We have seen a resolution to the earlier issues. If you are still experiencing problems, please contact us through the support email address.
Posted Jan 13, 2025 - 17:18 GMT
Update
The monitoring period will be extended until Monday 13 January so that we can be fully confident that the incident has been resolved.
Posted Jan 10, 2025 - 17:10 GMT
Monitoring
We have now identified the root cause: there was a minor update performed by Worldpay's firewall provider, which has caused an issue on a very small number of transactions. This has been rolled back overnight and as a result we have not seen further occurrences today. Our team will continue to monitor this for the next 24 hours, before we close the incident.
Posted Jan 09, 2025 - 17:07 GMT
Investigating
Since 19 December 2024 we have noticed intermittent connection issues for the requests we make to Worldpay. It is occurring for approximately 0.01% of the connection requests we make.
After some further investigation this has shown to affect a very small number of paying users across some Worldpay services. In a one week period, we estimate around 100 payments at random, out of our ~500,000 volume, may fail and require the user to re-try.
Given this low rate, most services have not been affected. We continue to investigate the root cause as a priority and are working with Worldpay. We will provide daily updates and if you need further information please contact govuk-pay-support@digital.cabinet-office.gov.uk.
Posted Jan 08, 2025 - 14:44 GMT
This incident affected: Public API, Payment pages, and Worldpay.