tag:status.upserve.com,2005:/historyLightspeed (U-Series) Status - Incident History2024-03-28T14:40:03-04:00Lightspeed (U-Series)tag:status.upserve.com,2005:Incident/191310932023-11-22T13:21:32-05:002023-11-22T13:21:32-05:00Lightspeed U-Series POS Incident - 11/15<p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>13:21</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>13:19</var> EST</small><br><strong>Update</strong> - Our engineering team has successfully completed the reinstatement of all recoverable data in relation to the November 15th Google Cloud Platform outage that affected U-Series customers. These recovery efforts include both payments and HQ reporting. All payments are captured and all information in HQ is up to date.<br /><br />If there are still inconsistencies in your payments or reporting, or if you have any questions, please reach out to support via chat at help.upserve.com or via phone at 855-664-8335.</p><p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>11:54</var> EST</small><br><strong>Update</strong> - Our engineering team is making progress on reconciling delayed reporting data in response to the November 15th U-Series outage. Our focus this week remains on recovering as much of this data as possible. While this occurs, HQ reporting will remain inconsistent.<br /><br />All delayed payments from the outage were captured last week and should have been deposited today in correlation with the normal deposit schedule. To view the U-Series deposit schedule, please visit https://help.upserve.com/s/article/Deposit-Schedule-with-Upserve-Payments.<br /><br />For the best performance, make sure all your terminals are running the latest version of the application available in the app store, if you haven't already done so.<br /><br />If you have any questions please reach out via chat at https://help.upserve.com/s/ or via phone at 855-664-3887.</p><p><small>Nov <var data-var='date'>18</var>, <var data-var='time'>00:03</var> EST</small><br><strong>Update</strong> - Our engineering team has successfully completed the capturing of all delayed payments from the November 15th U-Series outage. These payments will be deposited on Monday in correlation with the normal deposit schedule.<br /><br />HQ Reports remain inconsistent and our team will now shift focus to reconciling this data next week. To view the U-Series deposit schedule, please visit https://help.upserve.com/s/article/Deposit-Schedule-with-Upserve-Payments. If you have any questions please reach out via chat at https://help.upserve.com/s/ or via phone at 855-664-3887.</p><p><small>Nov <var data-var='date'>17</var>, <var data-var='time'>19:24</var> EST</small><br><strong>Update</strong> - Our engineering team has begun successfully capturing delayed payments from the November 15th U-Series Outage. This process will continue throughout the weekend. Note that this work only affects payments and that reporting in HQ will continue to be inconsistent until further investigation can be done into potential recovery for that data. Thank you for your continued patience as this process continues in the coming days.<br /><br />To view the U-Series deposit schedule, please visit https://help.upserve.com/s/article/Deposit-Schedule-with-Upserve-Payments. If you have any questions please reach out via chat at https://help.upserve.com/s/ or via phone at 855-664-3887.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>10:11</var> EST</small><br><strong>Update</strong> - Our engineering team has worked with our third-party provider to resolve an incident that caused some merchants to encounter a service disruption. We have observed merchants return to normal operations.<br /><br />We are still working to correct reporting inconsistencies from the outage. We will continue to provide updates on our status page.</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>22:12</var> EST</small><br><strong>Monitoring</strong> - Our engineering team has worked with our third-party provider to mitigate an issue causing some merchants to encounter a service disruption.<br /><br />We have observed a gradual recovery with some merchants returning to normal operations that were previously unable to access their Lightspeed U-Series Point of Sale. <br /><br />We will continue to monitor for the full recovery of all merchants before resolving.</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>21:20</var> EST</small><br><strong>Update</strong> - Our engineering team remains actively engaged with our third-party provider to address the service disruption. Updates will be shared as soon as more information becomes available.<br /><br />iOS<br />As a temporary solution, please follow the following steps:<br />1. Quit the U-Series app<br />2. Force Offline Mode - Enable airplane mode or turn off wifi<br />3. Launch the U-Series app<br />4. Turn airplane mode off or wifi back on<br /><br />Android<br />As a temporary solution, please follow the following steps:<br />1. Unplug the ethernet cable from the ELO terminal or from the wall.