Overview
All currently reported bugs and known issues are tracked in the 🕵️ Customer Support Issue Watch List in Notion. That doc is the single source of truth for any active issue impacting customers or agents. The list below mirrors it, organized by product area so you can jump straight to the category matching a customer's symptom — it's refreshed periodically and may lag Notion by a few hours.
Agents should refer to the Watch List before escalating, reporting, or troubleshooting an issue that may already be known.
📌 Important: When a bug is reported and a ticket intake has been created, the Linear ticket number should be linked to the corresponding ticket. Once a ticket intake exists for an issue, there is no need to continue to escalate.
If the customer's issue matches one of the bugs below, set the ticket to On Hold and inform the customer that the issue is known and currently being reviewed by our technical team. Refer to Communication if Escalating as a Bug.
If they ask further when it will be fixed, let them know that we don't have an exact timeline for when it will be resolved but will provide updates as soon as more information becomes available.
When to Check the Watch List
Reference the list anytime you encounter or hear about an issue that might already be tracked. Common scenarios:
- Before reporting a new bug, to check if a ticket intake has already been created
- When troubleshooting a customer issue that seems unusual or unexpected
- When a customer mentions a problem that could be a known issue
- When a teammate flags something that may relate to an existing ticket intake
What to Do When an Issue Matches
If a customer's issue matches one of the bugs below:
- Set the ticket to On Hold
- Inform the customer that the issue is known and currently being reviewed by our technical team. Refer to Communication if Escalating as a Bug for suggested wording.
- If the customer asks when it will be fixed, let them know we don't have an exact timeline for resolution but will provide updates as soon as more information becomes available.
Reporting a New Bug
If the issue is not already listed below, follow the standard bug reporting process to create a new ticket intake:
New issues need to be submitted through the Bug Reporting Process so a ticket intake can be created, the issue can be triaged, and it can be added to the Watch List.
Current Active Issues, by Category
Find the category matching the customer's symptom, then expand an issue for the full summary, root cause (if known), and latest update. Sorted by priority within each category.
Payment (21 active)
HIGHIN REVIEWINTAKE-236 — Loan - PAIDOFF status loans retaining pending/scheduled payments
Multiple customer loans show a paidoff status while still carrying one or more pending payments in a scheduled state; in confirmed cases the same payment appears as Completed and still scheduled, creating risk of duplicate processing.
Latest update: [2026-06-08] This issue along with INTAKE-234 and INTAKE-212 should all relate to the same underlying cause.
HIGHIN REVIEWINTAKE-234 — Loan still active after payments completed, ACH payment still processing
Customer has all 4 payments transacted to pay off the loan, but the 3rd repayment shows as in processing and the loan is still marked active.
Latest update: [2026-06-08] This issue along with INTAKE-236 and INTAKE-212 should all relate to the same underlying cause.
HIGHBACKLOGINTAKE-261 — Loan Payments – Last 2 payments showing as "failed" on IAM despite successful completion
Customer completed all 4 loan payments, but the last 2 are showing as "failed" on IAM despite successful completion.
HIGHIN PROGRESSINTAKE-272 — Enable Hardship Extension for in-progress Money Order payments (root-cause fix)
Hardship extensions can't currently be applied correctly to loans paid by Money Order once a payment is already In-Progress, since MO payments move into that status ahead of the actual due date. This is a root-cause fix following the manual workaround done for INTAKE-258.
HIGHTODOINTAKE-283 — Loan — Suspended Payments Cannot Be Rescheduled After Re-authorization: "Error Setting Payment Dates" Persists (NC)
Two North Carolina customers had suspended payments re-authorized via URA, but agents still can't reschedule payment dates in IAM - one case also shows an incorrect $0 balance blocking further payment.
MEDIUMIN REVIEWINTAKE-131 — Loan - Outstanding Balance Still Not Zero After Full Payment Applied and Loan Marked as Paid-off
Customer sent a $120 check payment for the loan; outstanding balance still not zero.
