Identified - We've identified the cause of the slowness. There is a queuing delay when Opayo Chip & Pin transactions are sent to the Spektrix Box Office App. They will complete and your terminals will display the payment, but this can take several minutes and is intermittent. We are now investigating if this is because of a Microsoft Platform issue. Thank you for your patience and thank you if you sent through logs and conducted testing to help us narrow this down.
Mar 23, 2026 - 18:07 UTC
Mar 23, 2026 - 18:07 UTC
Update - We're still seeing slowness when sending chip & pin payments to the Opayo terminal. Thank you for your patience as we continue to narrow down the cause of this issue. Please continue to send us your Box Office Logs and timestamps of exactly when you're experiencing the slowness. If you need support in sending these to us, please contact our Support Team.
Mar 23, 2026 - 14:45 UTC
Mar 23, 2026 - 14:45 UTC
Update - We've increased resource to the database that receives box office app messages. This may relieve symptoms. Please continue to test transactions and feedback to our support teams if you are seeing improvements or continued slowness. We are continuing to investigate and will update here again in an hour.
Mar 23, 2026 - 12:24 UTC
Mar 23, 2026 - 12:24 UTC
Investigating - We've received reports that there is still significant slowness between starting a chip and pin transaction, and that transaction then appearing on the pinpad terminal screen.
We are renewing our investigation to isolate the cause now that we've verified last week's fix hasn't had impact.
Please continue to send us screen recordings of the issue happening, with timestamps, along with the Sagepay and Box Office App Logs to help with our investigation. You can find these at the filepath C:\sagepay\guardian\logfiles and C:\Program Files (x86)\Spektrix Ltd\LocalApp > BoxOfficeApp.{number}.log If you need help retrieving those, please call the Spektrix Support team for help.
We will update here in the next hour.
Mar 23, 2026 - 11:26 UTC
We are renewing our investigation to isolate the cause now that we've verified last week's fix hasn't had impact.
Please continue to send us screen recordings of the issue happening, with timestamps, along with the Sagepay and Box Office App Logs to help with our investigation. You can find these at the filepath C:\sagepay\guardian\logfiles and C:\Program Files (x86)\Spektrix Ltd\LocalApp > BoxOfficeApp.{number}.log If you need help retrieving those, please call the Spektrix Support team for help.
We will update here in the next hour.
Mar 23, 2026 - 11:26 UTC
Identified - We have been able to isolate a particular aspect of our infrastructure that may have been causing slowness when attempting a chip and pin transaction.
We haven't been able to completely verify this has fixed the issue but we have seen some positive signs from those we have managed to test with.
To anyone affected, we encourage you to try again and try multiple payment attempts to see if speeds are consistently faster. Restarting your PC may also help with any slowness.
We will continue to work on investigating this and will eagerly receive any further reports either of continued issues or improvements.
Mar 20, 2026 - 18:31 UTC
We haven't been able to completely verify this has fixed the issue but we have seen some positive signs from those we have managed to test with.
To anyone affected, we encourage you to try again and try multiple payment attempts to see if speeds are consistently faster. Restarting your PC may also help with any slowness.
We will continue to work on investigating this and will eagerly receive any further reports either of continued issues or improvements.
Mar 20, 2026 - 18:31 UTC
Update - We're continuing to investigate intermittent slowness issues when starting to process a chip and pin payment using an Opayo pin pad.
We are in dialogue with Opayo as well as checking all other infrastructure to establish a cause.
If you have an issue and you are able to send a screen recording whilst you are waiting for the payment message to appear on your pin pad, that shows the time on the PC, this would help us track more detailed logging. We can use this in combination with a specific log file ("C:\sagepay\guardian\logfiles\GuardianServer.log") to cross reference the timings.
If you need any support with this let us know and we can set up a screenshare session with you to record your screen and get the log file directly.
Thanks for your patience as we continue to investigate this issue.
Mar 20, 2026 - 15:44 UTC
We are in dialogue with Opayo as well as checking all other infrastructure to establish a cause.
If you have an issue and you are able to send a screen recording whilst you are waiting for the payment message to appear on your pin pad, that shows the time on the PC, this would help us track more detailed logging. We can use this in combination with a specific log file ("C:\sagepay\guardian\logfiles\GuardianServer.log") to cross reference the timings.
If you need any support with this let us know and we can set up a screenshare session with you to record your screen and get the log file directly.
Thanks for your patience as we continue to investigate this issue.
Mar 20, 2026 - 15:44 UTC
Update - We are continuing to investigate these reports of slowness processing C&P payments and are in dialogue with Opayo. If you are experiencing issues please contact support. It will help to have log files and where possible a video recording of the slowness.
Mar 19, 2026 - 17:10 UTC
Mar 19, 2026 - 17:10 UTC
Update - We are remaining in dialogue with Opayo and reviewing all possibilities that could be causing these issues. If you are experiencing problems we will likely need to request some further information from you including log files from the pin pad, if this is the case we will contact affected users directly.
We'll continue to update here with any progress on the issue.
Mar 19, 2026 - 15:43 UTC
We'll continue to update here with any progress on the issue.
Mar 19, 2026 - 15:43 UTC
Investigating - We are investigating reports that there is intermittent slowness affecting chip and pin transactions on the Opayo payment provider in the UK and Ireland.
The slowness is happening after the user selects to pay by chip and pin and causes a delay in the payment information loading on the card reader. Other aspects of payment processing across all payment providers are functioning normally.
We are in dialogue with all relevant parties to establish any potential causes of the problem and will update when we hear more.
Mar 19, 2026 - 15:10 UTC
The slowness is happening after the user selects to pay by chip and pin and causes a delay in the payment information loading on the card reader. Other aspects of payment processing across all payment providers are functioning normally.
We are in dialogue with all relevant parties to establish any potential causes of the problem and will update when we hear more.
Mar 19, 2026 - 15:10 UTC
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Opayo (formerly SagePay)
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