LogsF-2271

Payment failure spike on Vela Fintech AR resolved

Acked within22m 00sof 60m 00s

Payment failure rate

2.2%

from 2.1% · recovered

Affected users

1,840

Vela Fintech AR · card payments

Cancels at risk

—

Not a churn-bearing finding

Detected

6d 5h ago

22 Aug 09:20 UTC

Attributable to

AWG

Commercial integrity. Entitlement, payment, subscription lifecycle, invoicing.

Routing & discussion

1 routed

M. Ferreirarouted6d 4h ago
Payment failure spike on Vela Fintech AR after the 3DS acquirer change
AWG — billing & reconciliation · AWG-BILL-0722
AWG — billing & reconciliationreplied6d 2h ago
Acknowledged in 38 minutes and resolved in 2h 14m. The fastest AWG response on record, and the only one with an agreed reference.

Destination

No agreed intakeNo agreed intake. Tickets go to a named individual and are not tracked by AWG. The ticket will be recorded here with no external reference to quote back.

SubjectBody

Evidence attached

Payment failure rate through the incident (4 rows)

Editable before send

Description

Payment failure rate reached 8.4% against a 2.1% baseline after the partner's acquirer changed its 3DS flow. AWG confirmed the acquirer configuration and the rate returned to baseline within 2h 14m of acknowledgement. 1,840 users passed briefly through SUSPENDED; all have been restored. Retained here as the evidence trail.

Suggested action

Closed. Add a standing rule on payment_failure_rate scoped by acquirer.

Related logs

2 signals · expand a row for the event data

2026-08-22T09:20:00.000ZS-8402 THRESHOLD RULE Payment failure rate — observed 8.4%, expected 2.1%+4.0×

Detected: 22 Aug 09:20 UTC6d 5h ago
Detector: Threshold rule
Slice: Vela Fintech AR
Confidence: 99%
Affected users: 1,840
Observed: 8.4%
Expected: 2.1%
Deviation: +4.0×

Event dataREDSHFTPOST /redshift-data/v1/statement200224mss-8402-17df8

{
  "timestamp": "2026-08-22T09:20:00.000Z",
  "endpoint": "POST /redshift-data/v1/statement",
  "requestId": "s-8402-17df8",
  "status": 200,
  "latencyMs": 224,
  "request": {
    "metric": "Payment failure rate",
    "slice": "Vela Fintech AR",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "8.4%",
    "expected": "2.1%",
    "deviation": "+4.0×",
    "confidence": 0.99,
    "affected_users": 1840,
    "columns": [
      "hour",
      "failure rate",
      "attempts"
    ],
    "rows": [
      [
        "06:00",
        "2.1%",
        "1,204"
      ],
      [
        "08:00",
        "8.4%",
        "1,882"
      ],
      [
        "10:00",
        "6.1%",
        "1,640"
      ],
      [
        "12:00",
        "2.2%",
        "1,410"
      ]
    ]
  }
}

Query

SELECT hour, metric('payment_failure_rate') AS observed
FROM semantic.commercial_event WHERE tenant_id = 'vela-ar'
  AND hour BETWEEN '2026-08-22 06:00' AND '2026-08-22 14:00'
GROUP BY hour ORDER BY hour

2026-08-22T10:20:00.000ZS-8408 COHORT DECOMPOSITION Play attempts while SUSPENDED — observed 6,204, expected 180+34.5×

Detected: 22 Aug 10:20 UTC6d 4h ago
Detector: Cohort decomposition
Slice: Vela Fintech AR
Confidence: 96%
Affected users: 1,840
Observed: 6,204
Expected: 180
Deviation: +34.5×

Event dataNPAWGET /npaw/v1/data/playback200230mss-8408-17dfe

{
  "timestamp": "2026-08-22T10:20:00.000Z",
  "endpoint": "GET /npaw/v1/data/playback",
  "requestId": "s-8408-17dfe",
  "status": 200,
  "latencyMs": 230,
  "request": {
    "metric": "Play attempts while SUSPENDED",
    "slice": "Vela Fintech AR",
    "detector": "cohort",
    "window": "6h"
  },
  "response": {
    "observed": "6,204",
    "expected": "180",
    "deviation": "+34.5×",
    "confidence": 0.96,
    "affected_users": 1840
  }
}

Clustered support tickets

1 matched

Card declined but I have funds
ZD-47810 · Vela Fintech AR
6d 4h ago

Sample affected users

7b91c05e