Thomson Reuters incident
Failed to load account information. Please try again.
Resolved after 1 day 12 hours, affecting ONESOURCE Indirect Compliance (EMEA), on May 6, 2026.
The hotfix has been deployed. The Failed to load account information error is no longer being seen when launching Indirect Tax Compliance. Additionally, the tabs within Indirect Tax Compliance should no longer load blank pages.
Affected components
Update timeline
- investigating May 06, 2026, 08:33 AM UTC
We're aware of users facing an error of "Failed to load account information. Please try again." when launching ONESOURCE Indirect Tax Compliance. We're also aware of users facing blank tabs within ONESOURCE Indirect Tax Compliance. These issues are being investigated with a high priority by our Platform teams. Resetting the user via Administration > Edit > Product Permissions tab: Indirect Tax Compliance by one of the Platform administrators should resolve the issue. Please raise a case with support if the issue persists. Apologies for the inconvenience
- investigating May 06, 2026, 01:36 PM UTC
We are continuing to investigate this issue.
- identified May 07, 2026, 03:29 PM UTC
We have identified the underlying cause and have developed a code fix to address the issue. We plan to deploy a hotfix to Production for ONESOURCE Indirect Compliance (EMEA) at 21:00 IST / 16:30 BST. We will provide an update to confirm once the deployment is complete. Again, we would like to apologise for the inconvenience.
- monitoring May 07, 2026, 03:48 PM UTC
The hotfix has been deployed. The Failed to load account information error is no longer being seen when launching Indirect Tax Compliance. Additionally, the tabs within Indirect Tax Compliance should no longer load blank pages.
- resolved May 07, 2026, 08:48 PM UTC
This incident has been resolved.
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