An incident isn't over when it "seems to be working again," but when it is marked as resolved on the status page. That official closing is your signal to check your operations and pick up anything pending.

Closing the incident

On status.conekta.io, the incident moves to resolved status with a closing note: which component failed, for how long, and from what moment the service has been operating normally. The affected components show as operational again.

  • Confirm statuses: review each transaction you attempted during the incident one by one and confirm its final status is the expected one.
  • Look for duplicates: if you retried any charge, make sure there isn't more than one transaction for the same order.
  • Retry what's incomplete: transactions that failed or remained unconfirmed can be retried normally once the incident is closed.
  • Let your buyers know: if you asked someone to try again later, now is a good time to follow up on those charges.
The incident shows as resolved, but a transaction is still wrong

Wait a few minutes: after the closing there may be a brief stabilization period. If the problem persists, report that specific case to Support with its ID, amount, and time, mentioning that it happened during the incident.