# Salesforce: Feature Service Disruption: Payment Service

- Impact (vendor’s label): minor
- Status: resolved
- Started: 2026-05-14 01:05 UTC · Resolved: 2026-05-15 00:00 UTC · Duration: 23 h
- Updates: 10 · Affected components: Payment Service, 9 instances
- [Vendor status page: https://status.salesforce.com/incidents/20004016](https://status.salesforce.com/incidents/20004016)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)

## Timeline of updates

- **update** 2026-05-14 10:06 UTC: We are investigating an issue impacting Commerce Cloud customers using a specific third-party payment service provider to process payments. As a result, the orders are not completing. We believe the trigger may be related to this recent release.  We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-05-14 10:38 UTC: We’ve analyzed further and it’s confirmed that the recent release is the cause. A rollback of this release is being discussed as to whether it involves any further disruption to the service as this involves a complex configuration change. Also, the impact radius is broader than initially understood. We have updated the posting to reflect the additional PODs experiencing impact, and customers will receive communication. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-05-14 11:18 UTC: Further investigation confirmed that SOAP API and SOAP Web Service calls to third-party payment gateways are failing, resulting in the current impact. We’re evaluating the best rollback approach while also exploring alternative mitigation options to minimize any additional risk. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-05-14 11:36 UTC: We’ve initiated a rollback on a test POD followed by application server restarts to validate the approach before extending the rollback to the remaining impacted PODs. We are closely monitoring the rollback process. We'll provide an update in 60 minutes or sooner if additional information becomes available.
- **update** 2026-05-14 12:08 UTC: Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.
- **update** 2026-05-14 12:18 UTC: We're still‌ performing the rollback and application server restarts on a test POD. This is expected to take some time to complete. We're continuing to monitor it’s progress.  We'll provide an update in 60 minutes or sooner if additional information becomes available.
- **update** 2026-05-14 13:31 UTC: The rollback on a test POD was unsuccessful. We're now‌ developing a fix in the form of a patch. We're gathering the necessary resources to assist in creating this fix. This is expected to take multiple hours to develop and test. In the meantime, there's a workaround available to customers. Details of the workaround can be found here: https://help.salesforce.com/s/issue?id=a02Ka00000mGFWI We have also determined that this issue could impact any Commerce Cloud customer using SOAP-based Web Services Description Language (WSDL) integrations, and not just third-party integrations, as was previously understood.  We'll provide an update in 3 hours or sooner if additional information becomes available.
- **update** 2026-05-14 15:41 UTC: We are currently developing a fix-forward patch, which is expected to take several hours to build, validate, and deploy.  In the meantime, this workaround remains available to customers. Details of the workaround can be found here: https://help.salesforce.com/s/issue?id=a02Ka00000mGFWI We'll provide an update in 4 hours or sooner if additional information becomes available.
- **update** 2026-05-14 20:07 UTC: The fix-forward patch is currently being confirmed in a testing environment. Once validation is confirmed, we'll proceed with full deployment to the entire fleet, which is expected to take several hours. In the meantime, this workaround remains available to customers. Details of the workaround can be found here: https://help.salesforce.com/s/issue?id=a02Ka00000mGFWI We'll provide an update ‌as additional information becomes available.
- **update** 2026-05-15 00:58 UTC: The fix-forward release was successfully tested and validated. This has now been deployed across all impacted instances, and the issue is resolved. The fleetwide deployment will be completed during regular maintenance windows. The end time for this incident has been declared as 00:00 UTC, May 15, 2026. We apologize for any inconvenience this issue has caused for customers.


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Canonical: https://rewindex.com/company/salesforce/incidents/20004016 · Markdown: https://rewindex.com/company/salesforce/incidents/20004016.md · JSON: https://rewindex.com/api/v1/companies/salesforce/incidents/20004016 · Generated 2026-10-18T10:29:33.678Z