Erroneous Account Suspension
Incident Report for Radio Mast
At approximately 7:00pm EST, a small number of user accounts received an erroneous low balance notification and were subsequently suspended. Our engineering team responded and reactivated the affected accounts within 15 minutes and fixed the underlying issue that caused the suspensions, and restored full service to all affected accounts.

The underlying issue was triggered by upgrade to our billing system, which flagged a small number of past unpaid invoices under $1 which were created by our billing system during the transition from trial to paid accounts. During the upgrade process, we intended to close these outstanding invoices but this process failed and we are investigated the steps that lead to this.

We apologize for the impact this had on our broadcasters. If you have any questions or concerns, please contact our support team and we'd be happy to help.
Posted Jul 28, 2021 - 19:46 EDT
This incident affected: Streaming Network, Monitoring, Cloud Transcoder, Remote Encoder Management, Analytics, Website, and Control Panel.