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Oct 14, 2026 7:41 AM PDT

Account Reactivation Failure: Missing Service Mappings in CSR

Updates

  • Oct 15, 2026 11:24 AM PDT

    This incident has been resolved.

    Resolved
  • Oct 14, 2026 7:41 AM PDT (1 day, 3 hours, and 42 minutes earlier)

    Reactivated customer accounts fail to load services in CSR due to 404 errors in the account-company-mapping service. Users cannot login until manual subscription refresh is performed. All reactivating customers affected since Mitigation Update

    • Action Taken: We utilized the TRX UI tool to manually resubmit the failed Salesforce-to-CSB sync transactions for the affected accounts.
    • Why it Worked: The underlying Postgres database lock that caused the initial callout timeouts had cleared, allowing the manual retries to insert successfully.
    • Current Status: Retries are processing successfully. We have validated that affected accounts are now correctly updating to 'Active' status in downstream systems (CSR pages and DAT Rep), breaking the reactivation loop.
    • Next Steps: We are currently clearing the remaining backlog of failed sync records in the queue to fully resolve the issue for all impacted customers. 13 accounts are left in SF.
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