Latest update: [2026-06-23] Remediation work is underway and I will keep you posted on progress.
MEDIUMIN REVIEWINTAKE-212 — The loan payment was marked as late due to representation
Customer's payment that was made on time on 05/07/2026 was marked as late on 06/18/2026 due to the representation.
Latest update: [2026-06-05] We linked Incident #3155504 because a representment was made to the account even if the customer already completed the four repayments, causing the loan to stay active.
MEDIUMIN REVIEWINTAKE-233 — Loan - Error Message when Attempting to Update Customer Payment Date
A payment reschedule requested via Max was confirmed but never applied; since then 3 agents and a super admin have been unable to update the payment date, all attempts failing with an error message.
Latest update: [2026-06-24] I think the idea would be to surface an expected result when we hit an error, so that I could build branching paths to properly handle such errors (most likely would be escalating the ticket).
MEDIUMBACKLOGINTAKE-231 — IAM Not Reflecting Correct Payment/Money Order Date After Backdating — invalid date_paidoff & Credit Reporting issue
After backdating a check/money-order payment per process, IAM does not reflect the correct payment date, producing an invalid date_paidoff error and a credit reporting issue (tradeline will not be reported).
Latest update: [2026-06-23] Request with LMS team is still in the backlog as they have been focusing on fixing and remediating issues related to loanStatus and completed payments.
MEDIUMIN REVIEWINTAKE-232 — Loan - Status Remains "Active" After All Payments Show "Completed" (Interchange Payment Method)
4 customers report their loan still displays as Active despite all payments showing Completed; all confirmed cases used a debit card (interchange) payment method.
Latest update: [2026-06-23] 3 of the 4 original examples have been remediated and show as being paidOff now.
MEDIUMIN REVIEWINTAKE-237 — Loan - Rescheduled payment date incorrectly displayed as failed payment date
Customer complained they were not warned of late payment reporting; their app messaging showed the payment as failing on a future date (6/11) when it actually failed on 5/26, and message logs indicate no failed-payment notification was sent.
MEDIUMTODOINTAKE-254 — IAM — Unable to Apply Hardship Plan on Suspended Loan: "applyReliefPlan Not Allowed on Suspended Loan"
Agents are unable to enroll a customer in a hardship plan via IAM.
MEDIUMTODOINTAKE-258 — Loan - Unable to Update Payment date when customer is on Money Order - "Unable to complete the request at this time" error message.
Customer revoked ACH and requested a hardship relief plan, but agents are unable to update payment dates in IAM to provide a 60-day extension while the customer is on Money Order.
MEDIUMTODOINTAKE-273 — IAM - update payments tab UI
The LMS team is requesting a redesign of the IAM payments tab UI, which is currently difficult for users to read and understand; a sample design has already been proposed.
MEDIUMIN PROGRESSINTAKE-284 — Loan — Automated Delinquency Emails Sent to Customer After Loan is Fully Paid Off
A customer whose loan was fully paid off with a $0 balance still received two automated delinquency notices incorrectly stating the loan was 49 and then 56 days past due, despite all payments being completed on time.
LOWTODOINTAKE-245 — Change Payment Date AOP tool - Fix payment-tool output schema to always return structured JSON and reduce number of errors being produced
When a customer asks to change their payment date, Max's behind-the-scenes payment tools (check_new_payment_date_eligibility_v2 and check_existing_payment_v2) sometimes return empty or unexpected output; fix the payment-tool output schema to always return structured JSON and reduce the number of errors produced.
LOWIN REVIEWINTAKE-172 — 25-09-10: Misleading emails after ACH revocation
During a review of customers who revoked ACH authorization for payments, it was observed that misleading messaging was sent to customers, even after it was confirmed their ACH authorization had been revoked.
Latest update: ETA 2026-07-10
LOWBACKLOGINTAKE-278 — System Block for Converting Delinquent WA State Loans to WA Hardship Installment Plan
Washington state law requires borrowers to request a hardship installment plan conversion before their loan becomes delinquent, but the system currently still allows that conversion after the loan is past due. The request is to block WA installment plan conversions once a loan is delinquent, without affecting the separate Possible 60-day hardship extension.