<br />2. Tap the “Try again” button from the error screen.<br />3. You should see the PIN screen. Pin in as normal.<br />4. Plug the ethernet cable back in and after a few moments, printing capabilities should be functional.<br /><br />This will enable the device to operate in Offline Mode.<br /><br />Operating in Offline Mode permits ongoing business operations, including the collection of credit card payments. Learn more about Offline Mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>19:39</var> EST</small><br><strong>Update</strong> - Our engineering team is actively working with our third-party provider to reach a resolution for the service disruption. We will provide updates as soon as additional information becomes available.<br /><br />iOS<br />As a temporary solution, please follow the following steps:<br />1. Quit the U-Series app<br />2. Force Offline Mode - Enable airplane mode or turn off wifi<br />3. Launch the U-Series app<br />4. Turn airplane mode off or wifi back on<br /><br />Android<br />As a temporary solution, please follow the following steps:<br />1. Unplug the ethernet cable from ELO terminal or from the wall.<br />2. Tap the “Try again” button from the error screen.<br />3. You should see the PIN screen. Pin in as normal.<br />4. Plug the ethernet cable back in and after a few moments printing capabilities should be functional.<br /><br />This will enable the device to operate in Offline Mode.<br /><br />Operating in Offline Mode permits ongoing business operations, including the collection of credit card payments. Learn more about Offline Mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>18:46</var> EST</small><br><strong>Update</strong> - Our engineering team is actively working with our third-party provider to reach a resolution for the service disruption. We will provide updates as soon as additional information becomes available.<br /><br />As a temporary solution, please follow the following steps:<br />1. Quit the U-Series app<br />2. Force Offline Mode - Enable airplane mode or turn off wifi<br />3. Launch the U-Series app<br />4. Turn airplane mode off or wifi back on<br /><br />This will enable the device to operate in Offline Mode.<br /><br />Operating in Offline Mode permits ongoing business operations, including the collection of credit card payments. Learn more about Offline Mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>17:11</var> EST</small><br><strong>Update</strong> - Our engineering team is actively working with our third-party provider to reach a resolution for the service disruption. We will provide updates as soon as additional information becomes available.<br /><br />As a temporary solution, please follow the following steps:<br />1. Quit the U-Series app<br />2. Force Offline Mode - Enable airplane mode or turn off wifi<br />3. Launch the U-Series app<br />4. Turn airplane mode off or wifi back on<br /><br />This will enable the device to operate in Offline Mode.<br /><br />Operating in Offline Mode permits ongoing business operations, including the collection of credit card payments. Learn more about Offline Mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>16:57</var> EST</small><br><strong>Identified</strong> - Our engineering team has identified an issue due to a 3rd party provider that is causing the Lightspeed U-Series Point of Sale to be non-operational for some merchants. We will continue to update as soon as we have more information.</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>16:37</var> EST</small><br><strong>Investigating</strong> - Our engineering team is aware of an issue that is causing the Lightspeed U-Series Point of Sale to be non-operational for some merchants. We will update as soon as we have more information.</p>tag:status.upserve.com,2005:Incident/191188012023-11-14T13:07:25-05:002023-11-14T13:07:25-05:00U-Series POS Reports<p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>13:07</var> EST</small><br><strong>Resolved</strong> - Our engineering team has implemented a solution to address the issue that was causing challenges for certain merchants in generating U-Series POS Reports. Those merchants who previously faced difficulties in generating U-Series POS reports should now experience a return to regular operation.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>12:07</var> EST</small><br><strong>Update</strong> - We have identified an issue that is causing a very small subset of customers to encounter difficulty when generating U-Series POS Reports.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>10:30</var> EST</small><br><strong>Identified</strong> - We identified an issue causing some customers to have difficulty generating U-Series POS Reports.