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Known Issues

Incorrect Invoicing Status Displayed in UI
| EPS-41938

Description: In some instances, an issue in the post-payment invoice update process prevents the invoice status from being committed to the database following successful payment authorization and processing. As a result, invoices remain in a Sent status instead of updating to Paid/Completed within the Invoicing UI.
Audience: Some merchants in CEMEA.
Technical Details: This issue occurs during post-payment invoice status persistence. Under specific conditions, a database deadlock can cause the invoice status update transaction to be rolled back, preventing the updated status from being committed.
Workaround: No known workaround.

Description: Receipt emails generated for Invoicing and Pay By Link transactions may occasionally display an incorrect merchant phone number. As a result, customers may be presented with inaccurate merchant contact information on receipt communications.
Audience: Some invoicing and Pay By Link merchants.
Technical Details: While payment pages display the merchant's intended customer contact information, receipt emails may display an incorrect merchant phone number due to the use of an unintended merchant contact record during receipt generation.
Workaround: Until a permanent fix is available, merchants can update the phone number associated with their Business Contact to match the customer-facing phone number configured in their merchant profile. This will help ensure consistent contact information is displayed in receipt emails.

Description: In certain cases, transactions that successfully complete a void operation after an initial timeout may not be accurately reflected in the transaction status. This issue may cause refund actions to be unavailable in the Transaction Details page, preventing merchants from initiating a refund through the user interface.
Audience: Some merchants and cardholders attempting void requests.
Technical Details: A transaction status synchronization issue may occur when a void request encounters a communication timeout during processing. As a result, the transaction record may not be updated to reflect its final state in some cases, even when the void is completed successfully.
Workaround: If refund options are unavailable for the affected transaction, merchants can issue a standalone credit to return funds to the customer.

Description: Some merchants may experience intermittent failures when setting up recurring billing if a payment method is associated with a legacy Instrument Identifier that was created while nullable Instrument Identifiers were allowed in the TMS (Token Management Service) vault. These failures may occur when the legacy Instrument Identifier does not contain the card details required by the current vault configuration.
Audience: Merchants with legacy Instrument Identifiers created while nullable Instrument Identifiers were allowed in TMS.
Technical Details: None.
Workaround: No known workaround.

Description: Merchants can configure Invoicing to send payment receipts to an alternative email address. However, payment receipts are currently sent to the business contact associated with the merchant account, even when an alternative recipient email is configured.
Audience: Merchants using Invoicing who have configured payment receipts to be sent to an alternative email address.
Technical Details: None.
Workaround: No known workaround.