Trailblazer Autopay Incident Report

Payment Issue Summary

The Trailblazer Broadband New Customer Sign Up system improperly saved credit card information for new customer accounts that were created between 7/8/21 and 8/2/21. Customers who signed up for service using this system between 7/8/21 and 8/2/21 must re-enter their credit card information into the online Customer Portal in order for Autopay to work properly.

The Stripe Sign-Up flow launched on July 8th, 2021 incorrectly implemented the method in which customer credit card numbers were saved in Stripe. This resulted in a successful first charge for these customers, but a non-functioning Autopay system for these customers (due to payment methods not being properly attached to customers inside of Stripe). Due to PCI compliance limitations that apply to this situation, Stripe does not allow attaching these payment methods to customers in the Stripe system after the initial payment was collected.

FAQ:

What happened?
Our sign-up system improperly saved credit card information for new customer accounts that were created between 7/8/21 and 8/2/21.

Why did this happen?
Our signup system successfully charged customers for a one-time payment during sign-up, but did not properly save customer credit card information for future payments on internet service.

What is being done to fix this?
As of 8/3/21, our sign-up system has been updated to properly save credit card information for new customers who sign up on the Trailblazer Broadband website. Customers who signed up between 7/8/21 and 8/2/21 must re-enter their credit card information into the Trailblazer Broadband customer portal.

How does this affect me?
Customers who signed up between 7/8/21 and 8/2/21 must re-enter their credit card information into the Trailblazer Broadband customer portal.

Is my payment information secure?
Yes. Trailblazer Broadband adheres to the highest standards for security. Our strict adherence to PCI compliance standards requires that affected customers must re-enter their credit card information directly into our system so that it can be securely stored for future use.

What do I need to do?
Entering your payment information is easy. Just follow these steps:
Visit the Payments Page in the online Customer Portal: https://portal.trailblazerbroadband.com/crm/client-zone/settings/payments

    Sign-in with your Trailblazer Account
    Click “Add credit card” in the upper right
    Enter your payment information and click save

    What is Stripe?
    Stripe is our reputable 3rd party payments handler. Stripe handles secure payment processing for Trailblazer Broadband customers. You can learn more about Stripe by visiting their website: https://stripe.com.