Incident Date/Time
Start: 28 April 2026 13:11 GMT
End: 28 April 2026 17:03 GMT

Description of Issue
Cybersource identified an issue affecting the Payer Authentication setup service within the Cybersource Enterprise platform on April 28, 2026, at 13:11 GMT. A configuration issue within Cybersource infrastructure caused some authentication requests routed through one data center to not complete as expected.

Impact
Some cardholders may have experienced system errors when completing checkout due to the authentication issue. This may have resulted in transaction delays or the need to retry a transaction. Payment processing outside of the authentication step continued to operate normally.

Root Cause
The root cause was a misconfiguration in a data center’s health‑check mapping for the Payer Authentication setup service introduced during a prior change. This error caused internal monitoring signals to be misrouted in the affected data center, leading to the observed authentication failures.

Mitigating and Preventative Actions
After a rollback of the identified change, normal processing was restored.

To help prevent future recurrence:

• Cybersource plans to review and implement additional validation and review steps for future system changes to strengthen its change management process.
• Cybersource plans to enhance monitoring and alerting mechanisms to detect similar issues earlier.