</p>tag:status.upserve.com,2005:Incident/182871092023-08-27T20:59:52-04:002023-08-27T20:59:52-04:00eCard Gift Card Provider Incident<p><small>Aug <var data-var='date'>27</var>, <var data-var='time'>20:59</var> EDT</small><br><strong>Resolved</strong> - The incident with utilizing Gift Cards, is now fully resolved. You can continue to redeem, check balance, and load Gift Cards.<br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Aug <var data-var='date'>27</var>, <var data-var='time'>20:28</var> EDT</small><br><strong>Investigating</strong> - There is currently an issue with an upstream Gift Card provider, eCard Systems. Our team is reaching out to eCards for more details. They are aware and working on it currently.</p>tag:status.upserve.com,2005:Incident/178846092023-07-17T23:36:06-04:002023-07-17T23:36:06-04:00POS Syncing Issues 7/17<p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>23:36</var> EDT</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been experiencing syncing issues have returned to normal operation, and this incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com</p><p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>22:53</var> EDT</small><br><strong>Identified</strong> - Our engineering team has identified an issue due to a 3rd Party Service causing some merchants to experience syncing issues on the POS & degraded performance or offline mode.<br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview & https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside.</p><p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>22:26</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>22:25</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>22:24</var> EDT</small><br><strong>Investigating</strong> - Our engineering team is currently investigating syncing issues and your Point of Sale may be experiencing degraded performance or offline mode.<br /><br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/176117652023-06-19T09:08:12-04:002023-06-19T09:08:12-04:006/19/2023 Database Maintenance<p><small>Jun <var data-var='date'>19</var>, <var data-var='time'>09:08</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'>18</var>, <var data-var='time'>14:15</var> EDT</small><br><strong>Monitoring</strong> - U-Series is undergoing scheduled database maintenance between 2:00 AM-5:00 AM EDT on Monday, June 19th 2023. Impact of this maintenance should be minimal, but customers may experience a brief lapse in POS connectivity during this time. This should last no more than 20 minutes and will resolve on its own.<br /><br />To review best practices while operating in Offline Mode please visit https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/175870052023-06-16T09:05:07-04:002023-06-16T09:05:07-04:006/16/2023 Database Maintenance<p><small>Jun <var data-var='date'>16</var>, <var data-var='time'>09:05</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'>15</var>, <var data-var='time'>17:35</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jun <var data-var='date'>15</var>, <var data-var='time'>17:34</var> EDT</small><br><strong>Investigating</strong> - U-Series is undergoing scheduled database maintenance between 3:00 AM-5:00 AM EDT on Friday, June 16th 2023. Impact of this maintenance should be minimal, but customers may experience a brief lapse in POS connectivity during this time. This should last no more than 20 minutes and will resolve on its own.<br /><br />To review best practices while operating in Offline Mode please visit https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/173029992023-05-19T11:55:37-04:002023-05-19T11:55:37-04:00Syncing Issues - 5/19/2023<p><small>May <var data-var='date'>19</var>, <var data-var='time'>11:55</var> EDT</small><br><strong>Resolved</strong> - Our engineering team has applied a resolution related to syncing issues on the Point of Sale and HQ. All systems at this time should be operational. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>May <var data-var='date'>19</var>, <var data-var='time'>11:05</var> EDT</small><br><strong>Update</strong> - We are continuing to mitigate syncing issues on the Point of Sale and HQ. This may cause degraded performance for loading reports and receiving Online Orders. We're actively working towards a resolution.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>May <var data-var='date'>19</var>, <var data-var='time'>10:37</var> EDT</small><br><strong>Identified</strong> - Our engineering team has identified issues with syncing on the Point of Sale and HQ. This may cause degraded performance for loading reports and receiving Online Orders. We're actively working towards a resolution.