PocketSmith incident

New bank feed connections unable to be added

Critical Resolved View vendor source →

PocketSmith experienced a critical incident on February 4, 2021 affecting Feeds, lasting 3d 19h. The incident has been resolved; the full update timeline is below.

Started
Feb 04, 2021, 12:54 AM UTC
Resolved
Feb 07, 2021, 08:28 PM UTC
Duration
3d 19h
Detected by Pingoru
Feb 04, 2021, 12:54 AM UTC

Affected components

Feeds

Update timeline

  1. identified Feb 04, 2021, 12:54 AM UTC

    We've been alerted of a problem with adding new bank feed connections, and have identified it as being caused by an issue with our provider. We're now in touch with them to get this resolved, and will provide updates here as they come to hand. Other bank feed actions aside from adding new connections should be unaffected.

  2. identified Feb 04, 2021, 01:10 AM UTC

    Our providers have acknowledged the problem, and are currently working on a fix. We hope to have more information soon!

  3. identified Feb 04, 2021, 03:08 AM UTC

    We're sorry to say that this problem is still occurring. We'll update here when we know more. Thanks for your patience!

  4. identified Feb 04, 2021, 04:44 AM UTC

    This continues to be problem, and new bank feed connections are still not able to be added. We're following up with our provider for an ETA on when they expect the problem to be fixed. We're sorry for the inconvenience, we'll update as soon as we have more information.

  5. identified Feb 04, 2021, 07:41 AM UTC

    Our provider has confirmed that a fix has been applied, however it'll still take 2-3 hours before things return to normal, while the fix is propagated throughout their systems. We'll keep on eye on things this side, and will provide an update as soon we've seen that bank feed connections can be added again. We appreciate your patience.

  6. identified Feb 04, 2021, 01:35 PM UTC

    Unfortunately, the fix has not worked for PocketSmith yet. We're following up with the provider now to get an update.

  7. identified Feb 04, 2021, 09:17 PM UTC

    We're sorry to stay that the fix is *still* not working. Appreciate all of your patience, will provide an update when we hear more information.

  8. identified Feb 05, 2021, 02:21 AM UTC

    We're afraid that this issue is still ongoing, and means you won't be able to either add new connections, nor update your credentials for older connections either. Our provider has confirmed now that this issue is also related to hardware problems on their end too, and they're working with their own provider to get this resolved. We'll continue monitoring and providing updates here when they become available. Thanks again for your patience.

  9. monitoring Feb 05, 2021, 04:21 AM UTC

    The fix is now working for PocketSmith. New bank feed connections can be added again, and credential updates are able to be processed too. We strongly suspect everything is now back to normal, but we'll keep monitoring things for a few hours before calling this incident resolved. Thanks for your patience while this was figured out!

  10. resolved Feb 07, 2021, 08:28 PM UTC

    Bank feed addition is back to normal, though we experienced another bank feed outage since: https://status.pocketsmith.com/incidents/ql3n9rpk9mh6.