Update April 6, 2018 - We have been able to work with our 3rd party email vendor to restore almost all email delivery volume. If you are still unable to send/receive emails from the PayTrace system, please contact our support group at email@example.com or by calling 888-806-6545. We will be closely monitoring the situation over the next few days to ensure email deliveries are successful.
We have identified a bottleneck with a 3rd party vendor who we partner with to deliver PayTrace system generated emails. This bottleneck is disrupting the ability for us to reliably deliver emails from our system. These emails include batch reports, custom reports, receipts and invoices.
We understand how challenging and disruptive an issue like this is for our clients. We are diligently working on a resolution that includes migrating away from this 3rd party vendor, and onto more scalable and reliable platform to restore email service. We anticipate this issue will be present for the next few days as we finalize a strategy and migration plan to execute on.
Merchants are still able to access their batch reports, custom reports, receipts and invoices through our website. You are still able to attempt to email them from the UI. The UI will tell you that your email was sent. However due to this issue the email will not be delivered to the desired recipient(s). We know many merchants rely on things such as batch reports or custom reports on a daily basis, and this negatively impacts their workflow. As a workaround, you are still able to get access to this information by logging into the PayTrace website.
Please contact our support team @ 1-888-806-6545 or by email @ support@PayTrace.com if you would like assistance in finding these reports/receipts.
Our goal is to provide updates on status every 24 hours as we get closer to a resolution. We thank you for your patience.