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p>tag:status.upserve.com,2005:Incident/167008612023-03-30T16:01:12-04:002023-03-30T16:01:12-04:00Support Chat Option Unavailable - 3/30<p><small>Mar <var data-var='date'>30</var>, <var data-var='time'>16:01</var> EDT</small><br><strong>Resolved</strong> - Our 3rd party chat provider, has resolved an incident with their chat service. Customers contacting Upserve support via chat will now able to reach a support agent in-app or on help.upserve.com. Upserve platform infrastructure is and remains 100% functional</p><p><small>Mar <var data-var='date'>30</var>, <var data-var='time'>15:56</var> EDT</small><br><strong>Monitoring</strong> - Our 3rd party chat provider, has resolved an incident with their chat service. Customers contacting U-Series support via chat will now able to reach a support agent in-app or on help.upserve.com. U-Series platform infrastructure is and remains 100% functional.</p><p><small>Mar <var data-var='date'>30</var>, <var data-var='time'>15:33</var> EDT</small><br><strong>Investigating</strong> - Lightspeed U-Series technical operations team is actively investigating reports of chat-based support experiencing connectivity issues due to a Third Party partner. <br /><br />Our support team remains available via phone at (855) 664-3887. Upserve platform infrastructure and remains 100% functional.</p>tag:status.upserve.com,2005:Incident/165348972023-03-16T20:20:30-04:002023-03-16T20:20:30-04:00U-Series Analytics Login Failure<p><small>Mar <var data-var='date'>16</var>, <var data-var='time'>20:20</var> EDT</small><br><strong>Resolved</strong> - Our engineering team has resolved the issue that was causing difficulties for some merchants logging into HQ at app.upserve.com. Merchants who previously encountered difficulties while attempting to log in should now be able to do so without any issues.</p><p><small>Mar <var data-var='date'>16</var>, <var data-var='time'>19:15</var> EDT</small><br><strong>Monitoring</strong> - Our engineering team has implemented a fix to the issue that was causing difficulties for some merchants logging into app.upserve.com.</p><p><small>Mar <var data-var='date'>16</var>, <var data-var='time'>18:53</var> EDT</small><br><strong>Identified</strong> - Our engineering team has identified an issue with the standalone analytics at app.upserve.com. Resolution is now underway.</p>tag:status.upserve.com,2005:Incident/164085972023-03-09T21:48:58-05:002023-03-09T21:48:58-05:003/9/23 Offline Mode<p><small>Mar <var data-var='date'> 9</var>, <var data-var='time'>21:48</var> EST</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Mar <var data-var='date'> 9</var>, <var data-var='time'>21:04</var> EST</small><br><strong>Monitoring</strong> - Our engineering team has mitigated an issue causing some merchants to operate in offline mode.<br /><br />We have observed merchants return to normal operations that had previously been operating in offline mode.<br /><br />We will continue to monitor this issue before resolving.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Mar <var data-var='date'> 9</var>, <var data-var='time'>20:42</var> EST</small><br><strong>Investigating</strong> - Our engineering team continues to investigate connectivity issues and your Upserve Point of Sale may be in offline mode.<br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/156972362022-12-23T10:19:09-05:002022-12-23T10:19:09-05:00Gift Card Processing Issue- TCC<p><small>Dec <var data-var='date'>23</var>, <var data-var='time'>10:19</var> EST</small><br><strong>Resolved</strong> - We have seen recovery with gift cards for TCC a 3rd party integration.<br /><br />Please note that Upserve infrastructure is still 100% functional.<br /><br />Please contact us through chat if you see any further issues.</p><p><small>Dec <var data-var='date'>22</var>, <var data-var='time'>19:41</var> EST</small><br><strong>Investigating</strong> - There are currently reports of a 3rd party Incident for merchants utilizing gift cards. Our team is reaching out to TCC, The Customer Connection, for more details.<br /><br />Please note that Upserve infrastructure is 100% functional.</p>tag:status.upserve.com,2005:Incident/146892822022-12-09T03:47:08-05:002022-12-09T03:47:08-05:00Workforce Loading Intermittently<p><small>Dec <var data-var='date'> 9</var>, <var data-var='time'>03:47</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>21:13</var> EST</small><br><strong>Update</strong> - The root cause has been identified and a solution applied.</p><p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>17:36</var> EST</small><br><strong>Identified</strong> - Our engineering team has identified the issue with Workforce and are working on a fix.</p><p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>15:45</var> EST</small><br><strong>Investigating</strong> - We have received reports of customers being unable to access the Workforce Scheduling Tool. Our engineering team is investigating the issue.