Pax2pay - Issue Identified - Emails to suppliers not being received – Incident details

Card emails are now being successfully received by suppliers.

If you have any questions about this issue, please contact our support team.

Thanks again for your patience, we are sorry for any inconvenience caused.

Card links are now reaching previously impacted suppliers successfully, but we are continuing to monitor the situation.

We recommend cancelling and re-issuing cards to any suppliers who did not received the original card link.

Please contact our support team if you require further assistance with this.

Thank you for your continued patience while we investigate this issue.

Following conversations with our third party supplier we can confirm that all emails are being delivered to the recipients email service.

The problem is not isolated to a certain email service, all email services have successful and unsuccessful cases, however recipients with Outlook seem more likely to be impacted. Based on the information available to us at the moment, we believe that a security feature in Windows Defender / Outlook removes or flags the email on the recipients computer as suspicious, causing it to be blocked and removed following delivery.

You can re-attempt to send cards to any suppliers reporting issues.  For any urgent payments, you can a new create card on our portal and provide payment details to your suppliers over the phone, on a website or via a payment link. Please remember to cancel the original card first.

We are happy to speak to any suppliers who are experiencing ongoing issues. Despite continuing efforts we have not been able to recreate the issue ourselves with any email services, and therefore getting more information from your suppliers would be very helpful.

Otherwise we are continuing to try to recreate the issue as well as investigating other means of solving it.