08.03.22

[7:30PM EST]

RESOLVED: ePort Performance Issues

The incident stemming from our ePort network system maintenance has been resolved for a vast majority of customers. Our team continues to observe most system processing operating at normal performance levels, and continues to address any lingering issues with reports in Seed. 

If you have any questions or continue to experience issues related to this incident, please contact our Customer Service team at customerservice@cantaloupe.com or +1 888.561.4748.


08.01.22

[5:30PM EST]

Improvements to ePort Performance Issues

REPORTING IMPACTS

We continue to see a majority of ePort devices processing DEX files at normal levels and at regular frequencies. 

Throughout the weekend of July 30th, we observed significant improvements on sales and DEX file reporting inside of Seed Live, Seed Pro/Office, and Seed Cashless+. However, we are still experiencing delays within Seed Live on the Sales Roll-Up Report displaying historical sales data. Our team has implemented a fix that has resulted in observed improvements to this report, and will continue to monitor. 

TRANSACTION AND SETTLEMENT IMPACTS

Settlements of sales transactions are back to normal levels. 

EFT PAYMENTS

Our team processed EFT payments on Friday, July 22nd, which most customers saw displayed in their bank accounts by Monday, July 25th, 2022. Due to the delay in transaction settlements between July 17th-21st, we estimated the unsettled transactions amount as of July 22nd and included this estimate in with Friday July 22nd’s deposits. Customers would have seen an “Adjustment” on their Payment Details report reflecting that estimated amount. 

However, as transaction settlements caught up over the weekend of July 23rd-July 24th, we subsequently reversed the estimate for settlements. This is because most customers experienced an overpayment or a higher estimate than their average weekly deposits. This reversal was reflected as an “Adjustment” on customer accounts. It is important to note the combined impact of the Adjustment and its subsequent reversal was zero. Customers with the following settlement dates will see these transactions, as follows:  

  • Customers who receive weekly deposits on Fridays saw an “Adjustment” on their Payment Details Report for the estimated unsettled transactions on July 22nd. These customers will see the reversal of the “Adjustment” on their EFT payment processed Friday, July 29th (displaying by Monday, August 1st). As previously mentioned, the combination of the adjustment and subsequent reversal net to zero.
  • Customers who receive weekly deposits on Tuesday, Wednesday, or Thursday saw two “Adjustments” listed on their Payment Details report last week, which included the estimated amount originally processed on Friday, July 22nd, and the amount of the reversal processed on Tuesday, July 26th, 2022. These adjustments net to zero and had no impact on EFT payments.
  • Customers who receive daily deposits may have seen a higher EFT deposit on Monday, July 25th. Subsequently, they would have likely seen a lower-than-normal amount on their EFT daily deposits last week as the “Adjustment” reversal amount netted out. They will be able to find the “Adjustment” and subsequent reversal amount in the Payment Details report, and as noted the adjustments net to zero.

08.01.22

[9:00AM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

REPORTING IMPACTS

We continue to see a majority of ePort devices processing DEX files at normal levels and at regular frequencies. 

Throughout the weekend of July 30th, we observed significant improvements on sales and DEX file reporting inside of Seed Live, Seed Pro/Office, and Seed Cashless+. However, we are still experiencing delays within Seed Live on the Sales Roll-Up Report displaying historical sales data. Our team is currently working to resolve all remaining reporting issues as quickly as possible. 

TRANSACTION AND SETTLEMENT IMPACTS

Settlements of sales transactions are back to normal levels. 

EFT PAYMENTS

Our team processed EFT payments on Friday, July 22nd, which most customers saw displayed in their bank accounts by Monday, July 25th, 2022. Due to the delay in transaction settlements between July 17th-21st, we estimated the unsettled transactions amount as of July 22nd and included this estimate in with Friday July 22nd’s deposits. Customers would have seen an “Adjustment” on their Payment Details report reflecting that estimated amount. 

