Balance fluctuation

As per observations, a few of our customers experienced a balance fluctuation around 02:00UTC on March 30, 2023.

Preliminary investigation has concluded that the issue arose due to the database consistency algorithm failing to account for the spend for two particular days, i.e. March 20th and 24th.

Analysis of the balance graphs have confirmed our assumptions.

The latest execution of the database consistency algorithm succeeded to correct this inaccuracy in calculation. Your present balance is accurate and we have confirmed so by re-analysing CDR data.

A very limited number of customers were affected due to this issue.

In case you're among these few affected customers you should be able to observe an unexpected increase in balance on the 20th and 24th March around 02:00 UTC.

There have been no disruptions in operations for any of our customers. As a precautionary measure, we've applied a temporary debit limit for any customers whose servers expired and reactivated them.

We're setting up new alerts for such issues to ensure these do not recur in the future.

In case you still have any doubts or would like to go through the CDR records to confirm your correct balance, please feel free to reach out to us. We request you to confirm if you were affected before reaching out to us.

You may do so by checking if you had an increase in balance on the 20th and 24th of March, 2023.

We offer sincere apologies for the worry and any inconvenience we have caused you!

Dear Customers,

We have noticed some balance fluctuation with some of the accounts.

We are investigating the cause of this problem.

We will keep you informed of progress.

Regards,

The ConnexCS Team