Service Incident - Happy Mango Institution Account Slow-loading and Timeout 5/1/2025

Incident 5/1/2025

The CEO team has been experiencing performance issues with our Happy Mango institution account. On April 18th, the CEO team reported multiple instances of various pages responding slower than normal. Examples include pages taking up to a minute to load and occasionally experiencing "504 Gateway Time-out errors."

On April 21st, Happy Mango responded and identified that adjustments made by their database team two weeks prior had led to the slow loading of certain pages. They subsequently implemented code to optimize performance and have been monitoring the error log. Based on their monitoring, the slow-loading issues appeared to have been resolved.

However, as of May 1st, we are again experiencing slow loading and timeout errors. This is causing significant delays in our ability to take action on the platform, resulting in underwriting and disbursement delays.

We apologize for the inconvenience and are working diligently with Happy Mango to resolve these issues as quickly as possible.

Resolution 5/5/2025

Our Happy Mango institution account resumed normal operation as of noon (EST) on May 5th. However, Happy Mango has not provided an official resolution or root cause analysis. The CEO team has requested a formal Root Cause Analysis from Happy Mango.

Postmortem 7/8/2025

The slow loading problem was caused by larger than expected data processing at the month end. Happy Mango has have identified the cause and fixed this issue. There are no recurring errors for June and July.