When something fails, the first useful diagnosis is knowing whether the problem affects all merchants or only yours. The answer completely changes the next step: in a general incident, all you need to do is wait and monitor; with a problem in your account, there are actions you need to take.
What a general incident is
It's a failure in a component of Conekta's service — payment processing, the Conekta Panel, a specific payment method — that affects many merchants at the same time. It's published and updated at status.conekta.io, and the Conekta team works on resolving it without you having to open a ticket.
What a problem with your account is
It's behavior that only occurs in your account or integration: a setting, a piece of your business information, a user permission, or a change in your implementation. The status page shows everything as operational, but you still see the error.
How to tell them apart
- Scope: if the error appears across several operations, customers, and devices at once, it points to a general incident; if it's an isolated case, it points to your account.
- Affected method: compare the failing component (cards, bank transfers, Panel) with the components reported on the status page.
- Other users: in a general incident, other merchants report the same thing at the same time; a problem with your account is something only you see.
- Published status: if there's an active incident that matches your symptom, it's general; if everything shows as operational, investigate on your end.
If you've confirmed the problem is with your account, gather the case details and contact Support with complete information from the very first message.