Refresh not complete at 07:00
Ticketclosed
Veldmaat Payments · Refresh not complete at 07:00
Refresh not completing by 07:00 multiple times since 19 Jun 2026, with sync process degrading. By 22 Jun 2026, Bethan Lister escalated to platform engineering with root cause investigation ongoing.
What happened
What this says
As at Fri 9 Oct 2026Refresh not completing by 07:00 multiple times since 19 Jun 2026, with sync process degrading. By 22 Jun 2026, Bethan Lister escalated to platform engineering with root cause investigation ongoing.
Problem: Sanne Bakker first reported the refresh incomplete by 07:00 on 19 Jun 2026, noting it was the second incident that week. The sync process started at 06:00 but did not complete by 07:00, affecting merchant data.
Handling: Bethan Lister requested sync logs and identified a clear slowdown in the sync process, escalating to platform engineering on 19 Jun 2026. Logs showed increasingly longer processing times. By 22 Jun 2026, another failure occurred and Sanne escalated frustration, marking it critical.
Watch: Repeated sync slowdowns indicate either a BG-Demo issue or a customer-side bottleneck. Root cause investigation is essential to prevent churn.
Details
Updated 9 Oct 26Trail
- Public reply · Bethan Lister 19 Jun 2026 13:40I've picked this up, Sanne. I'm checking our side now. Can you share the sync logs from this morning so I can see what's happening?
created · Sanne Bakker 19 Jun 2026 14:18Refresh not complete at 07:00 again. This has happened multiple times recently. Connectors loading but sync process not completing on time. Affects merchant data freshness. Urgent resolution needed.- Public reply · Sanne Bakker 19 Jun 2026 16:09Logs attached from this morning's refresh window. Connectors loaded on schedule. Sync process started at 06:00 but did not complete by 07:00. This is the second incident this week.
- Public reply · Bethan Lister 19 Jun 2026 17:17Thanks for the logs. I've compared today's run with yesterday's and there's a clear slowdown in the sync process. Escalating to platform engineering right now to investigate the root cause. I'll update you within a business day. Thanks, Bethan
- Internal note · Bethan Lister 22 Jun 2026 10:12Sync process performance degrading over past few days. Logs show increasingly longer processing time. Escalated to platform engineering for root cause analysis.
- Public reply · Sanne Bakker 22 Jun 2026 16:47Refresh failed again this morning. Not complete at 07:00. This is critical for our operations. What is the status on the fix?
- Status change · 26 Jun 2026 23:59