Subject: Service notice —pix transactions temporarily affected

Dear Merchant,

The issue affecting PIX transactions has been resolved and processing is now fully restored.

• PIX transactions are processing normally again.
• The disruption was caused by a technical issue on the payment provider’s side, which has now been resolved.
• Any transactions that failed during the affected period can now be retried and should process normally.

We recommend re-submitting any PIX transactions that failed during the incident window.

We apologise for the inconvenience and thank you for your patience. If you notice anything unexpected with your PIX transactions, please let us know and we’ll check right away.

Best regards,
The CommerceGate Team

Dear Merchant,

We are currently experiencing an issue affecting PIX transactions processed via one of our payment providers. Our team is actively working on it.

What’s happening:
• Since approximately 04:53 UTC on 2026-09-05, transactions on the affected provider are failing.
• The provider’s service is currently unresponsive on their side — this is not an issue with your integration or configuration.

What this means for you:
• Transactions routed to the affected provider may fail during this period.
• We recommend retrying affected transactions once service is restored.

What we’re doing:
• We have escalated the issue to the provider as a priority and are awaiting restoration.
• We are actively monitoring and will restore normal processing as soon as the provider recovers.

We’ll send an update as soon as the issue is resolved. Apologies for the inconvenience, and thank you for your patience.

Best regards,
The CommerceGate Team