Payment system disruption: reassuring customers
In the event of a major disruption to payment systems, customers are immediately left high and dry. CrisisRadar helps banks to reassure customers quickly and keep the regulator and the press clearly informed.
What happens
Due to a technical issue, online banking is no longer working and payments are failing. Customers cannot use their debit cards, make bank transfers or check their balances. This is causing disruption in shops and at checkouts, and the volume of enquiries to customer service is rising rapidly.
Many questions and complaints are appearing on social media, and some of the posts are inaccurate. The bank must quickly let people know what is going on, what customers can and cannot do at the moment, and when there will be further updates. At the same time, the regulator and the press want reliable, up-to-date information.
From alert to clear communication
An overview of the impact
Keep track of alerts, social media and news about the disruption all in one place.
Reassuring customers
Quickly and clearly explain what’s going on and what customers can do now.
Supervision and the press at
Keep the regulator and the press informed with the same, up-to-date information.
See it in practice
A brief walkthrough of a payment services disruption in CrisisRadar: from the situational picture and the facts to response plans, business continuity and communication with customers and the supervisory authority.
How this scenario looks in CrisisRadar
Real screens from a payment services disruption in CrisisRadar: from situational assessment and restoration to communication with customers and the supervisory authority.
One situational picture for the entire team
Title, status, phase and the key message in a single overview. Management, IT, payment experts, customer service and communications work with the same information.
Recording and weighing the facts
Confirmed and uncertain facts with their source: whether the cause lies in the core banking system or in the external payment infrastructure, and what is still working.
Roles, permissions and external parties
Your own crisis team plus external partners such as the IT recovery service provider and the payment infrastructure, with secure, temporary access.
Response plan by phase
The payment services outage response plan by phase: from detection and failover to an emergency procedure for urgent payments and controlled restoration.
One message to all audiences
A key message, a reassuring message to customers and a report to the supervisory authority, ready to share.
Public status page
Customers follow the current status and what is and is not working on your own, recognisable page with a unique link.
Ready for DORA and financial supervision
Banks fall under DORA and the supervision of DNB and the AFM. In the event of a major ICT incident, reporting deadlines apply. CrisisRadar helps you make the report on time and inform the chain properly.
DORA reporting obligation
You report a major ICT incident to DNB: an initial notification, intermediate updates and a final report. CrisisRadar tracks which step is due when.
Payment services continuity
Restore in accordance with your continuity plan with RTO/RPO and an emergency procedure for urgent payments; record the choices and the chain information.
Data breach within 72 hours
If personal data are involved, you report the data breach within 72 hours to the Dutch Data Protection Authority.
Critical Entities Resilience Act (CER)
Since 15 August 2026, banks are also a critical entity under the CER Directive: alongside cyber, physical and all-hazards resilience also count. Carry out a risk assessment, take resilience measures and report a significant disruption of your service within 24 hours to the competent authority.
Who collaborates in this scenario
CrisisRadar brings all the parties involved into line, with a single shared situational picture.
- Keeping customers informed quickly and accurately
- Less pressure on customer service
- Regulatory authority and the press to be informed in good time
- Less anxiety thanks to calm, clear communication
Well prepared for this scenario?
In a short demo we show you how CrisisRadar helps, from preparation to the first minute of the crisis.