, there will be NO service disruptions. Rest assured, our dedicated team is working diligently to enhance our defenses and optimize performance. We appreciate your understanding and patience as we work towards fortifying our systems. Best Regards, The DataCandy Team.

Duration: 44 minutes

Affected Components: Distribution Services, Transactional API Services, Management Portal, Terminal App - Loyalty, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Jun 20, 02:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 20, 02:44:07 GMT+0
Completed - Maintenance has completed successfully..

Jun 20, 02:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. No customer impact is expected..

Affected Components: Distribution Services, Transactional API Services, Management Portal, Terminal App - Loyalty, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Jun 19, 02:16:00 GMT+0
Resolved - This incident has been resolved..

Jun 19, 01:54:00 GMT+0
Resolved - We experienced brief service interruptions starting at 21:50 EST. Complete unavailability occurred between 22:06 EST to 22:08 EST and from 22:12 EST to 22:16 EST. The issue was resolved at 22:16 EST by blocking an IP address that was performing excessive queries..

Duration: 13 hours and 48 minutes

Affected Components: Transactional API Services

May 29, 22:20:48 GMT+0
Resolved - We just resolved the issue!.

May 29, 22:07:01 GMT+0
Investigating - We are currently investigating this incident..

Duration: 8 hours

Affected Components: Imgix - Storage Backends

Mar 5, 03:00:00 GMT+0
Identified - We are planning for a scheduled maintenance - **Database Servers Upgrades:** _March 4th 10PM - 6AM EST_.

Mar 5, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 5, 11:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 26 days, 15 hours and 55 minutes

Affected Components: Distribution Services, Transactional API Services, Management Portal, Terminal App - Loyalty, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Feb 28, 03:00:00 GMT+0
Identified - We are conducting our scheduled maintenance during this time..

Feb 28, 13:39:54 GMT+0
Completed - Maintenance has completed successfully..

Duration: 1 hour and 55 minutes

Affected Components: Terminal App - Loyalty

Feb 14, 20:55:22 GMT+0
Resolved - This incident has been resolved..

Feb 14, 19:00:38 GMT+0
Identified - We have identified the issue and are continuing to work on a fix for this incident..

Duration: 1 hour and 54 minutes

Affected Components: Distribution Services, Transactional API Services, Management Portal, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Feb 14, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 14, 04:53:49 GMT+0
Completed - Maintenance has completed successfully..

Feb 14, 03:00:00 GMT+0
Identified - \*\*Load Balancer Server Upgrades:\*\* February 13, 2024, 10 PM - 4 AM EST During these upgrades, we want to assure you that your transactions should not be interrupted. However, there might be slight delays in reporting. Your understanding during this period is highly appreciated. ----------------------------------------------------------------------------------------------- \*\*Mises à niveau du serveur de répartition de charge : \*\*13 février 2024, de 22h à 4h (heure de l’Est) Pendant ces mises à niveau, nous tenons à vous assurer que vos transactions ne seront pas interrompues. Cependant, il pourrait y avoir de légers retards dans les rapports. Nous vous sommes reconnaissants de votre compréhension pendant cette période..

Duration: 8 hours

Affected Components: Management Portal, Check your Card Balance Services, Member Portal

Feb 6, 15:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 6, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Feb 6, 15:00:00 GMT+0
Identified - Delayed Processing Server Upgrade: January 30, 2024, 10 PM - 4 AM EST Analytics Server Upgrade: February 6, 2024, 10 AM - 6 PM EST Load Balancer Server Upgrades: February 13, 2024, 10 PM - 4 AM EST During these upgrades, we want to assure you that your transactions should not be interrupted. However, there might be slight delays in reporting. Your understanding during this period is highly appreciated. If you have any questions or concerns, feel free to reach out to our support team at support@datacandy.com ---------------------------------------------------------------------------------------------------------------- Mise à niveau du Serveur de Traitement Différé : 30 janvier 2024, de 22h à 4h (heure de l’Est) Mise à niveau du serveur d’analyse : 6 février 2024, de 10h à 18h (heure de l’Est) Mises à niveau du serveur de répartition de charge : 13 février 2024, de 22h à 4h (heure de l’Est) Pendant ces mises à niveau, nous tenons à vous assurer que vos transactions ne seront pas interrompues. Cependant, il pourrait y avoir de légers retards dans les rapports. Nous vous sommes reconnaissants de votre compréhension pendant cette période. Si vous avez des questions ou des préoccupations, n'hésitez pas à contacter notre équipe de support à support@datacandy.com.

Duration: 2 hours and 25 minutes

Affected Components: New Relic - Synthetics : US, Distribution Services, New Relic - APM Agent : US, Imgix - Storage Backends, Management Portal, Imgix - Rendering Infrastructure, Check your Card Balance Services, Member Portal, White Label Sites

Jan 31, 03:00:00 GMT+0
Identified - **Delayed Processing Server Upgrade:** January 30, 2024, 10 PM - 4 AM EST **Analytics Server Upgrade:** February 6, 2024, 10 AM - 6 PM EST **Load Balancer Server Upgrades:** February 13, 2024, 10 PM - 4 AM EST During these upgrades, we want to assure you that your transactions should not be interrupted. However, there might be slight delays in reporting. Your understanding during this period is highly appreciated. ----------------------------------------------------------------------------------------------- **Mise à niveau du Serveur de Traitement Différé :** 30 janvier 2024, de 22h à 4h (heure de l’Est) **Mise à niveau du serveur d’analyse :** 6 février 2024, de 10h à 18h (heure de l’Est) **Mises à niveau du serveur de répartition de charge : **13 février 2024, de 22h à 4h (heure de l’Est) Pendant ces mises à niveau, nous tenons à vous assurer que vos transactions ne seront pas interrompues. Cependant, il pourrait y avoir de légers retards dans les rapports. Nous vous sommes reconnaissants de votre compréhension pendant cette période..