BACKLOGINTAKE-27 — Rebate Fee Sooner
Billing period handling for fee rebates: pay as normal in period 1, rebate in period 2, waive in period 3.
BACKLOGINTAKE-28 — Highlight Fee Refund Policy
Make this policy more visible to customers.
TODOINTAKE-286 — LOAN_LATE_TO_ACTIVE transactional email - unusually high volume on 7/7
The LOAN_LATE_TO_ACTIVE transactional email, sent when a loan status moves from late to active, went out about 37,000 times on July 7 - far above normal volume, possibly signaling a larger issue.
Loan Acceptance (13 active)
HIGHTODOINTAKE-204 — Proactive Account Recognition at Registration — Prevent Duplicate Fraudulent Accounts
This issue was uncovered during a customer experience investigation that was initially flagged as a bank linking loop.
HIGHIN REVIEWINTAKE-198 — 26-05-03: Electronic signatures and document execution dates being added to documents prior to full borrower execution.
Electronic signatures and date stamps associated with the signature are being added to documents prior to full execution/acceptance by the borrower and on documents never fully executed, including loan agreements and ACH authorizations.
HIGHTODOINTAKE-266 — Remove max attempt limit on UNFREEZE_FROZEN_BUREAU_FILE URA
Reg B allows up to 16 days for an applicant to complete their application, but the current process cuts off the credit-freeze URA before that window closes without collecting enough info. Request: remove the max attempt limit and only expire the application after the full 16-day window.
HIGHTODOINTAKE-275 — Loan Application — Manual Review Loop on PROOF_OF_RESIDENCE: Application Bounces Back to Hopper After POR Verified
Loan applications keep looping back into manual review for a missing proof-of-residence reason even after an agent has verified the customer's ID and proof of residence, and the number of affected accounts is growing.
MEDIUMBACKLOGINTAKE-74 — Hopper - Loans in the Hopper are periodically routed to Manual Review due to SFN failure tag since Dec 9 2025
Loans are moving to manual review for 'Flagged for SFN Failure' suddenly, starting Dec 9, periodically since.
Latest update: [2026-06-26] I am thinking this should result in an auto decline given the status of the SSN.
MEDIUMIN REVIEWINTAKE-248 — Loan Application — Credit Unfreeze Loop: System Repeatedly Prompts Unfreeze After Customer Completes Request
A customer attempting to submit a new loan application is stuck in a repetitive loop where the system continues prompting them to unfreeze their credit files immediately after completing the unfreeze request.
MEDIUMIN PROGRESSINTAKE-253 — LAG and arbitration agreement updates to address rescission notification updates, legal changes, and grammar/spelling
Updates are needed to loan agreements across all states to address recent updates and grammar/spelling issues.
Latest update: ETA 2026-08-31
MEDIUMTODOINTAKE-70 — Loans - BIN Mismatch
One of the examples was identified to be due to a BIN mismatch.
MEDIUMBACKLOGINTAKE-263 — Loan Application — Infinite Manual Review Loop on ACCOUNT_OWNERSHIP_CORRECTION: NAME_PARTIAL_MATCH Does Not Self-Resolve After URA Completion
A loan application is stuck in an infinite manual review loop because the ACCOUNT_OWNERSHIP_CORRECTION check keeps returning NAME_PARTIAL_MATCH even after the customer completes the URA and an agent validates the ID. The workflow never advances, so the application keeps bouncing back into review.
MEDIUMBACKLOGINTAKE-276 — Loan Application — ACCOUNT_OWNERSHIP_CORRECTION Loop: Application Bounces Back to Hopper on Account With Existing Active Loan
A loan application keeps bouncing back into the manual review hopper under an account-ownership-correction check, even after being manually rejected, because an existing active loan on the account prevents the check from resolving.
