Firm and Client Users Unable to View Some Data Fields in Respective Portals

Update timeline

1. identified Jul 18, 2023, 06:38 PM UTC

   What Happened? Some firm and client users are running into issues viewing data in their respective portals. Our team has identified the issue and is working on implementing the solution immediately. We will update you know as soon as we have the resolution and preventative measures in place for the future. If you have any questions in the meantime, please email [email protected]. Thank you so much for your patience.

2. monitoring Jul 18, 2023, 08:06 PM UTC

   What Happened? Some firm and client users were running into issues viewing data in their respective portals. Our Commitment: Our engineering team has resolved this issue for the majority of firm users and for all client users. Please know, there is a small subset of firm users that are still running into difficulties viewing the data in the payment plans tab currently. Once this is fully resolved for the firm users affected by the lack payment plan data visibility, we will send out a final update. Our team is available for assistance to both clients and firm users, and we sincerely apologize for the inconvenience this may have caused. If you have any questions, please email [email protected]. Thank you for your patience.

3. resolved Jul 19, 2023, 01:51 PM UTC

   What Happened? After some firm and client users were running into issues viewing data in their respective portals, the payment plans table was temporarily unavailable for a subset of firm users to view. Our Commitment: Our engineering team resolved this issue yesterday evening and have been monitoring since. Our team is evaluating the subservice vendor from where the issue stemmed to get ahead of any future issues. We sincerely apologize for the inconvenience this may have caused. If you have any questions, please email [email protected]. Thank you for your patience.