One merchant's order webhooks stopped arriving and the worker logs the same error forever

Component: Webhooks (support's guess) · Linked: PAY-2331 (receiver TLS errors, closed, different merchant)

From: Kenji Mori, operations, Sakura Stationery · Received: Fri 24 Oct, 8:40 am (Tokyo)

Since Thursday morning our shop has not received any order notifications from Paylane on the order-sync address. Payments still go through and I can see the new orders in the list when I ask the API for them, so the money is fine, but our warehouse sheet is not updating and the team is entering orders by hand. The endpoint that posts into our chat channel works normally, we see every new payment there within seconds. We did not change anything on our side except that our hosting company moved us to a new server last week. Someone on our team thinks Paylane may be rate limiting us. Please fix it and tell me if we lose any of the missed orders, we have about 140 since Thursday.

Kenji

Support note (Aiko, tier 2): I can see the events for those orders in the account. I could not find any failed delivery for that endpoint on our side, which is odd, I would expect failures if their server was rejecting us. I asked engineering for the worker log for the time window (attached). Rate limiting is not something we do for webhooks, as far as I know. Their old hosting move may have changed their firewall, I suggested they check that.

Attachments: attachments/paylane-worker-2026-10-22.log (45 minutes of the application log, Wed night UTC).

Ask: Make the missed notifications get delivered, and make sure one endpoint in this state cannot go on quietly like this for any merchant. Do not change what already works for the endpoints that are fine.