MEDIUMTODOINTAKE-281 — Loan Application — Hopper Loop: Application Stuck in Manual Review for 6 Days, Unable to Resume After Name Update
A loan application has been stuck in manual review for six days and won't advance even after an agent corrected the customer's name in IAM to match their ID.
LOWBACKLOGINTAKE-151 — Hopper/Loan- Some applications looping in Hopper due to USER_SDB_CHECKS Failure to Advance State
Some loan applications are getting stuck in the hopper and returning for manual review instead of proceeding through automated system decision.
Latest update: [2026-06-03] This issue lives with CAT and I see that the work item to investigate is scheduled for the current sprint (subject to change) which ends June 14th, 2026, however it is currently unassigned.
LOWTODOINTAKE-239 — Exclude re-apply language in-app for fraud users
Users rejected for reason_code=user.account.fraudulent are shown re-apply language in-app when rejected; this language needs to be removed for fraud-flagged users.
Advance (8 active)
HIGHBACKLOGINTAKE-185 — Installment Advance Memberships in WI are still Active Despite Advance Discontinuation in the State
There are still 62 customers in WI whose Advance membership status is still active.
HIGHBACKLOGINTAKE-47 — Advance - Membership type UI does not change when user changes selection
When a user switches their selection between Membership and Single Payment Advance (SPA) during the Cash Advance flow (with the PrequalificationWorkflow feature flag off), the LoanSubmission screen does not update to reflect the new choice.
HIGHBACKLOGINTAKE-260 — Cash Advance — Unable to Reapply After Expired Application and Ownership Resolution
Customer is unable to reapply for a cash advance after a previous application expired due to an incomplete URA; the related ownership issue has since been resolved but the customer remains blocked from reapplying.
HIGHTODOINTAKE-268 — Cash Advance: Reapply flow traps customers in bank-relink loop with silent Plaid exits (no error signal)
Customers reapplying for a cash advance after an expired application are routed into an unnecessary bank-relink step that often ends in a silent Plaid exit with no error signal, trapping them in a loop; analysis found most affected users (~2,029) never resubmitted, representing about $439,500 in blocked requested amount.
MEDIUMIN REVIEWINTAKE-196 — Cash Advance — Customer stuck on advance estimate screen, unable to apply
Customer is stuck on the advance estimate screen and does not receive an estimate, preventing them from applying for a cash advance.
Latest update: [2026-06-24] My team will pick up the supporting work items starting next sprint which begins Monday, June 29th, 2026.
MEDIUMBACKLOGINTAKE-269 — Cash Advance — Application Incorrectly Routes to Loan Flow Instead of Cash Advance Flow
Some Cash Advance requests are incorrectly routed through the Loan application flow, so declines get evaluated under Loan logic and the rejection notification never fires — leaving customers stuck in a misleading retry loop with no explanation.
LOWBACKLOGINTAKE-159 — Issue with customers that move from advance > loan state being billed advance membership fee
Flagging 4 user IDs that appeared to have moved states (from an advance to loan state) that have been or are continuing to be charged $15/month for an advance membership instead of $7.
LOWBACKLOGINTAKE-280 — Loan — Customer Stuck in Cash Advance State After Moving to a Loan-Only State: Unable to Switch Product Flow
A customer who relocated to a state where only the Loan product is offered remains stuck in the Cash Advance flow with no way to switch products, short of deleting their account.
Unclassified (7 active)
HIGHBACKLOGINTAKE-156 — 26-04-03: KYC Manual Review Gap — ITIN/Foreign Passport Accepted Without Proper Validation
During a routine KYC compliance report review, a user was flagged who exhibits multiple high-risk signals.
HIGHBACKLOGINTAKE-207 — Klover Testing
Singular has officially confirmed that they do not support manual or simulated postbacks.
HIGHIN PROGRESSINTAKE-270 — 30 JUN 2026 - Spring Boot upgrade caused issues with web socket subscriptions and LPP_ACH file uploads
A June 30 Spring Boot upgrade broke real-time application/advance status updates and ACH payment file transfers to partners (LPP, Coastal) for several hours; the team rolled back the update and has fixed the customer- and partner-facing pieces, with a related data migration issue still being tracked.
