ProPay Incident Merchant Guide

Date Updated: July 1, 2026 

This guide outlines actions we recommend you take following the ProPay incident occurring June 2026.

What happened?

On June 11, ProPay made backend changes tied to new AMEX compliance requirements, which created two unexpected issues for merchants. First, incorrect business information appeared on some customer bank statements, and that issue was resolved over the following several days. Second, the changes also disrupted AMEX transaction processing for affected merchants. As of June 25th, at 9am EST the AMEX issue has been fixed and is functioning as normal.

What do you need to do?

Notify your customers. Let them know that the business name on their bank statement may have appeared incorrectly but has since been corrected, and that AMEX payments were temporarily unavailable but have now been restored. 

If you get an email from us about ACH Rejects, please be ready to take action right away. Chargebacks are being reversed and will not require any action on your end. 

How to deal with ACH Rejects that may be incident related: 

ACH Rejects may occur because the merchant descriptor name on the disputed transaction(s) did not match your business name. 

1. ACH Rejects cannot be disputed so we recommend that you resend an updated invoice. Instructions are below. 

How to resend an invoice: 

1. Take a screenshot of the original payment for your records
2. Delete that payment from the existing invoice
3. Resend it to collect payment. Do not create a new invoice. Contact support if you need help. (screenshot below)

How to deal with chargebacks that may be incident related: 

On June 30, 2026, ProPay will be reversing all chargebacks related to this incident. Chargebacks from June 11 through June 30, 2026 have already been reversed, and you should see those funds in your account within the next few days. Any additional chargebacks tied to this incident going forward will be reversed as well. You'll receive a separate email confirming each instance that applies to you.

How do I know if I have a chargeback or ACH Reject?

1. If a chargeback is posted to your account, you will receive an email notification from SingleOps letting you know that it will be reversed, and that you should see the funds in the next few days. 
    
2. If an ACH Reject is posted to your account, it will show in your SingleOps ProPay account under the tile labeled 'Transaction Report'. You will also receive an email notification from SingleOps letting you know that a transaction has been rejected and that you need to resend the invoice to your customer for payment. 

Frequently Asked Questions

Were my funds impacted? No. Payments that were accepted were deposited normally. Any AMEX transactions that were declined were not processed, and no money was moved.

Was my data shared with other businesses? During the descriptor issue, some business information was improperly visible to other ProPay merchants. This was limited to: DBA legal name, business address, phone number, and primary contact name. No financial data — Tax ID, EIN, banking information, or account numbers — was shared at any point.

Will AMEX be fixed before July 1? Yes. This is now fixed. Let us know if you have any further issues.

Where do I see my chargebacks? If a chargeback is posted to your account, you'll see it in the SingleOps ProPay portal (https://app.singleops.com/singleops_payments/status), located under the Account Management tab, and we'll send you an email notification. 

Did SingleOps change my data? No. This incident was a result of changes by ProPay and impacted SingleOps and other Propay partners. 

Who can help me with questions or issues? Contact our SingleOps Support team with all questions. We are here to help. Support@SingleOps.com 

What we did

Worked daily with ProPay to resolve the AMEX issue. Since the incident began, we were in active communication with ProPay multiple times per day to ensure merchant data was brought back into compliance with AMEX requirements. We pushed for fixes at every step and kept working until the issue was resolved.

Demanded action. We escalated this problem to leadership, including the CEO of Global Payments (ProPay's parent company), and insisted on expedient resolution. We laid out how severely this impacted you and made clear this cannot happen again.

Fought for chargebacks on your behalf. As of June 30, 2026, all chargebacks related to this incident will be reversed. If you have a related chargeback, we'll email you directly — no action is needed on your end.

What we're still doing

Providing impact lists. If you need a list of customers who had incorrect descriptor names or failed AMEX payments, contact us and we'll get them to you.

Supporting you through next steps. We are here to help. If you have any questions, please review the merchant guide and reach out to our support team at support@singleops.com. We will get back to you as soon as possible.

What you've experienced, including reputational risk, disrupted cash flow, and customer confusion, is not acceptable, and we're not treating it as anything less than that. Every level of our organization remains focused on ensuring you're protected from the resulting chargebacks.