However, as transaction settlements caught up over the weekend of July 23rd-July 24th, we subsequently reversed the estimate for settlements. This is because most customers experienced an overpayment or a higher estimate than their average weekly deposits. This reversal was reflected as an “Adjustment” on customer accounts. It is important to note the combined impact of the Adjustment and its subsequent reversal was zero. Customers with the following settlement dates will see these transactions, as follows:  

  • Customers who receive weekly deposits on Fridays saw an “Adjustment” on their Payment Details Report for the estimated unsettled transactions on July 22nd. These customers will see the reversal of the “Adjustment” on their EFT payment processed Friday, July 29th (displaying by Monday, August 1st). As previously mentioned, the combination of the adjustment and subsequent reversal net to zero.
  • Customers who receive weekly deposits on Tuesday, Wednesday, or Thursday saw two “Adjustments” listed on their Payment Details report last week, which included the estimated amount originally processed on Friday, July 22nd, and the amount of the reversal processed on Tuesday, July 26th, 2022. These adjustments net to zero and had no impact on EFT payments.
  • Customers who receive daily deposits may have seen a higher EFT deposit on Monday, July 25th. Subsequently, they would have likely seen a lower-than-normal amount on their EFT daily deposits last week as the “Adjustment” reversal amount netted out. They will be able to find the “Adjustment” and subsequent reversal amount in the Payment Details report, and as noted the adjustments net to zero.

07.29.22

[2:30PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

EFT PAYMENTS

Our team was able to successfully process EFT payments on Friday, July 22nd, which most customers see displayed in their bank accounts by Monday, July 25th, 2022. Due to the delay in transaction settlements, we estimated the unsettled transactions amount as of July 22nd and included this estimate in with Friday July 22nd’s deposits. Customers should see an “Adjustment” on their Payment Details report, reflecting this estimated amount.

As transaction settlements caught up over this past weekend, we have subsequently reversed the estimate for settlements.  This reversal will as be reflected as an “Adjustment” on customer accounts and will be included in  their next EFT payment. It is important to note the net impact of the Adjustment and its subsequent reversal will net to zero. 

  • Customers who receive daily deposits may have seen a higher EFT deposit on Monday July 25th.  If so, they will see a lower-than-normal amount on their EFT daily deposits this week as the “Adjustment” reversal amount is netted out. They will be able to find the “Adjustment” and subsequent reversal amount in the Payment Details report.
  • Customers who receive weekly deposits on Tuesday, Wednesday, or Thursday, should expect to see two “Adjustments” listed on their Payment Details report, that will include the estimated amount originally processed on Friday, July 22nd, and the amount of the reversal processed on Tuesday, July 26th, 2022.  These adjustments net to zero and will have no impact on your EFT payments
  • Customers who receive weekly deposits on Fridays would typically see their EFT payment display in their bank account by Monday, July 25th. As stated above, these customers saw an “Adjustment” on their Payment Details for the estimated unsettled transactions. These customers can expect to see the reversal of the “Adjustment” on their next EFT payment, which we process on Friday, July 29th — usually displaying in most customers bank accounts by the following Monday. As previously mentioned, the combination of the adjustment and subsequent reversal net to zero.

07.29.22

[9:30AM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.28.22

[7:30PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.28.22

[1:30PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.28.22

[9:30AM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.27.22

[4:30PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.27.22

[9:30AM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.26.22

[6:30PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

TRANSACTION AND SETTLEMENT IMPACTS

Settlements of sales transactions has improved to nearly normal levels, with a small number of devices showing a minor delay (average of 3 – 4 hours).

EFT PAYMENTS

Our team was able to successfully process EFT payments on Friday, July 22nd, which most customers see displayed in their bank accounts by Monday, July 25th, 2022. Due to the delay in transaction settlements, we estimated the unsettled transactions amount as of July 22nd and included this estimate in with Friday July 22nd’s deposits. Customers should see an “Adjustment” on their Payment Details report, reflecting this estimated amount. As transaction settlements caught up over this past weekend, we have subsequently reversed the estimate for settlements.  This reversal will as be reflected as an “Adjustment” on customer accounts and will be included in  their next EFT payment. It is important to note the net impact of the Adjustment and its subsequent reversal will net to zero. 

