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####
#incident-20250915-customer-cannot-checkout
Rootly App Today at 1:45 PM
Checkout failures, customers unable to complete purchase
UpdateAction itemsAssign rolesEscalate
Zoom
JiraARAllen Ruiz Today at 1:45 PM
We're seeing a spike in failures in the past ~30 minutes. Customers are getting stuck on the checkout "place order" step.
FIFlorence Ito Today at 1:46 PM
@Rootly looks familiar. Are there any related incidents open right now?
Rootly App Today at 1:46 PM
#incident-20250915-payment-gateway-timeouts was opened at 1:10 PM.
- Status Investigating an elevated checkout failure rate
- Suspected cause Upstream payment provider timeouts after deploy v2025.09.15
- Next steps @Alex is rolling back checkout-api
FIFlorence Ito Today at 1:47 PM
@Rootly can you help me draft an external status page update?
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mfg-quality-ops-default
Until Friday Sep 19th
09/16 12:00 PM → 09/19 12:00 PM
My activity
Coverage requests2
Ongoing alerts4
Ongoing incidents1
My performance
Time to ack4:32 mins↓ 10.2% this week
Time to resolve20:32 mins↑ 5.2% this week
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Root cause analysisConfidence High
- Payment authorization requests were missing the X-PAY-AUTH header.
- PR #842 introduced the bug by refactoring request-building logic.
- Staging tests didn't validate real provider headers.
Here are the lines that cause it, introduced by PR #842 when payment_v2 was enabled.
config/featureFlags.ts
22 "X-Request-ID": sessionId,
23 };
25 if (featureFlags.payment_v2) {
26 return {
27 ...base,
28 Authorization: `Bearer ${process.env.PAYMENT_V2_TOKEN}`
29 // 'X-PAY-AUTH' header missing here
30 };
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rootly.com/statuspage/acme
Acme Subscribe to updates
!Some services are affected
Incident history
System status Jul 2026 to Oct 2026
CheckoutAffected
90 days ago95.56% uptimeToday
PaymentsAffected
90 days ago95.56% uptimeToday
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