Investigating - Degraded Performance - DDCMS

Major · resolved · started 19 Oct 2026, 09:28 · resolved 19 Oct 2026, 11:21

Direct Debit Processing

resolved · 19 Oct 2026, 11:22
Dear Customer, The issue affecting DDCMS performance has now been resolved. The fix was successfully deployed, and service performance has remained stable following monitoring. The impact was limited to customers using Data Scopes functionality. We apologise for any inconvenience caused and thank you for your patience while we worked to restore normal service. We're here to help To contact our Support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. <a href="https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhelp-accesspaysuiteddcms.theaccessgroup.com%2Fen%2F&data=05%7C02%7Croy.grindrod%40theaccessgroup.com%7C3274b93437af46dfa4b808df1a35fc44%7C739195a1f5d64d9aac42a1dbb7c7413d%7C0%7C0%7C639258491311036464%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=9pWrl3QdeE4gQalOskdCniccn7GLjsCX8mjHy4CBimk%3D&reserved=0" target="_blank">Home | Access PaySuite DDCMS Help Centre</a> Thank you for your patience. Your Access PaySuite Team
monitoring · 19 Oct 2026, 10:46
Dear Customer, The fix has now been deployed and service performance has returned to normal. We are continuing to monitor the platform closely to ensure stability. We will continue monitoring and provide confirmation once the incident has been fully resolved. We're here to help To contact our Support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. <a href="https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhelp-accesspaysuiteddcms.theaccessgroup.com%2Fen%2F&data=05%7C02%7Croy.grindrod%40theaccessgroup.com%7C3274b93437af46dfa4b808df1a35fc44%7C739195a1f5d64d9aac42a1dbb7c7413d%7C0%7C0%7C639258491311036464%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=9pWrl3QdeE4gQalOskdCniccn7GLjsCX8mjHy4CBimk%3D&reserved=0" target="_blank">Home | Access PaySuite DDCMS Help Centre</a> Thank you for your patience. Your Access PaySuite Team
identified · 19 Oct 2026, 10:22
Dear Customer, We have identified the cause of the intermittent performance degradation affecting DDCMS and have a fix in place. A deployment to the production environment is planned within the next 30 minutes. Current impact appears to be limited to customers using Data Scopes functionality. We will provide a further update following deployment. We’re here to help To contact our Support team, use the live chat feature in DDCMS (chat bubble, bottom right) or call 01206 675847 (option 1), Monday to Friday, 8:00am–5:30pm. For 24/7 support, visit our knowledge base with over 400 articles or use our AI Assistant for instant answers. Link: <a href="https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhelp-accesspaysuiteddcms.theaccessgroup.com%2Fen%2F&data=05%7C02%7Croy.grindrod%40theaccessgroup.com%7C3274b93437af46dfa4b808df1a35fc44%7C739195a1f5d64d9aac42a1dbb7c7413d%7C0%7C0%7C639258491311036464%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=9pWrl3QdeE4gQalOskdCniccn7GLjsCX8mjHy4CBimk%3D&reserved=0" target="_blank">Home | Access PaySuite DDCMS Help Centre</a> Thank you for your patience. Your Access PaySuite Team
investigating · 19 Oct 2026, 09:32
Dear Customer, We are currently investigating an issue that is causing intermittent service degradation within our DDCMS platform. As a result, some customers may experience slower response times or reduced performance when using the service. Our technical teams have identified this as a high-priority incident and are actively working to restore normal service levels as quickly as possible. We understand the impact that service issues can have on your operations and appreciate your patience while we work towards a resolution. We will provide an update as our investigation continues or if there is a significant development. Please continue to monitor this page for the latest information. Thank you for your understanding. Your Access PaySuite Team