  • Customers who receive daily deposits may have seen a higher EFT deposit on Monday July 25th.  If so, they will see a lower-than-normal amount on their EFT daily deposits this week as the “Adjustment” reversal amount is netted out. They will be able to find the “Adjustment” and subsequent reversal amount in the Payment Details report.
  • Customers who receive weekly deposits on Tuesday, Wednesday, or Thursday, should expect to see two “Adjustments” listed on their Payment Details report, that will include the estimated amount originally processed on Friday, July 22nd, and the amount of the reversal processed on Tuesday, July 26th, 2022.  These adjustments net to zero and will have no impact on your EFT payments
  • Customers who receive weekly deposits on Fridays would typically see their EFT payment display in their bank account by Monday, July 25th. As stated above, these customers saw an “Adjustment” on their Payment Details for the estimated unsettled transactions. These customers can expect to see the reversal of the “Adjustment” on their next EFT payment, which we process on Friday, July 29th — usually displaying in most customers bank accounts by the following Monday. As previously mentioned, the combination of the adjustment and subsequent reversal net to zero.

EPORT PULSE DEVICES

The fix we applied to ePort Pulse devices has enabled them to connect back into the network and process transactions. While some minor issues are still occurring, the majority of these devices are back online. Our team continues to work to resolve the remaining devices.

MDB EPORT DEVICES

The fix we applied to MBD ePort devices has enabled a majority of these devices to reestablish connection back into the network. There are a small number of devices remaining that our team is working to bring back online.

DEX FILE IMPACTS

We continue to see a majority of ePort devices processing DEX files at normal levels. Some customers may experience a minor delay (up to 12 hours) on a small number of devices.

SALES REPORTING

Our team has observed significant improvements on sales and DEX file reporting inside of Seed Live, Seed Pro/Office, and Seed Cashless+. However, our team continues to experience issues with some reports not displaying historical data, specifically the Sales Roll-Up Report. Our team is working to resolve this issue.

07.26.22

[5:30PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.26.22

[9:00AM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.25.22

[4:00PM EST]

Improvements to ePort Performance Issues

Our team continues to observe most system processing return to normal performance, with just a few remaining issues affecting a small number of Cantaloupe customers.

07.25.22

[12:30PM EST]

Improvements to ePort Performance Issues

Over the weekend, our team observed most system processing return to normal performance with just a few remaining issues affecting a small number of Cantaloupe customers.

07.24.22

[9:00PM EST]

Improvements to ePort Performance Issues

EPORT PULSE DEVICES

  • The fix we applied to ePort Pulse devices has enabled them to connect back into the network and process transactions. While some minor issues are still occurring, the majority of these devices are back online. Our team continues to work to resolve the remaining devices.

MDB EPORT DEVICES

  • The fix we applied to MBD ePort devices has enabled a majority of these devices to reestablish connection back into the network. There are a small number of devices remaining that our team is working to bring back online.

DEX FILE IMPACTS

  • We continue to see a majority of ePort devices processing DEX files at normal levels. Some customers may experience a minor delay (up to 12 hours) on a small number of devices.

SALES REPORTING

  • Throughout the weekend we’ve seen significant improvements on sales and DEX file reporting inside of Seed Live, Seed Pro/Office, and Seed Cashless+. However, our team has identified some issues with the Sales Roll-Up Report and some other reports not displaying historical data. Our team is working to resolve this issue.

TRANSACTION AND SETTLEMENT IMPACTS

  • Settlements of sales transactions has improved to nearly normal levels, with a small set of devices showing a minor delay (average of 3 – 4 hours).
  • Because we’ve seen significant improvements on settlement times, consumers should expect normal updates on their credit card statements for “pre-authorization” or “pending” transactions.

EFT PAYMENTS

  • Our team was able to successfully process EFT payments on Friday, July 22nd. Please remember that while we process EFT payments on Fridays, customers will see it show up in their bank account based on their bank’s posting date and their scheduled weekly deposit date.

MORE CARD FUND DISPLAY IMPACTS

  • Consumers who are loading funds onto their MORE loyalty card at a kiosk should see these funds display in real-time. If you are still experiencing issues with MORE cards, please contact our Customer Service team at +1888.561.4748.

