Incident Summary
On September 16, 2026, our team carried out scheduled monthly system maintenance during a planned window of 03:00–05:00 (Asia/Riyadh). The maintenance took longer than planned because of an unexpected technical issue in our automation.
After the planned window closed, some customer transactions experienced errors. Normal performance returned at 05:48, and the issue was fully resolved by 05:58. No customer data was lost or compromised.
Root Cause
An unexpected technical issue disrupted part of the maintenance process partway through. This was a new type of issue our team had not encountered before on this system. Because the affected portion of work could not resume from where it stopped, it had to be repeated in full, which used up the remaining time originally planned for the maintenance.
Timeline (Asia/Riyadh)
03:00: Maintenance window begins
03:05: Maintenance work starts
03:39: Work is disrupted by a technical issue
04:00: Affected work restarted from the beginning
04:45: Work completes, system update begins rolling out
05:00: Planned end of maintenance window, rollout still in progress. Team detects service issues and declares an incident
05:16: System update rollout completes
05:48: Normal performance resumes
05:58: All services confirmed fully operational, incident resolved
Planned Actions
Our team has already put a fix in place to prevent this type of issue from affecting future maintenance.
We sincerely apologize for the disruption this caused. We remain committed to completing maintenance on schedule and to identifying and resolving issues like this more quickly going forward.