Jan 31, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Jan 31, 05:24:39 GMT+0
Completed - Maintenance has completed successfully..

Duration: 1 day, 20 hours and 33 minutes

Affected Components: Imgix - Storage Backends, New Relic - Synthetics : US, Imgix - Content Delivery Network, New Relic - APM Agent : US, Distribution Services, Transactional API Services, Management Portal, Twilio - SMS Toll-Free, North America, Imgix - Rendering Infrastructure, Twilio - SMS Long Code, North America, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Nov 16, 15:45:00 GMT+0
Investigating - We are currently experiencing disruptions to our Gift and Loyalty platform, you may be experiencing slower transations times as of 10:45 am EST. We are working diligently on a solution to restore service as soon as possible.

Nov 16, 19:23:20 GMT+0
Monitoring - Regular activity of our system was restored at 11:59 am EST, we are reviewing any data exceptions that may have been caused by database degradation in performance we experienced. L’activité normale de notre système a été rétablie à 11h59 (heure de l’Est). Nous sommes en train d’examiner toutes les exceptions de données qui ont pu être causées par la dégradation des performances de la base de données que nous avons subie..

Nov 17, 00:02:09 GMT+0
Monitoring - The bonus point and reward processing is currently suspended, these transactions are being safely queued up in our system. We will release them once our development team has completed the data integrity audit. ETA for integrity audit completion is 12:00 pm on Nov 17,2023 Le traitement des points bonis et des récompenses est actuellement suspendu. Ces transactions sont conservées dans notre système et seront traitées lorsque notre équipe de développement aura terminé l’audit de l’intégrité des données. Nous planifions avoir terminé l'audit des données à 12:00PM le 17 novembre, 2023 .

Nov 17, 15:50:41 GMT+0
Monitoring - Integrity audit has been completed. All incoming transactions related to promotions and bonus points started processing normally after 3:30 pm EST on Nov 16, 2023. We are processing all bonus and reward transactions from yesterday that we received between the hours of 12:00 pm and 3:30 pm EST on Thursday November 16, 2023. We will provide an update once all queued bonus and reward transaction messages have been processed. ---- Notre audit d'intégrité des données est terminé. Toutes les transactions entrantes liées aux promotions et aux points bonis ont recommencé à être traitées normalement après 15h30 HNE le 16 novembre 2023 Nous traitons les transactions de points bonis et de récompenses que nous avons reçues entre 12h00 et 15h30 HNE jeudi 16 novembre 2023. Nous fournirons une mise à jour une fois que toutes les transactions de points bonis et de récompenses toujours en attente auront été traités..

Nov 18, 12:18:13 GMT+0
Resolved - We are DONE processing all bonus and reward transactions from yesterday that we received between the hours of 12:00 pm and 3:30 pm EST on Thursday November 16, 2023. All system processes are stable, we are marking this incident as resolved. Nous avons TERMINÉ le traitement de toutes les transactions de bonus et de récompense d'hier que nous avons reçues entre 12 h 00 et 15 h 30 HNE jeudi 16 novembre 2023. Tous les processus du système sont stables, nous marquons cet incident comme résolu..

Duration: 1 hour and 59 minutes

Affected Components: Distribution Services, Transactional API Services, Management Portal, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Nov 16, 15:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. We will be upgrading the database servers. Traffic will be sent through our DR site during this time. .

Nov 16, 16:59:22 GMT+0
Completed - We are currently experiencing disruptions to our Gift and Loyalty platform, you may be experiencing slower transations times as of 10:45 am EST. We are diligently working diligently on a solution to restore service as soon as possible..

Nov 16, 15:00:01 GMT+0
Identified - Maintenance is now in progress.

Nov 16, 17:00:17 GMT+0
Completed - Maintenance has completed successfully..

Duration: 10 hours and 10 minutes

Affected Components: Distribution Services, Transactional API Services, Management Portal, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

Aug 6, 16:11:00 GMT+0
Investigating - We are currently investigating this incident..

Aug 6, 17:59:09 GMT+0
Identified - Production was switched to DR a few moments after the incident started. Our primary site is back online. We will switch back to it this evening. .

Aug 7, 02:21:01 GMT+0
Resolved - This incident has been resolved and production is back to the primary site..

Duration: 2 hours and 13 minutes

Affected Components: Transactional API Services, Management Portal, Distribution Services, Integration API Services, Check your Card Balance Services, Member Portal, Text2Win Services, White Label Sites

May 2, 02:00:00 GMT+0
Identified - We will be performing maintenance on the networks for the G&L platform to have a better failover mechanism between the data centers. There should be no impact to customers as it will not affect the main production network..

May 2, 02:00:01 GMT+0
Identified - Maintenance is now in progress.

May 2, 04:12:56 GMT+0
Completed - Maintenance has completed successfully..

Duration: 1 hour and 13 minutes

Affected Components: Transactional API Services, Management Portal, Integration API Services, Text2Win Services, White Label Sites, Distribution Services, Check your Card Balance Services, Member Portal

Mar 1, 03:00:00 GMT+0
Identified - We are planning a maintenance of our DNS servers. There should be no impact on production. .

Mar 1, 04:12:38 GMT+0
Completed - Maintenance has completed successfully..

Mar 1, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 31 minutes

Affected Components: Member Portal, Check your Card Balance Services

Nov 16, 03:31:19 GMT+0
Completed - Maintenance has completed successfully..

Nov 16, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Nov 16, 03:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. Cardholders using the Member Portal and Check your Card Balance site will have to login back into the site as part of the maintenance will invalidate their current sessions. Our APIs and management portal is not affected by this maintenance..