While the platform stabilizes, our team continues to monitor and work to resolve any additional issues.

07.22.22

[6:30PM EST]

ePort Performance Issues

We’re seeing significant improvement in the performance issues that have affected customers this week (detailed below). Our teams continue to monitor DEX file processing and settlements. We expect a resolution to most reporting issues by Sunday, July 24th as all components of the network synchronize and update.

07.22.22

[4:00PM EST]

ePort Performance Issues

ePORT PULSE DEVICES

  • The fix we applied to ePort Pulse devices has enabled them to connect back into the network and process transactions. While some minor issues are still occurring, the majority of these devices are back online.

DEX FILE IMPACTS 

  • As of this morning, the processing of DEX files has returned to almost normal levels, with a small number of devices still showing “offline.” Our team has identified a fix and is currently working to correct the issue on the remaining devices.

SALES REPORTING

  • While DEX data has returned to almost normal levels, sales data is still delayed in displaying inside of Seed Live, Seed Pro/Office, and Seed Cashless+. We expect resolution on sales reporting by Sunday, July 24th as all components of the network synchronize and update.
  • While we’ve observed improvements in the processing of settlements, they are currently behind by up to 24 hours.

TRANSACTION AND SETTLEMENT IMPACTS

  • Customers who receive daily deposits may have experienced a lower-than-normal amount for deposits starting from Monday, July 17th – Thursday, July 21st.  Therefore, they should expect to see an “Adjustment” in today’s (Friday’s) daily deposit — which can be found on the Payment Details report — that will include an estimation of the difference from last week’s Monday – Thursday daily deposits to this week’s amount. We will reconcile final deposit numbers when we process EFT payments on Friday, July 29th.
  • Customers who receive weekly deposits should expect to see an “Adjustment” in today’s daily deposit — which can be found on the Payment Details report — that will include an estimation of the difference in last week’s deposit to what we’ve received for this week. We will reconcile final deposit numbers for the Friday, July 29th EFT payment. Please remember that while we process EFT payments on Fridays, customers will see it show up in their bank account based on their bank’s posting date and their scheduled weekly deposit date.
  • While we’ve seen improvement in settlement times, consumers may be seeing “pre-authorizations” on their credit card that are listed as “pending” due to the minor delay in the posted final transaction amount. Also, consumers who are loading funds onto their MORE loyalty card at a kiosk may experience a delay in seeing those funds display in their account.

MORE CARD FUND DISPLAY IMPACTS

  • While we’ve seen improvement in settlement times, consumers who are loading funds onto their MORE loyalty card at a kiosk may experience a delay in seeing those funds display in their account.
  • Our team is working hard to restore network services back to normal performance.

07.21.22

[7:00PM EST]

ePort Performance Issues

ePORT PULSE DEVICES

The fix we applied to ePort Pulse devices has enabled them to connect back into the network and process transactions. While some minor issues are still occurring, the majority of these devices are back online.

DEX FILE IMPACTS 

As of this afternoon, DEX files have started to catch up to almost normal levels, with about only about 8% of the past day’s backlog remaining to be processed into the network.  We expect DEX file processing to return to normal within the next 6 – 12 hours, where the regular frequency of DEX processing should stabilize. 

SALES REPORTING

While DEX data is expected to return to normal levels, sales data is still delayed in displaying inside of Seed Live, Seed Pro/Office, and Seed Cashless+. We expect resolution on reporting by Sunday, July 24th, while the network continues to stabilize and update.

TRANSACTION AND SETTLEMENT IMPACTS

Settlements are currently behind by 36 hours. As a result, some customers may not have received their daily EFT payments or may have experienced a lower-than-normal deposit amount. This is due to the delay in settlements. EFT payments impacted are ones with deposits starting from Monday, July 17th – Thursday, July 21st.

Customers who receive weekly and daily deposits, may see a lower-than-normal deposit amount because of settlement delays. Therefore, our team plans to provide an “Adjustment” — which can be found on the Payment Details report — that will include an estimation of the difference in the Friday, July 15th deposit to what we’ve received for the Friday, July 22nd deposit. We will reconcile final deposit numbers for the Friday, July 29th EFT payment.