</p>tag:status.upserve.com,2005:Incident/133850612022-11-18T21:27:22-05:002022-11-18T21:30:04-05:00Payment Declines<p><small>Nov <var data-var='date'>18</var>, <var data-var='time'>21:27</var> EST</small><br><strong>Resolved</strong> - Our third party partner has resolved the incident and your Point of Sale should be operating continuously online.</p><p><small>Nov <var data-var='date'>18</var>, <var data-var='time'>20:55</var> EST</small><br><strong>Monitoring</strong> - Our engineers have observed credit card decline rates return to expected levels and restaurants that had been operating in offline mode have returned to normal operation.<br /><br />We are continuing to monitor resolution of the service disruption by one of our third party payment processors, and will update you again before fully resolving this incident.</p><p><small>Nov <var data-var='date'>18</var>, <var data-var='time'>20:39</var> EST</small><br><strong>Identified</strong> - One of our third party payment processors is investigating higher than normal decline rates on credit card transactions. Your U-Series Point of Sale may be in Offline Mode as a result.<br /><br />Offline mode allows you to continue operating and collecting credit card payments. For more information on offline mode, visit https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Nov <var data-var='date'>18</var>, <var data-var='time'>20:10</var> EST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Nov <var data-var='date'>18</var>, <var data-var='time'>19:57</var> EST</small><br><strong>Investigating</strong> - One of our third party payment processors is investigating higher than normal decline rates on credit card transactions. Your U-Series Point of Sale may be in Offline Mode as a result.<br /><br />Offline mode allows you to continue operating and collecting credit card payments. For more information on offline mode, visit help.upserve.com</p>tag:status.upserve.com,2005:Incident/127663492022-11-09T10:41:02-05:002022-11-09T10:41:02-05:00Offline Mode - 11/9<p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>10:41</var> EST</small><br><strong>Resolved</strong> - Our third party partner has resolved issues with connectivity and your Point of Sale should be operating continuously online.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>10:26</var> EST</small><br><strong>Identified</strong> - Our engineering team has identified an issue with a third party partner that may be impacting your Point of Sale connectivity. We are working with our partner to help them resolve and restore connectivity.<br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside<br />View this Incident</p><p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>10:06</var> EST</small><br><strong>Investigating</strong> - Our engineering team is currently investigating connectivity issues and your Upserve Point of Sale may be in offline mode.<br /><br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/127325022022-11-06T05:03:47-05:002022-11-06T05:03:47-05:00Offline Mode 11/6<p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>05:03</var> EST</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved.<br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>03:48</var> EST</small><br><strong>Monitoring</strong> - We have observed merchants return to normal operations that had previously been operating in offline mode.<br />We will continue to monitor this issue before resolving.<br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>03:43</var> EST</small><br><strong>Identified</strong> - Our engineering team continues to investigate connectivity issues and your Upserve Point of Sale may be in offline mode.<br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/113541602022-10-03T14:10:22-04:002022-10-03T14:10:22-04:00Offline Mode 10/2<p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>14:10</var> EDT</small><br><strong>Resolved</strong> - Since our last update, our 3rd Party Payment Processing Partner Fiserv/First Data has confirmed that they have completed the work to resolve the outage affecting card authorizations. Our monitoring has shown consistent processing activity for all Upserve customers, therefore we are resolving this issue.<br /><br />Allow up to (1) day for any open checks with payments to sync.<br /><br />Please note batches from 10/2 will be delayed up to (1) day for processing. Today's transactions will batch with 10/3 as expected.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>13:28</var> EDT</small><br><strong>Monitoring</strong> - Since our last update, our 3rd Party Payment Processor Partner Fiserv/First Data has taken action to resolve their service incident affecting declined card transactions for Upserve customers. <br /><br />Upserve has observed a lower rate of declined transactions and customers previously operating in offline mode are now returning to normal operation.