HIGHTODOINTAKE-274 — SMS Consent Not Being Captured In Braze
Roughly 50,000 users who marked SMS consent in Braze are not actually being added to the corresponding subscription group in production.
HIGHIN REVIEWINTAKE-285 — EMAIL_VERIFICATION_CODE transactional email send volume down significantly
Transactional email send volume for the EMAIL_VERIFICATION_CODE template dropped significantly around July 18-21; flagged in case it reflects an unexpected system issue.
MEDIUMBACKLOGINTAKE-64 — Investigate why and how often system swaps customer status from "fraud_internal" to "enabled / duplicate" without agent assistance
Ops is needing to understand the YTD volume of customers whose status was marked as 'fraud_internal' but swapped by our system to 'enabled / duplicate' without agent assistance.
LOWTODOINTAKE-277 — Improve name/DOB normalization to reduce verification failures (accents, compound names, DOB format)
The Max AI agent's identity verification fails far more often than human agents on cases involving accented characters, compound names, or differently formatted dates of birth, based on a review of about 2,800 verification tool calls.
Credit Disputes (6 active)
HIGHBACKLOGINTAKE-158 — Populate Bill and Rent Tradeline Reporting Data in IAM for Agent Dispute Validation
Tradeline reporting data is not currently visible to agents in IAM.
HIGHBACKLOGINTAKE-202 — Date of Delinquency "null" in Credit Reporting for previous reported and unreported
Delinquency dates are appearing as "null" on the credit reporting tab for both previous and unreported data for customers that are past due.
HIGHBACKLOGINTAKE-160 — Make Bill and Rent Reported Account Numbers Searchable in IAM
Account numbers reported to credit bureaus (Bill & Rent reporting) are not searchable in IAM.
HIGHIN REVIEWINTAKE-265 — Sonnet - Step 2 Stuck
The Sonnet Direct Dispute flow has been stuck at Step 2 since around July 9 — the API isn't pulling data back from Possible's system of record, leaving 80+ dispute letters stuck in a New state. This risks breaching FCRA SLA deadlines.
MEDIUMTODOINTAKE-250 — Loan - Historical bankruptcy reporting remediation
Issue 25-10-06 was resolved in April which ensured that accounts marked as bankrupt would be marked accordingly for their credit reporting after their status was updated in IAM.
TODOINTAKE-282 — Payment History Profile (PHP) shows delinquency one month early
The Payment History Profile is coding delinquency start dates one month earlier than the actual Date of First Delinquency, resulting in inaccurate credit bureau reporting.
Bank Linking (2 active)
HIGHTODOINTAKE-125 — Investigate Relink URA Loop and Plaid connection inconsistencies
Customers stuck in a bank relink loop where Plaid relink URA completes successfully, but the system still does not recognize the bank as linked.
Root cause: Hypothesis: Multiple overlapping URAs may be generating conflicting Plaid Link sessions, resulting in an unstable bank linking status. The system (loans-workflows) and CS agents may both send RELINK_ACCOUNT URAs. Each URA creates a new Plaid Link session. If a customer completes them close together or in overlapping order, both processes may try to update the same bank connection record.
Latest update: [2026-04-10] The short answer is there isn't a single root cause driving customers to receive multiple relink URAs.
HIGHIN REVIEWINTAKE-186 — CapOne/Discover debit card linking failure — bank name mismatch blocking card tokenization
Capital One customers are failing to link debit cards at ~2.5x the rate of non-CapOne customers.
Root cause: Capital One is migrating its debit portfolio to the Discover network, and the card validation logic (canNumberBeAssociatedWithLinkedAccount) is rejecting the cards due to a bank name mismatch.
