March 28 / April 1 2024 Incident

On March 28, 2024 and April 1, 2024, the Advanced Billing system encountered periods of degradation that affected a subset of subscriptions attempting to process during these periods of time. These periods were caused by server connectivity problems some of which were due to degradation on the part of third-party vendors. The main result of these periods of degradation were that subscriptions encountered processing errors. These errors halt the processing of the subscription in order for our team to manually review and ensure the renewal is handled correctly when the processing error is cleared. The period of degradation on March 28 also resulted in webhooks not firing for some subscriptions. Our Support team will reach out directly should your site have been affected by webhooks not triggering and provide next steps where necessary.  

The windows of these degradation periods are below for reference: 

  • 3/28/2024 6:05:32.030 AM -0500 - 3/28/2024 10:45:00.613 AM -0500
  • 04/01/2024  2:01 PM -0500 - 04/01/2024 2:06 PM -0500

We are happy to report that following these periods of system degradation, the Advanced Billing system is fully operational. Our engineers are actively working to remediate any processing errors that occurred for subscriptions as a result of these incidents. Once the processing errors are cleared, the subscriptions will resume processing as normal and bill for their renewal. 

No action is necessary to resolve these errors on your end unless our Sr. Product Support Consultant team reaches out directly. Should you have any questions or concerns, please contact our Support Team for assistance. 

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