Intermittent issue affecting UK users - Payroll Transfers

Update timeline

1. investigating Oct 20, 2026, 04:44 PM UTC

   We are investigating an issue affecting some customers in relation to payroll transfers Our immediate actions are: Temporarily disable payroll transfer functionality to prevent any further occurrences. This change is currently targeted for deployment this evening. Once we have an assessment of impact to customers, we will then contact them directly with individual communications and support provided where required. We will continue to update this page as our investigation progresses. If you have completed a transfer and need support then please raise a case with our Service Desk or contact us for support.

2. investigating Oct 20, 2026, 05:23 PM UTC

   A hotfix to temporarily disable payroll transfer functionality will be deployed at 22:00 UK time tonight while our investigation continues. In parallel, we are completing an assessment to identify any customers and employees impacted by this issue. Customers identified as affected will be contacted directly with further information and support. We will continue to provide updates on this page as investigation and customer impact assessment activities progress

3. investigating Oct 20, 2026, 05:57 PM UTC

   Our investigation into an issue affecting certain payroll transfers is continuing. We have identified a small number of customers who may have been impacted by the issue. Those, impacted customers will be contacted individually with further information and guidance. To prevent any further occurrences while investigations continue, a hotfix will be deployed at 22:00 BST this evening which will temporarily remove payroll transfer functionality. We continue to investigate the root cause and will provide further updates as more information becomes available.

4. investigating Oct 21, 2026, 08:58 AM UTC

   A hot fix was successfully deployed last night to temporarily disable the payroll transfer functionality. We will be making contact directly to any customers impacted by the observed issues and cases will be raised.

5. identified Oct 21, 2026, 04:20 PM UTC

   The immediate risk remains contained, with payroll transfer functionality temporarily unavailable. All customers with immediate October payroll deadlines have now been resolved or confirmed as not currently impacted. A permanent fix has been identified and is in development. All impacted customers have been contacted and appropriate fixes progressed.

6. identified Oct 22, 2026, 02:52 PM UTC

   The immediate risk remains contained, with payroll transfer functionality temporarily unavailable. All customers with immediate payroll deadlines have now been resolved. A permanent fix has been identified and is in development. Payroll transfers will remain unavailable while the solution is tested and validated.

7. identified Oct 23, 2026, 02:37 PM UTC

   Payroll transfer functionality remains disabled while we continue to progress and validate the longer-term fix. All customers with immediate payroll deadlines have been addressed. We will continue to provide updates as the permanent solution progresses through development and testing