Stripe Terminal Payment Failures in the UK

Stripe confirmed they were experiencing elevated error rates and increased response times affecting Visa EU payments due to an issue experienced by an upstream partner of Stripe. This issue has now been resolved by Stripe and payments are returning to normal.

What this means for you:

• We are no longer receiving payment errors from Stripe.

• Payments moving forward should work normally. You should not see the “500 Internal Server Error” or similar payment failures anymore.

• Any payments that failed previously should not have been recorded as paid in RGP because we did not receive a successful response from Stripe at the time.

• For payments that did not process, we recommend retrying those transactions in RGP.

How to confirm your payments: You can check the status of individual transactions in the RGP Payments Dashboard at payments.rockgympro.com.

Reconciliation guidance: We do not have reason to believe that Stripe webhooks were delivered incorrectly. However, due to the nature of this upstream issue, we cannot fully guarantee how every transaction behaved during the disruption.

After your Stripe payouts have completed, we recommend running your Stripe Custom Payout Reconciliation reports in RGP to review for any unmatched payments. These reports will help you confirm that all transactions recorded in Stripe align with those recorded in RGP.

• Reconciling Your Stripe Custom Payouts

• Stripe Custom Payout Reconciliation Reports

We appreciate your patience while this was being resolved.

We have confirmed that Stripe is reporting partial degradation and is currently investigating elevated error rates and increased response times, specifically impacting Visa EU payments.

At this time, payments are processing intermittently. Some transactions may succeed, while others may return errors.

We are continuing to monitor the situation closely and are in communication regarding updates from Stripe. We will share additional information as soon as it becomes available.

We are currently investigating reports of payment failures affecting UK locations using Stripe terminal devices.

Customers may see an error message stating: "RGP Payment API Error 500 Internal Server Error. Please try again." or "Error processing Stripe payment: RGP Payment API Error 422 Reader is currently busy processing another request."

In reported cases, the card terminal displays the payment as approved, but the transaction does not complete in RGP and may be automatically refunded.

Our team is actively investigating the issue with urgency. We will provide an update as soon as more information is available.