<br /><br />Upserve will continue to monitor this incident further prior to declaring the incident as resolved.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>11:55</var> EDT</small><br><strong>Update</strong> - Our engineering team is continuing to investigate elevated error rates on card transactions due to an outage with Fiserv/First Data, our 3rd Party Payment Processor. Your Upserve Point of Sale may still be in Offline Mode for this reason. We are continuing to work with Fiserv/First Data to resolve this outage. We will update this page as soon as an update becomes available. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>10:43</var> EDT</small><br><strong>Update</strong> - Our engineering team is continuing to investigate elevated error rates on card transactions due to an outage with Fiserv/First Data, our 3rd Party Payment Processor. Your Upserve Point of Sale may still be in Offline Mode for this reason. We are continuing to work with Fiserv/First Data to resolve this outage. We will update this page as soon as an update becomes available. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>07:53</var> EDT</small><br><strong>Update</strong> - Our engineering team is continuing to investigate higher than normal decline rates on credit card transactions due to a 3rd Party Payment Processing issue. Your Upserve Point of Sale may still be in Offline Mode for this reason. We are continuing to work with our 3rd Party Payment Partner to resolve this outage. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>20:47</var> EDT</small><br><strong>Update</strong> - Our engineering team is continuing to investigate higher than normal decline rates on credit card transactions due to a 3rd Party Payment Processing issue. Your Upserve Point of Sale may be in Offline Mode for this reason. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: http://bit.ly/bcomode.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>20:46</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>20:45</var> EDT</small><br><strong>Update</strong> - Our engineering team is continuing to investigate higher than normal decline rates on credit card transactions due to a 3rd Party Payment Processing issue. Your Upserve Point of Sale may be in Offline Mode for this reason. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: http://bit.ly/bcomode.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>19:40</var> EDT</small><br><strong>Identified</strong> - Our engineering team has detected possible payment delays due to our 3rd party processing partner. Your Upserve POS may be in offline mode.<br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: http://bit.ly/bcomode.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>18:54</var> EDT</small><br><strong>Investigating</strong> - Our engineering team continues to investigate connectivity issues and your Upserve Point of Sale may be in offline mode.<br /><br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/112544542022-09-25T01:33:52-04:002022-09-25T01:33:52-04:00Offline Mode 9/24<p><small>Sep <var data-var='date'>25</var>, <var data-var='time'>01:33</var> EDT</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Sep <var data-var='date'>25</var>, <var data-var='time'>00:55</var> EDT</small><br><strong>Monitoring</strong> - Our engineering team has mitigated an issue causing some merchants to operate in offline mode.<br /><br />We have observed some merchants return to normal operations that had previously been operating in offline mode.<br /><br />We will continue to monitor this issue before resolving.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Sep <var data-var='date'>25</var>, <var data-var='time'>00:25</var> EDT</small><br><strong>Update</strong> - Update: Our engineering team continues to investigate connectivity issues and your Upserve Point of Sale may be in offline mode. Offline Mode allows you to continue operating and collecting credit card payments. <br /><br />Please review our help articles for operating in Offline Mode:<br />https://help.upserve.com/s/article/Offline-Mode-Overview <br />https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside<br />https://help.upserve.com/s/article/Coming-Back-Online-Syncing-Troubleshooting-and-Errors</p><p><small>Sep <var data-var='date'>24</var>, <var data-var='time'>23:52</var> EDT</small><br><strong>Investigating</strong> - Our engineering team continues to investigate connectivity issues and your Upserve Point of Sale may be in offline mode.