CUSI has been made aware that some Bluefin batches intended to settle on December 23rd were delayed. You may notice your batches for December 23rd were not settled until December 26th.

What Happened:
On Tuesday, December 23rd, Fiserv (the processor behind the Bluefin gateway) had multiple batches fail to settle. While most batches settled as expected, a subset of batches did not.

As of this time, this has been resolved and deposits have been made, as expected. You may notice more than one notification for settlements on December 26th. This is due to the batch from December 23rd having to be sent back through for processing on December 26th.

Status: Investigating

If you are having trouble reconciling payments during this time frame, please use the 8:20pm Central Time to reconcile payments in the Gateway Reconciliation Tool. This would be effective 12/26 until further notice.

Next Update:
CUSI will provide additional information as soon as it becomes available.

Maintenance Notification:

CUSI will perform unscheduled maintenance at 2:00 PM CST to enhance our systems' performance and reliability. During this time, the following services may be unavailable or experience brief issues:

· Payment Services:  Electronic Payments May Fail to Process or Post

• Maintenance Objectives

  • Boost Performance : Tune systems and optimize configurations for faster processing.
  • Reduce Latency: Identify and fix bottlenecks in network and data flow.
  • Increase Speed: Streamline workflows and apply updates for quicker operations.

Contact Information:

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

CUSI appreciates your patience and understanding throughout the maintenance process.  We will continually communicate updates throughout this event. 

Now Monitoring

Status: Resolved

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating a payment processing latency issue.
Starting around 10:00 a.m. CST on 12/1/2025, it was reported that slow or stalled transactions were occurring across both the Customer Web Portal (CWP) and in-house payment systems.

• Customer Web Portal (CWP): Users are reporting that clicking the Pay button caused the page to spin indefinitely and eventually time out.
• In-house Payments: Users are experiencing delays with the Hosted Payment Form (HPF), including slow loading and significant lag when entering credit card details—characters appeared only after a noticeable delay.

• Start Time: 12/1/2025 around 10:00am CST

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

Resolved: Payment Processing Latency Issue

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting CWP.

• Start Time: 9/22/2025 at 8:51am CST

• Impact: Users may be unable to log into CWP

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is still experiencing errors with the CWP application. Our technical team is actively investigating the issue and working diligently to resolve it as quickly as possible.

CUSI understands the impact this may have on your work and appreciate your patience during this time and will continue to provide updates as more information becomes available.

Thank you for your understanding and support.

CUSI is announcing that a resolution is now being deployed across CWP instances to address the application error. Our technical team is making made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: A configuration change in Azure has been applied to CWP

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and is addressing the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to the CWP application error have successfully addressed the issues as of 2:47 pm CST.

Details of the Issue:

• Issue Start Time: 9/22/2025 at 8:51am CST

• Duration: 5 hours 56 minutes

• Affected Services:

  • CWP

Resolution Steps:

• Diagnosis: CUSI quickly diagnosed and identified an issue with the Azure configuration.

• Action Taken: CUSI implemented the following actions to resolve the issue:

  • CUSI deleted the Azure CWP configuration and let it repopulate.

• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting electronic payment posting.

• Start Time: 9/15/2025 at 11:25am CST

• Impact: Electronic Payments are failing to post back to the billing system

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is announcing that a resolution has been successfully deployed to address electronic payment processing. Our technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: The CUSI relay server is now successfully registering payments and returning accurate status updates. Postback responses are being delivered correctly, and the payment relay server has resumed normal operation. Users should no longer experience delays or issues processing payments.

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and addressed the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to electronic payment processing have successfully addressed the issues as of 1:51pm CST.

Details of the Issue:

• Issue Start Time: 9/15/25 at 11:34am CST

• Duration: 2 hours 17 minutes

• Affected Services:

  • CUSI Relay Server

What Happened:

The issue was caused by a processing delay in the relay server, which temporarily impacted the registration of payments and delivery of postback responses. The server has now recovered, and payment processing has resumed normal operation.

Resolution Steps:

• Diagnosis: CUSI quickly diagnosed the issue, identifying the issue with CUSI's relay server.

• Action Taken: CUSI implemented the following actions to resolve the issue:

  • CUSI has confirmed that all critical services—including payment processing, relay server operations, and security protocols—are functioning at optimal levels.

• Verification: After confirming the resolution, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

Bluefin has reported on https://status.bluefin.com/ a potential issue affecting their payment processing platform

• Start Time: 9:16am CST

• Impact: Users might not be able to make payments

• Estimated Resolution: TBD

CUSI will provide updates as soon as possible. Thank you.

