Dear customers, here is the complete postmortem & timeline of the incident we had on November 25th & 26th :
- Incident Summary: Multiple Network incidents on Payment Platform (November 25-26, 2025)
- Duration: 19 hours (from November 25, 2025 4:37 PM to November 26, 2025 11:37 AM)
- Severity: Critical
- Impact: All endpoints behind Netscaler on the Payment Platform were disrupted or slowed down
- Teams Involved: Lemonway Platform, Lemonway Pay Squad, Lemonway Comply Squad, NTT and Citrix.
Summary:
Network equipment outage on payment platform caused 19 hours (Nov 25 4h37 pm – Nov 26 11h20) of disruptions, impacting all payment platform endpoints due to CPU overload. Root cause was identified; a change on Compliance platform triggered mass retries and flooded network equipment (Netscaler) on payment platform.
Timeline:
November 25th
16h37 (4:37pm) :
- First alerts from our monitoring indicating a service degradation, the investigations start.
17h15 (5:15pm) :
- Services are partially down, the investigations continue with our integrator.
20h15 (8:15pm) :
- Following several remediations, services are restored
22h20 (10:20pm) :
- Following unforeseen circumstances, services are degraded/unavailable again, the on-call engineer resumed the investigations with our integrator until 3am
3h50 (3:50am) :
- Services are finally restored in degraded mode until the root cause can finally be identified.
11h37 (11:37am):
- The incident’s root cause is finally identified and remediated immediately. Network services are back in optimal conditions.
Resolution process:
The incident was resolved by a capacity upgrade to contain the traffic overload, to allow the resuming of the payments process and identify the root cause.
Once the cause of the change had been identified, a rollback was performed to return to a normal situation.