Consumers may continue to see “pre-authorizations” on their credit card that are still listed as “pending.” This is due to the delay in settlements that is subsequently delaying the posted final transaction amount.

MORE CARD FUND DISPLAY IMPACTS

Consumers who are loading funds onto their MORE loyalty card at a kiosk may not be seeing those funds display in their account. This is due to the settlement delays we are experiencing.

Our team is working hard to restore network services back to normal performance.

07.21.22

[1:00PM EST]

ePort Performance Issues

DEX FILE IMPACTS 

We have reported that DEX files are delayed in updating from ePort devices into Seed Pro/Office and Seed Cashless+. Customers may have experienced an increase in ePort devices displaying “offline” or “out of touch” within the Seed software platform.

Network monitoring shows that ePort devices are processing transactions and DEX files successfully into the network. However, they are delayed in displaying the sales data and DEX data within Seed Pro/Office and Seed Cashless+.

We are still experiencing intermittent issues for customers on ePort Pulse devices, where devices are attempting to reset and are struggling to connect to the network, showing “offline by vendor” or “network error.” Our team is working to fix the issue for ePort Pulse devices and is monitoring progress.

TRANSACTION AND SETTLEMENT IMPACTS

Settlements are currently behind by 36 hours. As a result, some customers may not have received their daily EFT payments or may have experienced a lower-than-normal deposit amount. This is due to the delay in settlements. EFT payments impacted are ones with deposits starting from Monday, July 17th – Thursday, July 21st.

For customers who receive weekly deposits on Fridays, our team is working hard to ensure that those deposits are processed normally. However, it is possible that customers will see a lower-than-normal deposit amount because of the settlement delays. It is also possible that some customers may experience the catch up of payments on their next week’s deposit.

Consumers may be seeing “pre-authorizations” on their credit card that are still listed as “pending.” This is due to the delay in settlements that is subsequently delaying the posted final transaction amount.

MORE CARD FUND DISPLAY IMPACTS

We have received reports that consumers who are loading funds onto their MORE loyalty card at a kiosk are not seeing those funds display in their account. Due to the settlement delays we are experiencing, there is a delay in consumers seeing those funds display on their MORE card.

Our team is working hard to restore network services back to normal performance.

07.20.22

[9:00PM EST]

ePort Performance Issues

Our teams continue to work non-stop on the degraded ePort performance issues identified in our previous updates (detailed below). We’ll continue to update customers via email and on this Status page with the latest information as we work towards resolution.

07.20.22

[5:00PM EST]

ePort Performance Issues

While a majority of ePort devices are able to authorize and process payment transactions, device issues are continuing to occur for some customers.

DEX FILE IMPACTS 

We have reported that DEX files are delayed in updating from ePort devices into Seed Pro/Office and Seed Cashless+. Customers may have experienced an increase in ePort devices displaying “offline” or “out of touch” within the Seed software platform over the last 24 hours.

As of this morning, these delays are continuing.  Network monitoring shows that ePort devices are processing transactions and DEX files successfully into the network. However, they are delayed in displaying the sales data and DEX data within Seed Pro/Office and Seed Cashless+.

TRANSACTION AND SETTLEMENT IMPACTS

Settlements are currently behind by 36 hours. As a result, some customers may have not have received their daily EFT payments or may have experienced a lower-than- normal deposit amount. This is due to the delay in settlements and improper displaying of the right day/time of the original transaction occurrence. EFT payments impacted thus far are ones with deposits starting from Monday, July 17th – Wednesday, July 19th. We are receiving reports that consumers are seeing “pre-authorizations” on their credit card that are still listed as “pending.” This is due to the delay in settlements that is subsequently delaying the posted final transaction amount.

We are still seeing that a majority of ePort devices are authorizing and processing payment transactions across the network. However, some intermittent issues are still occurring for customers using ePort Pulse devices, where devices are attempting to reset and are struggling to connect to the network, showing “offline by vendor” or “network error.” Our team believes they have identified the issue for ePort Pulse devices and are working to implement a fix.

