ProPay Incident Merchant Guide

Date Updated: June 24, 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, and that issue is still being worked on with ProPay. Refer to email communications on Jun 24, 2026 for more details. 

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 are temporarily down but will be back up soon. Getting ahead of this now can help prevent unnecessary disputes.

Hold on 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. We strongly recommend taking no action on any chargebacks tied to this incident while we fight them on your behalf.

• If you can wait: Leave the chargeback and the original invoice as-is while we figure out next steps with ProPay. At this time, we cannot guarantee these fees will be covered or provide a timeline for what comes next, but we are urgently working to resolve this matter and will update you as we learn more. 
   
• If you cannot wait to collect payment: Take a screenshot of the original payment for your records, delete that payment from the existing invoice, then resend the invoice to your customer to collect payment. Do not create a new invoice. If you need help with this, please contact our support team. (screenshot below of where to delete the 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? We know the first of the month is an important time for card runs. While we can’t say for sure, we are optimistic that the fix will be in place before then. We will notify you immediately if anything changes.

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. We strongly recommend taking no action on any chargebacks tied to this incident while we fight them on your behalf.

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