Service Status Update: Account Data Processing Delay (January 6, 2026)
What Happened
On the morning of January 6, 2026, our platform experienced a delay in the standard start-of-day data synchronisation process. This was caused by a temporary resource constraint within our processing environment, which prevented the internal jobs responsible for updating account balances and positions from initialising at their scheduled time.
Upon identifying the capacity issue, our engineering teams manually adjusted system resources to allow the processing to begin. However, the initial recovery attempt encountered a synchronisation timeout, requiring a secondary re-run of the update job to ensure complete data accuracy. The process was successfully completed, and all systems returned to a healthy state by 06:44 AM ET.
Impact
The delay primarily affected the visibility of up-to-date account information for our partners and their end-users.
- Data Accuracy: Users may have seen delayed updates to their account balances, holdings, and recent transaction history.
- Transaction Processing: Some users may have encountered "insufficient balance" errors during fund transfer attempts, as the system was awaiting the finalised balance updates from the previous business day.
- Data Integrity: We can confirm that no data was lost and all funds remain entirely secure. This was a processing delay only, and all account activities have since been reconciled correctly.
Resolution
Our technical team took the following immediate actions to resolve the incident:
- Capacity Expansion: At 04:10 AM ET, we manually increased the available system capacity to bypass the resource bottleneck and allow the pending tasks to execute.
- Job Restoration: After the initial job timed out, we initiated a controlled re-run of the entire start-of-day sequence to ensure every account was accurately updated.
- Final Verification: We conducted a full audit of account balances and positions to confirm that all data was synchronized and the service was fully restored by 06:44 AM ET.
Preventative Measures
We are committed to maintaining the highest levels of reliability for our partners. To prevent a recurrence, we are implementing the following improvements:
- System Capacity Review: We are auditing our resource allocation policies to ensure that core financial processing tasks always have priority and cannot be delayed by auxiliary or non-critical system activities.
- Resilience & Monitoring: We are enhancing our automated alerting for "pending" internal tasks to identify and resolve resource constraints before they impact the start of the business day.
Process Optimization: Our engineering team is optimizing the timeout thresholds and retry logic for long-running data jobs to ensure more resilient performance during peak processing windows.