We have received reports of an intermittent issue occurring for customers with ePort devices with MDB protocol (i.e. food and beverage vending machines), where the device will display a “network error” or “offline by vendor” message.

MORE CARD FUND DISPLAY IMPACTS

We are receiving reports that consumers who are loading funds onto their MORE loyalty card at a kiosk are not seeing those funds display in their account. Due to the settlement delays we are experiencing, there is a delay in consumers seeing those funds display on their MORE card.

Our team is working hard to restore network services back to normal performance.

07.20.22

[12:00PM EST]

ePort Performance Issues

While a majority of ePort devices are able to authorize and process payment transactions, device issues are continuing to occur for some customers.

DEX FILE IMPACTS 

We have reported that DEX files are delayed in updating from ePort devices into Seed Pro/Office and Seed Cashless+. Customers may have experienced an increase in ePort devices displaying “offline” or “out of touch” within the Seed software platform over the last 24 hours.

As of this morning, these delays are continuing.  Network monitoring shows that ePort devices are processing transactions and DEX files successfully into the network. However, they are delayed in displaying the sales data and DEX data within Seed Pro/Office and Seed Cashless+.

TRANSACTION AND SETTLEMENT IMPACTS

Settlements are currently behind by 36 hours. As a result, some customers may have not have received their daily EFT payments or may have experienced a lower-than- normal deposit amount. This is due to the delay in settlements and improper displaying of the right day/time of the original transaction occurrence. EFT payments impacted thus far are ones with deposits starting from Monday, July 17th – Wednesday, July 19th. We are receiving reports that consumers are seeing “pre-authorizations” on their credit card that are still listed as “pending.” This is due to the delay in settlements that is subsequently delaying the posted final transaction amount.

We are still seeing that a majority of ePort devices are authorizing and processing payment transactions across the network. However, some intermittent issues are still occurring for customers using ePort Pulse devices, where devices are attempting to reset and are struggling to connect to the network, showing “offline by vendor” or “network error.” Our team believes they have identified the issue for ePort Pulse devices and are working to implement a fix.

Our team is working hard to restore network services back to normal performance.

07.19.22

[2:30PM EST]

Intermittent ePort Performance Issues

While a majority of ePort devices are able to authorize and process payment transactions, intermittent device issues are continuing to occur for some customers.

UPDATE 7/19/2022: We continue to observe improving performance across the system. However, intermittent customer reports that some ePort devices display “network error” or “offline by vendor” as they attempt to reconnect to the network are being received. While the processing of DEX files has improved, the frequency in which they are syncing is below average levels. It’s recommended that a manual DEX be pushed next time the driver services the machine to ensure no inventory levels are off. 

Reporting of sales data is delayed and operators will see it in Seed Live, Seed Pro/Office, or their third-party software systems on a delayed basis as the network catches up.

Our team is working hard to restore network services back to normal performance.

07.18.22

[8:00PM EST]

Intermittent ePort Performance Issues

While a majority of ePort devices are able to authorize and process payment transactions, intermittent device issues are continuing to occur for some customers.

UPDATE 7/18/2022: This afternoon we observed continuously improving performance across the system. However, we are receiving intermittent customer reports that some ePort devices display “network error” or “offline by vendor” as they attempt to reconnect to the network.  All our teams are working very hard to resolve the remaining issues as quickly as possible. We’ve seen tremendous improvements on the processing of DEX files, where they are performing at nearly normal levels. It’s recommended that a manual DEX be pushed next time the driver services the machine to ensure no inventory levels are off.

Reporting of sales data is delayed and operators will see it in Seed Live, Seed Pro/Office, or their third-party software systems on a delayed basis as the network catches up.

Processing of DEX files is delayed, so during this time devices may still show as “offline” until the device reconnects to the network to process the file. This means that pre-kitting could be off if pick-lists are being generated prior to the latest DEX file being updated into the system. It’s recommended that a manual DEX be pushed next time the driver services the machine to ensure no inventory levels are off.

Our team is working hard to restore network services back to normal performance.

