Introduction

On May 29th 2024 between 03:11 AM and 03:40 CEST Tink experienced a technical issue which impacted Payments in all markets. During the time of the incident, end-users were experiencing issues while performing Strong Customer Authentication for Payments.

Root Cause Analysis

After a thorough investigation, it was found that congestion of requests, in the service establishing connections to banks, caused latency in the platform. The congestion was caused by an abnormal traffic pattern in combination with an inefficient retry mechanism. The queued requests caused increased latency impacting Strong Customer Authentication for Payments.

Remediation

Once the issue was identified, the queue handling for connecting to banks was reset, and requests causing increased latencies aborted.

Follow-up actions

To prevent similar issues in the future Tink will be implementing the following actions:

1. Adjust the timeout and retry mechanism in the platform to prevent congestion
2. Improve logging in the retry mechanism