Mandate statuses are sometimes incorrect

[hobailey]

Background

• In some cases, you may find that the mandate Status (for direct debit payments) is not correctly transitioning (from SUBMITTED to ACTIVE or from ACTIVE to FAILED)
• The mandate Status may therefore stay SUBMITTED even after subsequent events have happened (it has become active or failed)
• This problem does not impact your ability to make payments with these mandates - since a direct debit payment can be done when the mandate has the Status ACTIVE or SUBMITTED - however your payment may fail with "PSP Technical error" (ResultCode: 009199) which will most likely mean that the mandate is actually failed even though it's still shown as SUBMITTED

Environments

• The problem is only present in the production environment. Due to way mandates can be tested in sandbox, the same problem is there not reproducible in this environment

Status

• The problem has been identified on our side although its cause is not entirely yet know. We have a few different lines of investigation and are working hard to resolve this
• We hope to be able to correct the issue at the beginning of October

We're very sorry for the inconvenience that this may cause in the meantime.

[hobailey]

We put into production a couple of weeks some changes which help us identify the root cause of the problem - we now have the information we need and are working on a fix to release asap :-)

[hobailey]

I'm happy to say that this problem is now resolved :-)