Bank Feeds: Unable to connect 15/10/2019

[Steven_M]

Hi Everyone

Current Status: RESOLVED 15/10/2019 9:05 AM (AEST)

Products: AccountRight Bank Feeds

We are aware that clients are encountering errors when attempting to retrieve their latest bank feed transactions. Our team is looking into the cause right now and we realise how important it is to resolve it as quickly as possible.

We apologise for the inconvenience and thank you for your patience during this time

[Steven_M]

Hi Everyone

Our teams are continuing to work on resolving this particular situation and do understand the importance of resolving it as soon as possible.

We do appreciate your patience and understanding at this time.

[Theresa_D]

Hi Everyone

Our teams are still investigating this issue and working on a resolution.  We sincerely apologize for the time it has taken to resolve this and the disruption it has caused to your business operations and workflow. 

Updates to the status of this issue will be posted on this thread when available. Sorry again for the inconvenience.

[Suja_P]

Hi everyone,

We are so sorry the issue with Bankfeeds is still impacting you.

We know this has caused you significant frustration, and our are working diligently to find out why this issue is recurring.

We are truly sorry for the experience you’ve been having over the last few days and commit to providing you with an update at 9am tomorrow morning with our progress.

[Suja_P]

Hi everyone,

Bankfeeds is currently up and running and we are monitoring closely to avoid further dropouts.

Please do flag any issues you’re experiencing with us. 

[Suja_P]

Hi Everyone,

To close out the week we’d like to offer a sincere apology and thank you to our AccountRight customers.

While we managed to fix the issue affecting bank feeds late on Tuesday night the diagnosis and fix took longer than any of us would have liked. This is because the issue itself, which related to the memory in our database environment, was intermittent and therefore very difficult to diagnose.

Thank you again and please do be aware that we had teams on this one round the clock, and have put measures in place to prevent this happening again.