Loan Disbursement (2 active)
HIGHBACKLOGINTAKE-279 — Customer disbursed to unvetted account linked post-approval, not the account underwritten
A customer was approved for a loan based on their Navy Federal account, but linked a new, unvetted VyStar account about 30 minutes after approval and the disbursement was redirected there with no validation against the account used for underwriting. Data shows this account-mismatch pattern affects roughly 1.9% of disbursements since January 2026, raising fraud exposure and a compliance question about whether the funded account was properly underwritten.
MEDIUMIN PROGRESSINTAKE-111 — Loan - User's Loan disbursement are stuck on "Pending" P-Status and are not disbursed
User contacting Support stating their Loan never arrived after successful approval; disbursement stuck on Pending.
Latest update: [2026-03-06] Email sent to PNC inquiring on the set that are/were stuck in pending.
Recently Resolved
These issues were recently marked Done in the Watch List. Kept here briefly for reference (e.g. if a customer mentions something that sounds familiar) — not for active troubleshooting.
Recently resolved issues (24)
- INTAKE-262 — Loan — Unable to Update Payment Date in IAM: "Error Setting Payment Dates" Recurrence (Post INTAKE-243 Fix) — Payment, resolved 2026-07-24
- INTAKE-146 — 25-10-06: Metro 2 Credit Reporting: Field 17B/25 Errors for Bankrupt Customers — Credit Disputes, resolved 2026-07-17
- INTAKE-267 — Need to confirm if loan disbursement was affected by PNC RTP issue — Loan Disbursement, resolved 2026-07-16
- INTAKE-155 — Cash Advance - User's "Apply Now" button greyed out when attempting to get a new Advance — Advance, resolved 2026-07-14
- INTAKE-56 — Cash Advance - User is unable to reapply for a follow up loan after paying off the previous loan — Advance, resolved 2026-07-14
- INTAKE-215 — IAM - Unable to switch to Money Order on payment and disbursement method — Payment, resolved 2026-07-14
- INTAKE-244 — $0-auth zeroed-installment write-offs (LMS-1301 sweep) — Payment, resolved 2026-07-14
- INTAKE-247 — Security Freeze — Loan Acceptance, resolved 2026-07-14
- INTAKE-257 — Cash Advance — Silent Decline: Rejection Decision Computed But No Customer Notification Triggered — Advance, resolved 2026-07-14
- INTAKE-190 — "Get Another Advance" button greyed out/expired after cash advance request expires — Advance, resolved 2026-07-14
- INTAKE-271 — Data Migration — Manual Hardship Extension Date Correction for INTAKE-258 Impacted Accounts — Payment, resolved 2026-07-14
- INTAKE-251 — Iowa Service Fee Change — Payment, resolved 2026-07-13
- INTAKE-243 — Loan - Customer and CS are unable to update Payment date — Payment, resolved 2026-07-08
- INTAKE-217 — Expand AI Agent Context Data to Include Loan Status, Payment Status, and Payment Methods — Unclassified, resolved 2026-07-08
- INTAKE-183 — Loan - CS unable to update Payment date - "Unable to complete the request at this time" — Payment, resolved 2026-07-08
- INTAKE-166 — 26-04-02: CCB OFAC Test — Unclassified, resolved 2026-07-07
- INTAKE-259 — Loan incorrectly marked as PAIDOFF when applying hardship plan after canceling in-progress CHECK payment — Payment, resolved 2026-07-07
- INTAKE-242 — Loan — Customer Unable to Accept WA Installment Plan Offer After Loan Conversion — Loan Acceptance, resolved 2026-07-02
- INTAKE-249 — Seattle Bank loan sale ownership change files show inconsistent results — Unclassified, resolved 2026-06-29
- INTAKE-199 — 14 05 2026 - Me Null/Undefined For All Users — Unclassified, resolved 2026-06-25
- INTAKE-241 — Update POR URA - Change Date Requirement From 30 to 90 Days — Loan Acceptance, resolved 2026-06-16
- INTAKE-200 — Customer Login & Verification Failures — Unclassified, resolved 2026-06-02
- INTAKE-144 — Spike in SFN Failures 4/1/2026 — Loan Acceptance, resolved 2026-05-20
Comments
0 comments