Simbase incident
Invoicing issues for store orders and balance top-ups affecting US and CA customers
Simbase experienced a minor incident on October 6, 2026 affecting Dashboard and Store, lasting 3h 28m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 06, 2026, 04:00 PM UTC
We are currently investigating an issue with our accounting system that is affecting invoice generation and tax calculations for customers in the USA and Canada. All other regions are unaffected. This issue affects both orders placed on the store and balance top-ups on the platform. We urge customers in these regions to wait until this issue is resolved before placing orders on the store, as payments will need to be re-invoiced, taxes charged separately and these orders might also be subjected to delays. Furthermore, balance top-ups for US and CA customers will not be added to the balance until this issue is resolved. If you have auto-recharge enabled, service will not be disrupted and you will be billed at a later time.
- resolved Oct 06, 2026, 07:28 PM UTC
This incident has been resolved. Failed events have been re-queued, and all payments should be added to balances in a few minutes. Orders placed on the store during this incident are being reviewed for tax discrepancies, if you have been affected you will receive a follow up email on the same address specified for the order in the coming 24 hours.