<br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/109655582022-08-26T21:51:47-04:002022-08-26T21:51:47-04:008/26/2022 Offline Mode<p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>21:51</var> EDT</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com</p><p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>20:41</var> EDT</small><br><strong>Monitoring</strong> - Our engineering team has mitigated an issue causing some merchants to operate in offline mode.<br /><br />We have observed most merchants return to normal operations that had previously been operating in offline mode.<br /><br />We will continue to monitor this issue before resolving.<br /><br />If you have any questions, please contact our support team via chat in-app or at help dot upserve dot com.</p><p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>19:57</var> EDT</small><br><strong>Identified</strong> - Our engineering team is currently mitigating connectivity issues causing some Upserve Point of Sale devices to be in offline mode.<br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/109185652022-08-25T08:54:45-04:002022-08-25T08:54:45-04:00Offline Mode<p><small>Aug <var data-var='date'>25</var>, <var data-var='time'>08:54</var> EDT</small><br><strong>Resolved</strong> - We have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com 24/7. Thank you.</p><p><small>Aug <var data-var='date'>25</var>, <var data-var='time'>08:42</var> EDT</small><br><strong>Investigating</strong> - Our engineering team continues to investigate connectivity issues and your Upserve Point of Sale may be in offline mode.<br /><br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/107013732022-08-01T13:14:34-04:002022-08-01T13:14:34-04:00Support Chat Option Unavailable - 7/28<p><small>Aug <var data-var='date'> 1</var>, <var data-var='time'>13:14</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>28</var>, <var data-var='time'>14:30</var> EDT</small><br><strong>Monitoring</strong> - We have been observing customers successfully contacting our support team via chat. We'll continue to monitor the improvement in the support chat service. <br /><br />Our support team remains available via phone at (855) 664-3887. The Upserve platform infrastructure remains 100% functional.</p><p><small>Jul <var data-var='date'>28</var>, <var data-var='time'>12:51</var> EDT</small><br><strong>Update</strong> - We continue to triage with our 3rd party chat provider to resolve an incident affecting our chat support functionality. Customers contacting Upserve support via chat will not be able to reach support at this time. <br /><br />Our support team remains available via phone at (855) 664-3887. The Upserve platform infrastructure remains 100% functional.</p><p><small>Jul <var data-var='date'>28</var>, <var data-var='time'>12:50</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Jul <var data-var='date'>28</var>, <var data-var='time'>12:46</var> EDT</small><br><strong>Update</strong> - We continue to triage with our 3rd party chat provider to resolve an incident affecting our chat support functionality. Customers contacting Upserve support via chat will not be able to reach support at this time. <br /><br />Our support team remains available via phone at (855) 664-3887. The Upserve platform infrastructure remains 100% functional.</p><p><small>Jul <var data-var='date'>27</var>, <var data-var='time'>16:27</var> EDT</small><br><strong>Update</strong> - We are continuing to triage with our 3rd party chat provider to resolve an incident affecting our chat support functionality. Customers contacting Upserve support via chat may not be able to reach a support agent at this time. <br /><br />Our support team remains available via phone at (855) 664-3887. The Upserve platform infrastructure remains 100% functional.</p><p><small>Jul <var data-var='date'>27</var>, <var data-var='time'>10:56</var> EDT</small><br><strong>Identified</strong> - Our 3rd party chat provider, is experiencing an incident with their chat service. Customers contacting Upserve support via chat may not be able to reach a support agent. <br /><br />Our support team remains available via phone at (855) 664-3887. Upserve platform infrastructure remains 100% functional.</p><p><small>Jul <var data-var='date'>27</var>, <var data-var='time'>10:13</var> EDT</small><br><strong>Investigating</strong> - Upserve’s technical operations team is actively investigating reports of chat-based support experiencing connectivity issues. <br /><br />Our support team remains available via phone at (855) 664-3887. The Upserve platform infrastructure remains 100% functional.</p>tag:status.upserve.com,2005:Incident/102233282022-06-11T10:08:30-04:002022-06-11T10:08:30-04:00Email Notifications Not Sending<p><small>Jun <var data-var='date'>11</var>, <var data-var='time'>10:08</var> EDT</small><br><strong>Resolved</strong> - Since our last update, we have observed email notifications for Daily Digest and Summary, Workforce, and Online Gift Card Purchases being sent successfully from our 3rd Party Email Notification Provider. