During rare, brief Mosaic payments service outages, links can fall offline and out of sync, not displaying the most up to date status shown on the Mosaic Partner Portal, and will need to be manually updated by Support. Payments also collected while a payment link shows the “Pending” status in Caterease yet that is expired (not updated to reflect that it is expired) can also become unsynced and offline. In both cases, this can cause the Caterease event to not reflect the true Mosaic portal status until it is resynced.
Who might be affected
Events with payments created or collected during or right after a brief Mosaic outage.
Events where a payer completed checkout while the link in Caterease still showed Pending but had already expired.
Why you may notice an uptick
After a brief Mosaic outage, link updates can lag. Links nearing expiration are the most likely to mismatch until resynced.
When to contact support right away
You see paid in the portal and expired or pending in Caterease after running the update steps (see Troubleshooting Payment Record in Caterease Showing wrong Status)
You see multiple events from the same timeframe with mismatches.
Send the details listed above so we can sync them.