Resolved: Issues with account creations

Update timeline

1. investigating May 13, 2026, 03:29 PM UTC

   We are currently experiencing some technical issues with account creations which are being investigated. This may also mean that password resets will be impacted. We will share further updates soon and apologise for any inconvenience caused by this issue.

2. investigating May 13, 2026, 03:52 PM UTC

   This issue has been caused by one of our suppliers, we are working with them to resolve this. The issue looks to have started around 10pm 12th May and is still on-going. We will share further updates when they become available to us and apologise for any inconvenience this has caused.

3. identified May 14, 2026, 07:58 AM UTC

   Accounts that have been created since 21:30 on Wednesday evening (13th May) should be working as normal. For accounts created between these dates we are still working to get them available for use: • Start: 12/05/2026 21:56 • End: 13/05/2026 21:30 We apologise for any inconvenience caused by this issue.

4. identified May 14, 2026, 04:42 PM UTC

   Accounts created between these dates should now be working/available for use: •  Start: 12/05/2026 21:56 •  End: 13/05/2026 15:30 Work on the accounts created between 15:30 until 21:30 13th May is still on-going.

5. monitoring May 15, 2026, 09:32 AM UTC

   Accounts created between these dates should now be working/available for use: •  Start: 13/05/2026 15:30 •  End: 14/05/2026 00:00 These 2 batches should mean we have covered the outage period now. No further action remaining. We apologise for the delay and inconvenience caused.