07.18.22

[2:00PM EST]

Intermittent ePort Performance Issues

While a majority of ePort devices are able to authorize and process payment transactions, intermittent device issues are continuing to occur for some customers.

We are receiving reports that some ePort devices are intermittently displaying “network error” or “offline by vendor” as they attempt to reconnect to the network. Our team is still working to resolve this issue as quickly as possible.

Reporting of sales data is delayed and operators will see it in Seed Live, Seed Pro/Office, or their third-party software systems on a delayed basis as the network catches up.

Processing of DEX files is delayed, so during this time devices may still show as “offline” until the device reconnects to the network to process the file. This means that pre-kitting could be off if pick-lists are being generated prior to the latest DEX file being updated into the system. It’s recommended that a manual DEX be pushed next time the driver services the machine to ensure no inventory levels are off.

Our team is working hard to restore network services back to normal performance.

07.17.22

[10:00PM EST]

Delay in DEX Files and Settlement of Transactions

While a majority of ePort devices are able to authorize and process payment transactions, some intermittent issues have occurred for consumers who are attempting to complete a purchase and experience “network error” displayed on the ePort device. Our team is still working to resolve this issue as quickly as possible.

Reporting of sales data is delayed and operators will see it in Seed Live, Seed Pro/Office, or their third-party software systems on a delayed basis as the network catches up.

Processing of DEX files is delayed, so during this time devices may still show as “offline” until the device reconnects to the network to process the file. This means that pre-kitting could be off if pick-lists are being generated prior to the latest DEX file being updated into the system. It’s recommended that a manual DEX be pushed next time the driver services the machine to ensure no inventory levels are off.

Our team is working hard to restore network services back to normal performance.

07.17.22

[12:00PM EST]

Delay in DEX Files and Settlement of Transactions

Per our customer notification, on Saturday, July 16th, starting at 9pm ET we conducted maintenance on our platform. While the maintenance is complete, some users may be experiencing a slower than normal load time for DEX files and transaction settlement from ePort devices reporting inside of Seed Live, Seed Pro/Office, and other software systems (i.e. showing offline). Devices should continue to process transactions normally, however you may notice a delay in reporting. Our team is working to resolve the issue as quickly as possible. Please check back here for updates and a resolution notice.

06.17.22

[10:00AM EST]

RESOLVED: Increased Declines for Customers on Chase

Chase, one of our payment processors, has resolved the known issue that was causing some customers to experience intermittent declines on transactions for American Express (AMEX) cardholders. Should you experience any additional issues, please reach out to our Customer Service Team at +1888.561.4748.

06.17.22

[10:00AM EST]

One of our payment processor partners, Chase, is currently experiencing intermittent issues successfully approving transactions for American Express (AMEX) cardholders. Therefore, some users may be experiencing an increase in declines. We are monitoring the situation and working closely with Chase towards a resolution. At this time, there is no need to send a technician out to service the device.

06.15.22

[2:30PM EST]

RESOLVED: Increased Declines for Customers on Chase

Chase, one of our payment processors, has resolved the known issue that was causing some customers to experience intermittent declines on transactions. Should you experience any additional issues, please reach out to our Customer Service Team at +1888.561.4748.

06.15.22

[12:50PM EST]

Increased Declines for Customers on Chase

One of our payment processor partners, Chase, is currently experiencing intermittent issues successfully approving transactions. Therefore, some users may be experiencing an increase in declines. We are monitoring the situation and working closely with Chase towards a resolution. At this time, there is no need to send a technician out to service the device.

06.10.22

[6:50PM EST]

RESOLVED: Increased Declines for Customers on Chase

Chase, one of our payment processors, has resolved the known issue that was causing some customers to experience intermittent declines on transactions. Should you experience any additional issues, please reach out to our Customer Service Team at +1888.561.4748.

06.10.22

[2:50PM EST]

Increased Declines for Customers on Chase

One of our payment processor partners, Chase, is currently experiencing intermittent issues successfully approving transactions. Therefore, some users may be experiencing an increase in declines. We are monitoring the situation and working closely with Chase towards a resolution. At this time, there is no need to send a technician out to service the device.