THD Payment Capture Down

status of events

• Our internal logging/alerts worked as intended, post-sale team was made aware of an issue with PagerDuty and Slack notifications.
• Associate reached out to management for assistance after identifying a production outage outside of GCC environment with a 403 forbidden for Payment Captures https://hdapps.homedepot.com/Captureapp2/services/TransactionCapture
• Associate created sorry notification.
• management reached out to payment capture team but issue was resolved before payment capture team was able to properly investigate.

Management reached out to Akamai Security team and learned the following:

• INC49202101 - Major 3 : Akamai/PingFed - Global SSO Outage Impacting Multiple Applications
• Date of Incident: 01/31/2026 2:00 PM ET that was resolved at 2:50 PM ET and affected multiple applications

We've now resolved the incident. Thanks for your patience.

Summary:

Thd Payment Captures are not going through.

Impact

• Incident Started: 1:10 PM CST
• Affecting Customers: No
• Affecting CEC: Yes
• Ongoing Impact: Customers are not receiving their order confirmation emails after the purchase.

Detail:

[History] [What are we doing to fix it] We have escalated to the THD payment team and waiting on a resolution

ETA:

30 minutes

Please stay tuned for updates, as we will share more information as soon as it becomes available. We sincerely apologize for any inconvenience this may cause to your work. We understand the importance of your access to our service and appreciate your patience and understanding as we work diligently to resolve the issue.