Connect PDF Report Generation Delays Causing Intermittent Timeouts

Update timeline

1. investigating Aug 07, 2026, 11:55 AM UTC

   Dear Customer, We are sorry to inform you that some customers may currently experience delays or intermittent timeout errors when requesting Credit Reports in PDF format through Connect. Our teams have identified the cause of the issue and are actively working on a resolution. A fix is currently being validated before being deployed to our live environment. While some PDF requests continue to complete successfully, others may take longer than expected and could time out depending on individual integration settings. We will continue to provide updates via our status page and notify you as soon as the issue has been fully resolved. There is no need to contact us by telephone or email unless your case is urgent. We sincerely apologise for any inconvenience this may cause and thank you for your patience while we work to restore normal service. Kind Regards The Creditsafe Team

2. monitoring Aug 07, 2026, 12:45 PM UTC

   Dear Customer, We are pleased to confirm that the issue affecting PDF Credit Report generation through Connect has now been addressed. Following the implementation of the fix, testing has been completed successfully and PDF generation times have returned to expected levels. Our teams are continuing to closely monitor the service to ensure stability before formally closing the incident. At this time, no further customer impact has been identified. We will continue monitoring for a further period and, provided service remains stable, we intend to close the incident shortly. We would like to thank you for your patience and understanding while we worked to resolve this issue. Kind Regards The Creditsafe Team

3. resolved Aug 07, 2026, 01:45 PM UTC

   Dear Customer, We would like to apologise for the technical difficulties you may have experienced when requesting Credit Reports in PDF format through Connect. We are pleased to confirm that these issues have now been fully resolved and service has returned to normal operation. Following the implementation of a fix, extensive testing and monitoring have been completed, with PDF generation and retrieval performing at expected levels. No further customer impact has been identified. We understand that our customers work under demanding timelines and that interruptions to service can have a direct impact on business operations. We appreciate your patience and understanding while our teams investigated and resolved the issue. At Creditsafe, we take great pride in the reliability and availability of our services. Whilst service has now been restored, we will continue our review through our incident and problem management processes to identify any further improvements that can be made to minimise the risk of similar issues occurring in the future. On behalf of the Creditsafe team, we would like to apologise for any inconvenience this incident may have caused. We value your business and remain committed to delivering high-quality products, services, and customer support. Kind Regards The Creditsafe Team