DAT Solutions Internal

Updates

• Jul 6, 2026 2:13 PM PDT

  Multiple reports indicate that customers successfully completed self-service reactivation payments, but the account reactivation did not complete as expected. Not resolved yet.

  What the provided report shows
  - Status: started
  - No resolution or root-cause identified
  - Action items exist, all unassigned with medium priority
  - Schedule Post-Incident Review (PIR) meeting
  - Ensure PIR document is complete and up to date
  - Capture current impact to customers
  - No follow-ups recorded

  Recommended next steps
  - Assign owners to the three action items and set due dates
  - Schedule a PIR meeting (e.g., within the next 1–2 days)
  - Complete the PIR document with incident timeline, impact, contributing factors, and proposed preventive actions
  - Collect and document current customer impact (number of affected accounts, revenue impact if available, service-level effects)
  - Begin a root-cause investigation (start with possible payment self-service flow issues, backend reconciliation, and any async processing)
  - Prepare a communication plan for customers and internal stakeholders

  Would you like me to create these tasks in Rootly, assign owners, and schedule the PIR meeting? If yes, please provide:
  - Who should own each item (or should I assign to on-call / incident lead)
  - Desired PIR date/time
  - Any initial root-cause hypotheses you want documented

  Current context note: inc-1316 (Delays in reactivations after successful self-service payments) remains open until these follow-ups are completed.

  Resolved