Between February 1st, 2023 at around 06:15 UTC and February 2nd, 2023 at around 13:00 UTC, customers were unable to cancel their accounts. We were first alerted to this issue by customers reaching out to us.
The infrastructure responsible for handling customer account cancellations was migrated as part of our ongoing network upgrades. These migrations led to an unexpected connectivity issue when attempting to reach the endpoint responsible for account cancellations. This behavior resulted in the gateway timeouts customers would have encountered when attempting to close their accounts.
We applied a fix for this issue on February 2nd, 2023 at 12:47 UTC. Following the rollout of this fix, connectivity to the cancellation endpoint was restored.
We’ve implemented improvements to our monitoring for this endpoint to cover this type of failure condition in the future.