[SEV-4] Togetherpay - ProPay AMEX Soft Descriptor Issue
Incident Report for Togetherpay

On October 14, changes were implemented by American Express (AMEX) to adjust how Merchant Category Codes (MCCs) are mapped to Service Establishment (SE) groups.

AMEX merchant descriptor behavior is related to these groupings. The change resulted in invalid merchant descriptors being displayed for cardholders.

ProPay teams became aware of the issue on October 28 and implemented changes to correct the issue on November 4.

ProPay apologizes for any issues this caused merchants and cardholders. Teams worked with AMEX to ensure details of future changes are clearly communicated to prevent similar situations down the line.

Posted Nov 15, 2022 - 16:43 EST

ProPay finished their review of transactions processed over the weekend. Amex soft descriptors should be displaying properly to cardholders. This incident is resolved.
Posted Nov 07, 2022 - 16:21 EST
ProPay implemented a fix last Friday, 11/4. They planned to monitor transactions over the weekend to ensure proper soft descriptors were displayed. As soon ProPay provides another update we will let you know.
Posted Nov 07, 2022 - 12:33 EST
After some production testing today, ProPay identify an additional task that must be completed in order to fully correcting the Amex soft descriptor issue. ProPay's teams are working to complete the task. We will keep you informed as we learn more.
Posted Nov 03, 2022 - 17:18 EDT
ProPay's teams are still working on the identified solution and continuing their testing/validating. They expect the fix to be implemented by the end of the week. As we learn more, we will let you know.
Posted Nov 03, 2022 - 08:49 EDT
ProPay's teams continue their work to resolve the Amex soft descriptor situation. They expect it to take another day or two to implement the required changes.
Posted Nov 01, 2022 - 15:48 EDT
ProPay is aware of an issue where incorrect soft descriptors are being displayed to some AMEX cardholders. The cause of the issue was determined to be a recent change in AMEX industry groupings for Merchant Category Codes. ProPay's teams are working on a fix. We will keep you informed as we learn more.
Posted Oct 31, 2022 - 14:00 EDT
This incident affected: Togetherpay API - Production (Transaction Processing, Payment Tokenization, ProPay Production Environment).