Service update — Order processing & account sync

January 20, 2026

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What happened (short):A background database process created by a price-update job held an open transaction for an extended period. That blocked the database from cleaning up a very busy internal table, causing worker backlogs. As a result some orders and account updates were slower or intermittently timed out.

Impact:

• Slower order responses and occasional timeouts for a subset of customers.
• Delays in account balance refreshes and transaction visibility.
• No data was lost — all funds, transactions and records remained secure.
  

What we did:

• Stopped the offending background work, killed the long-running transaction, and manually cleaned the affected table.
• Performed a rolling restart of worker and order-processing services to clear stuck processes.
• Restored normal processing and cleared the backlog. Services were healthy again later that morning (all backlog processed).

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Why this won’t happen again (actions): Immediate

• Added transaction timeouts for database access at the application level.

Short/medium term

• Paused a non-critical job which had resulted in resource contentions; this will be re-enabled only once this issue is resolved.
• Improve alerting/handling for long-open transactions and failed database cleanups so we can act earlier.

Long term

• Review and tune database maintenance settings so write-heavy tables are protected.
  

Our commitment:We apologize for the disruption. We’ve taken steps to fix the immediate problem and are implementing monitoring and architectural changes to reduce the chance of recurrence. If you’d like additional detail or a technical appendix, we’re happy to share it.