Banking Partner Outage: Continued Issues on ACH Returns + RDC Chargebacks
Update - We are continuing to monitor our banking partner's technology fixes.

We have updated the title of this incident to reflect the fact that we have also seen delays in RDC chargebacks. As clarification we are not seeing ongoing issues with either at this point.

We are continuing to follow up on customer requests around missing ACH returns not already provided by our partner.
Sep 21, 2022 - 16:54 PDT
Update - Our banking partner has identified technical issues which they believe may have lead to the SFTP connectivity issues (and this outage).

They are currently escalating reconciliation of this issue on their end.
Sep 20, 2022 - 11:05 PDT
Update - We believe that automation issues with ACH Returns have been resolved with our partner bank.

We are still following up on network connectivity problems.
Sep 19, 2022 - 17:59 PDT
Update - It appears that ACH returns are now being successfully automated by our banking partner.

We will continue to monitor for status improvements on the SFTP + sample missing returns from customers.
Sep 19, 2022 - 08:54 PDT
Update - Synapse is continuing to see dropped ACH Returns today. We are following up with our banking partner for recourse / to provide missing data.
Sep 16, 2022 - 15:01 PDT
Update - Our banking partner is actively looking into sample non-provided returns to identify issues.

They are also working through SFTP connectivity issues. We will continue to update this incident as we get updates.
Sep 16, 2022 - 08:48 PDT
Update - We have received missing ACH returns data for today.

We will continue to pursue missing data from the previous incident and are still following up on root issue resolution.
Sep 15, 2022 - 20:55 PDT
Update - We've received an update from our partner who is working on providing all missing data. We are expecting that data within the next few hours.

When data is successfully impacted we will send a new update and maintain Monitoring status until the previously mentioned SFTP issues are resolved.
Sep 15, 2022 - 16:31 PDT
Identified - We have observed that not all missing transaction data has been provided from the previous incident (based on customer outreach).

We have also observed a decline in the number of files posted daily as well as missing files this morning.

We believe this continued issue is related to an unresolved problem with SFTP connectivity which has yet to be closed.

We will keep this incident open until the SFTP issue which we believe to be underpinning these problems is fully resolved.
Sep 15, 2022 - 11:22 PDT
[Bank Logins] Chase Outage
Identified - Users are currently unable to link new Chase nodes or sync existing nodes through account aggregation. We're working with our partners to determine the best resolution.
May 17, 2022 - 15:22 PDT

About This Site

We continuously monitor the status of all Synapse services. If there are any interruptions in a service, a note will be posted here.

Uptime over the past 90 days. View historical uptime.
CORE APIs ? Operational
[UAT] CORE APIs ? Operational
Developer Dashboard ? Operational
Newton APIs Operational
Physical ID Verification API Operational
Video Auth API ? Operational
Sherlock APIs Operational
Screenings API Operational
Identity Verification API Operational
Bank Login APIs ? Major Outage
Ally Operational
Bank of America Operational
Bank of the West Operational
BB&T Bank Operational
Capital One 360 Operational
Charles Schwab Operational
Chase Major Outage
Chime Operational
Citibank Operational
Citizens Bank Operational
Fidelity Operational
Fifth Third Operational
First Tennessee Operational
HSBC Operational
M&T Bank Operational
Navy Federal Credit Union (NFCU) Operational
NC State Employees' Credit Union Operational
PNC Operational
Regions Operational
Santander Operational
Silicon Valley Bank Operational
Simple Operational
SunTrust Operational
TD Bank Operational
TD Business Operational
Union Bank Operational
US Bank Operational
USAA Operational
Wells Fargo Operational
Bank Login APIs (Sync) Major Outage
Ally Operational
Bank of America Operational
Bank of the West Operational
BB&T Bank Operational
Charles Schwab Operational
Chase Major Outage
Chime Operational
Citibank Operational
Citizens Bank Operational
Fidelity Operational
Fifth Third Operational
First Tennessee Operational
HSBC Operational
M&T Bank Operational
Navy Federal Credit Union Operational
NC State Employees' Credit Union Operational
PNC Operational
Regions Operational
Santander Operational
Silicon Valley Bank Operational
SunTrust Operational
TD Bank Operational
TD Business Operational
Union Bank Operational
US Bank Operational
USAA Operational
Wells Fargo Operational
Banking Service Providers Degraded Performance
90 days ago
78.83 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

System Metrics Month Week Day
CORE API Uptime
Fetching
UAT CORE API Uptime
Fetching
Bank Logins Uptime
Fetching
Dashboard
Fetching
Past Incidents
Sep 25, 2022

No incidents reported today.

Sep 24, 2022

No incidents reported.

Sep 23, 2022

No incidents reported.

Sep 22, 2022

No incidents reported.

Sep 21, 2022
[Card Issuance] PIN Encryption Upgrade
Completed - The scheduled maintenance has been completed.
Sep 21, 08:30 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 21, 06:30 PDT
Scheduled - On Wednesday 9/21 we will update our configuration with Mastercard to use the latest recommended method for rotating our "PIN Encryption Keys". These keys are used to encrypt the PIN in every transaction, and these keys are rotated every few hours.

We do not expect this to impact transaction processing. Mastercard postponed the upgrade previously scheduled for 9/20.
Sep 20, 11:00 PDT
Sep 20, 2022
[Card Issuance] PIN Encryption Upgrade
Completed - The scheduled maintenance has been completed.
Sep 20, 06:32 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 20, 04:30 PDT
Scheduled - On Tuesday 9/20 we will update our configuration with Mastercard to use the latest recommended method for rotating our "PIN Encryption Keys". These keys are used to encrypt the PIN in every transaction, and these keys are rotated every few hours.

We do not expect this to impact transaction processing.
Sep 19, 15:39 PDT
Sep 19, 2022
Sep 18, 2022

No incidents reported.

Sep 17, 2022

No incidents reported.

Sep 16, 2022
Sep 15, 2022
Sep 14, 2022

No incidents reported.

Sep 13, 2022
[Banking] Partner Bank Outage: ACH Returns + RDC Chargebacks
Resolved - The issue appears to be resolved in production with all files successfully received today.

We are still following up on RCA; outage resolved.
Sep 13, 19:43 PDT
Monitoring - All missing data has successfully been impacted to our ledger. We are observing to verify that this issue has been resolved for today and are still following up on root cause from our provider.
Sep 13, 09:31 PDT
Update - We have now received missing ACH Return data and have started impacting that information. It may take a few hours to complete import.

We will update next when all data has been successfully processed and will seek root cause (RCA) with our provider after.
Sep 13, 07:35 PDT
Update - Synapse has received gap data for RDC Chargebacks and has begun processing that data. We are currently waiting for missing ACH Returns data to be provided for processing.
Sep 13, 07:08 PDT
Identified - We are currently observing an outage at our partner bank. We have not been provided ACH Returns over the weekend / today and are also missing RDC Chargebacks. We believe these outages are continuations of another recent issue which has not been successfully resolved by our partner.

We have communicated this issue to the relevant banking partner and are expecting exports for missing transaction data within the next few hours. Updates will be progressively posted as we receive them.
Sep 12, 15:59 PDT
Sep 12, 2022
Degraded Subnet Services
Resolved - This incident has been resolved.
Sep 12, 10:54 PDT
Monitoring - A fix has been implemented and we are monitoring the results.
Sep 12, 10:49 PDT
Investigating - We are seeing degraded services within our Production APIs on subnet creation API's. Our team is currently investigating the scope and impact.
Sep 12, 10:13 PDT
Sep 11, 2022

No incidents reported.

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