INC226167 - UM Security Officer and BUA admins updates to users temporarily unavailable

Update timeline

1. identified Aug 13, 2026, 06:51 PM UTC

   Central 1 is aware of an issue that has temporarily caused User Management Security Officers and Business User Admins to lose their access privileges today. Our team has identified the root cause and is actively working to restore the affected permissions. At this time, regular users are not affected and can continue using the system as usual. If you require any urgent user access changes while Security Officer privileges are unavailable, please get in touch with our Support team, and we will work with you to address those requests. We will provide our next update by 10:00 a.m. PT (1 p.m. ET) on August 14, 2026, or sooner if the issue is resolved. We apologize for any inconvenience and appreciate your patience as we work to resolve this issue. Central 1 - [email protected] - 1.888.889.7878 Option 1

2. identified Aug 14, 2026, 03:45 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Aug 14, 2026, 03:47 PM UTC

   As a follow-up to our previous notification, we would like to provide additional clarification regarding this incident. The issue is related to a delay in a background synchronization process. While Security Officers and MemberDirect Business User Administrators can continue to grant application permissions through User Management (UM) or MDB User Admin (BUA), and those changes appear to complete successfully, the corresponding permission updates are not currently being synchronized as expected. This delay does not affect: * Password changes, which take effect immediately. * Changes to a user's Active/Inactive status, which also take effect immediately. We anticipate the synchronization process will catch up by the end of the weekend. Once synchronization has been fully restored, any permissions granted yesterday, today, or over the weekend will be applied and reflected in users' accounts. We will provide our next update by 10:00 a.m. PT (1 p.m. ET) on August 17, 2026, or sooner if the issue is resolved. We apologize for any inconvenience this may cause and appreciate your patience.

4. identified Aug 17, 2026, 04:45 PM UTC

   We are actively working to finalize the planned synching updates for the User Manager (UM) and Business User Administrator (BUA) tool. While progress is being made, the implementation is taking longer than expected. We sincerely apologize for any inconvenience this may cause and appreciate your understanding. If you have an urgent request, please reach out to Support for immediate assistance. We will provide our next update by 10:00 a.m. PT (1 p.m. ET) on August 18, 2026, or sooner if the issue is resolved. Central 1 - [email protected] - 1.888.889.7878 Option 1

5. resolved Aug 17, 2026, 11:30 PM UTC

   After thorough investigation and remediation efforts, this incident has been resolved. User Management (UM) Security Officer and Business User Administrator (BUA) permissions have been fully restored, and the synchronization process is now operating as expected. Any pending permission updates have been successfully processed and reflected in user accounts. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience and understanding while we worked to restore service.