At 10:11 AM CST, Bluefin identified the root cause of the current processing outage and is actively working on a resolution.

We will continue to monitor the situation closely and provide updates as progress is made. Thank you for your patience and understanding while we work toward full resolution.

As of 2:09 PM CST, Bluefin has implemented a fix and are now actively monitoring the results to ensure stability.

While CUSI believes the issue is no longer presenting errors, Bluefin has not yet officially confirmed full resolution.

We will continue to monitor the situation closely and provide additional updates as progress is made. Thank you for your patience and understanding.

Maintenance Notification:

CUSI will perform scheduled maintenance to enhance our systems' performance, security, and reliability. During this time, the following services may be unavailable or experience intermittent issues:

· Payment Services:  Payments may fail to process or post to the UB

Maintenance Objectives:

· Relay Server: This update will ensure that duplicate responses from the gateway/UB are not processed if a response for a payment has already been received.

What to Expect:

· Downtime:  While the update process is designed to result in minimal to no downtime, we have allocated structured monitoring windows for each region to ensure stability and responsiveness.  The rollout, slated to begin at 5:00am CST, will be staggered by U.S. time zones to ensure targeted support and efficient monitoring.

Contact Information:

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

We appreciate your patience and understanding throughout the maintenance process.

We are pleased to announce that the scheduled maintenance for the relay server was successfully completed as of 6:00am CST.  We will continue to closely monitor the relay server and electronic payment processing and provide any necessary updates..

Maintenance Details:

• Maintenance Start Time: 5:00am CST
• Duration: 1 hour
• Affected Services:
• Relay Server 

What We Achieved:

During this maintenance window, we implemented several critical performance and security updates.

Current Status:

All services are now fully operational. You should experience normal performance and functionality.

Thank You:

Maintenance Notification:

CUSI will perform scheduled maintenance to enhance our systems' performance, security, and reliability. During this time, the following services may be unavailable or experience intermittent issues:

· Payment Services:  Payments may fail to process or post to the UB

Maintenance Objectives:

· Relay Server: This update will ensure that duplicate responses from the gateway/UB are not processed if a response for a payment has already been received.

What to Expect:

· Downtime:  While the update process is designed to result in minimal to no downtime, we have allocated structured monitoring windows for each region to ensure stability and responsiveness.  The rollout, slated to begin at 5:00am CST, will be staggered by U.S. time zones to ensure targeted support and efficient monitoring.

      5:00am-6:00am Eastern
6:00am-7:00am Central
7:00am-8:00am Mountain
8:00am-9:00am Pacific

Contact Information:

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

We appreciate your patience and understanding throughout the maintenance process.

The scheduled maintenance on 6/26 for the Relay Server has been postponed to July. We will provide updates regarding the exact date and time of the maintenance as soon as they are confirmed.

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

Over the past 30 days, customers in the Bluefin North group have experienced intermittent delays in their payout emails.  The responsibility for sending these payout/settlement emails lies solely with Bluefin and First Data, and we are currently awaiting their resolution of the issue.

CUSI does not have control over the timing or delivery of these emails to the utilities.

Typically, utilities receive their payout/settlement emails early in the morning, allowing them to reconcile promptly upon starting their day. However, due to the ongoing issues with Bluefin, these emails are sometimes being sent out hours later than expected, and in some cases, even at the end of the workday.  This delay is causing significant inconvenience and disruptions in the reconciliation process for the utilities in Bluefin North.

Bluefin is working diligently to resolve this issue as quickly as possible. CUSI sincerely apologizes for any inconvenience this has caused our customers. We appreciate your patience and understanding during this time.

We will provide updates as they become available.

Relay Server Maintenance Notification:

CUSI will perform scheduled maintenance on our relay server to enhance our systems' performance, security, and reliability. During this time, the following services may be unavailable or experience intermittent issues:

·        Electronic Payment Processing - Payments will be temporarily unavailable during the one-hour maintenance window starting on 5/26/2025 at 9:00 PM CST. 

Maintenance Objectives:

·        We are conducting this maintenance to implement critical infrastructure upgrades aimed at enhancing overall speed and performance. 

What to Expect:

·         Downtime: Approximately 1 hour

Contact Information:

If you have any questions or concerns, don't hesitate to contact our support team at techsupport@cusi.com.

We appreciate your patience and understanding throughout the maintenance process.

Relay Server Maintenance Complete:

The scheduled maintenance has been successfully completed. All systems are now fully operational. We appreciate your patience and understanding during this time.

If you experience any issues, please contact our support team at techsupport@cusi.com

Thank you for your continued trust in our service.