[Notice] Server Error During the 10th Anniversary Tour <The DECADE> FINALE in SEOUL Merchandise Sale
2026.06.23 05:45
Hello, this is FANS.
First of all, we sincerely apologize for the inconvenience caused during the product purchase process.
At the start of today's product sale, a disruption in the payment gateway (PG) system prevented payment information from being properly synchronized, resulting in some order data not being processed by the FANS server.
The PG system issue has now been resolved, and we are currently working on restoring the affected order data.
Please see the details below.
[Issue Details]
Payment was successfully completed, but the order or payment history is not displayed in MY FANS > Order/Delivery History.
Order status was not updated due to a failure in processing order information.
[Actions Taken]
The PG system issue has been resolved and payment services have been normalized.
An order recovery script is currently being executed to restore affected order data.
Orders that can be successfully recovered will be processed sequentially.
Orders that cannot be fulfilled due to reasons such as insufficient inventory will be refunded sequentially.
[Important Information]
1.
If your payment was completed but your order does not appear in the FANS app
Your order information has been delayed due to the PG system issue.
Order recovery is currently in progress, and you do not need to place a new order.
1.
If your order can be successfully recovered
Your order will be restored and processed based on the completed payment record.
Once the recovery process is completed, the order will be visible in your Order/Delivery History.
1.
If your order cannot be processed after recovery
In some cases, order recovery may not be possible due to circumstances such as inventory being sold out after the incident occurred.
In such cases, the full payment amount will be refunded.
Refund processing times may vary depending on the payment method and the policies of the payment gateway provider.
We will provide an additional update once the order recovery process has been completed.
We sincerely apologize again for the inconvenience and appreciate your patience and understanding.
We will continue to do our best to provide a more stable and reliable service.
Thank you.