Errors Loading Reconciliations and Folders pages

Update timeline

1. investigating Sep 15, 2025, 04:04 PM UTC

   Customers are currently receiving "We're sorry—something went wrong" error messages when loading the Reconciliations and Folders pages, making those pages unavailable.

2. identified Sep 15, 2025, 04:14 PM UTC

   The cause of the errors has been identified, and we are working on a fix. We can also confirm that this outage is only impacting customers on our US Database; the EU and APAC databases are not affected.

3. resolved Sep 15, 2025, 04:20 PM UTC

   We have released the fix for this issue, and the Folders and Reconciliations pages are now loading successfully. We are continuing to monitor to ensure successful performance, and a root cause analysis will be posted here once it is available.

4. postmortem Oct 15, 2025, 05:00 PM UTC

   The disruption was caused by a version incompatibility between a few different components of the application. Certain parts of the application were upgraded to a newer framework version before other related parts of the application, and this resulted in the separate parts of the application not communicating correctly with each other, manifesting in the errors experienced in the application front end. This was resolved by creating version parity again and introducing additional guardrails to the version release process to prevent this from occurring again in the future.