Incident Summary

On 7 July 2026, between 11:31 and 13:29 CEST, PerfectGym Next experienced an outage lasting approximately two hours, affecting the creation of new recurring payment methods through the Universal Payment Component. The root cause was a software defect introduced during a scheduled release, which caused incoming requests to be incorrectly rejected. The issue primarily affected new customer signup and other flows that collect a new payment method, while existing online payments and other platform features continued working normally.

Impact on Customers

During the incident, customers using Finion Pay may have experienced:

• Inability to add a new recurring payment method (e.g. credit card or direct debit)
• Failed attempts to complete new customer signup where a payment method is required
• Errors when collecting a new payment method via Fast Finance Link (payment of already-open fees remained unaffected)
• Failures when adding a payment method through the MySports App
• Failures when mounting the payment method input fields on customer websites

An estimated 5,000 requests were affected between 11:50 and 13:25 CEST. Online payments already in place and all other product areas remained available throughout the incident.

Our Response

Our response followed the status page timeline:

• 11:31 CEST — Root cause introduced
  A change was deployed to production that, unknown at the time, would cause the underlying defect.
• 13:03 CEST — Incident reported
  Our support team was made aware of the issue through customer reports and escalated it internally.
• 13:18 CEST — Root cause identified
  The team identified the change responsible for the failures.
• 13:24 CEST — Fix applied
  The change was reverted, and service was confirmed stable again.
• 13:29 CEST — Resolved
  The incident ‘Universal payment component could not be mounted due to a degregation in the authentication flow’, which occurred between 2026-07-07 11:31 CEST and 2026-07-07 13:29 CEST, has been resolved.

Resolution

The incident was resolved through a staged approach:

• Containment— Reverted the change immediately to restore normal behavior for existing customers.
• Remediation— Prepared and released a permanent fix correcting the underlying defect.
• Verification— Expanded automated test coverage to confirm correct behavior for existing and new customer flows going forward.
• Monitoring— Introduced additional monitoring to detect similar issues earlier in the future.

Lessons Learned

• Changes to customer-facing payment flows need to be evaluated more thoroughly for compatibility with existing integrations, not just for the immediate change itself.
• A seemingly minor or additive change can still unintentionally affect existing customer flows.
• Earlier detection monitoring should be in place for critical payment-session flows to reduce the time it takes to identify similar issues in the future.

The incident ‘Universal payment component could not be mounted due to a degradation in the authentication flow’, which occurred between 2026-07-07 11:31 CEST and 2026-07-07 13:29 CEST, has been resolved.

Our engineering team will review the issue and implement additional measures to prevent similar incidents in the future.

If you continue to experience any problems, please open a ticket with our support team.

We apologize for any inconvenience caused.

We identified a degradation in the authentication service of the user payment session. A user payment session is the technical prerequisite to securely mount payment method input fields like credit card or direct debit fields. We are investigating the issue.