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Jun <var data-var='date'>10</var>, <var data-var='time'>18:15</var> EDT</small><br><strong>Identified</strong> - Our engineering team has identified an issue with our 3rd Party Email Notification Provider. This affects emails generated from the Daily Digest and Summary, Workforce, and Online Gift Card Purchases.<br /><br />The team has implemented a workaround for U-Series Online Ordering so that merchant and customer-facing order emails are delivered.<br /><br />Upserve Point of Sale and Payment Processing platform remain 100% operational at this time.</p><p><small>Jun <var data-var='date'>10</var>, <var data-var='time'>14:55</var> EDT</small><br><strong>Investigating</strong> - Our engineering team is actively investigating an issue with our 3rd Party Email Notification Provider. This affects emails generated from the Upserve Online Ordering Platform, Daily Digest and Summary, Workforce, and Online Gift Card Purchases. <br /><br />Upserve Point of Sale and Payment Processing platform remain 100% operational at this time.</p>tag:status.upserve.com,2005:Incident/101447132022-06-03T22:13:33-04:002022-06-03T22:13:33-04:00UPOS Offline Mode - 6/3<p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>22:13</var> EDT</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>21:44</var> EDT</small><br><strong>Identified</strong> - Our engineering team has identified an issue causing some merchants to operate in Offline Mode. Resolution work is now underway.<br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p><p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>21:12</var> EDT</small><br><strong>Investigating</strong> - Our engineering team is investigating connectivity issues and your Upserve Point of Sale may be in Offline Mode. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside</p>tag:status.upserve.com,2005:Incident/101351782022-06-02T18:47:22-04:002022-06-02T18:47:22-04:00Support Chat Option Unavailable - 6/2<p><small>Jun <var data-var='date'> 2</var>, <var data-var='time'>18:47</var> EDT</small><br><strong>Resolved</strong> - Our 3rd party chat provider has resolved an incident with their chat service. Customers contacting Upserve support via chat will now able to reach a support agent in-app or on help.upserve.com. Upserve platform infrastructure is and remains 100% functional.</p><p><small>Jun <var data-var='date'> 2</var>, <var data-var='time'>17:00</var> EDT</small><br><strong>Investigating</strong> - Upserve’s technical operations team is actively investigating reports of chat-based support experiencing connectivity issues. <br /><br />Our support team remains available via phone at (855) 664-3887. Upserve platform infrastructure and remains 100% functional.</p>tag:status.upserve.com,2005:Incident/101058112022-05-30T10:21:41-04:002022-05-30T10:21:41-04:00Offline Mode - 5/30<p><small>May <var data-var='date'>30</var>, <var data-var='time'>10:21</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>May <var data-var='date'>30</var>, <var data-var='time'>08:14</var> EDT</small><br><strong>Investigating</strong> - Our engineering team is investigating connectivity issues and your Upserve Point of Sale may be in Offline Mode. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside and https://help.upserve.com/s/article/Offline-Mode-Overview.</p>tag:status.upserve.com,2005:Incident/98431702022-04-24T01:35:55-04:002022-04-24T01:35:55-04:00Offline Mode - 4/24<p><small>Apr <var data-var='date'>24</var>, <var data-var='time'>01:35</var> EDT</small><br><strong>Resolved</strong> - Since our last update, we have observed merchants that had previously been operating in offline mode have returned to normal operation, and this connectivity incident is resolved. <br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Apr <var data-var='date'>24</var>, <var data-var='time'>01:02</var> EDT</small><br><strong>Monitoring</strong> - Our engineering team has mitigated an issue causing some merchants to operate in offline mode.<br /><br />We have observed merchants return to normal operations that had previously been operating in offline mode.<br /><br />We will continue to monitor this issue before resolving.<br /><br />If you have any questions, please contact our support team via chat in-app or at help.upserve.com.</p><p><small>Apr <var data-var='date'>24</var>, <var data-var='time'>00:25</var> EDT</small><br><strong>Investigating</strong> - Our engineering team is investigating connectivity issues and your Upserve Point of Sale may be in Offline Mode. <br /><br />Offline Mode allows you to continue operating and collecting credit card payments. More on offline mode here: https://help.upserve.com/s/article/Offline-Mode-Overview and https://help.upserve.com/s/article/Internet-Connectivity-Issues-Android-Tableside.</p>