This article covers the most prominent known issues that we are currently tracking and fixing. 

 

Ongoing known issues

EUR accounts still not transferred to Modulr

• Identification

  • This is affecting EUR accounts that have yet to be integrated to Modulr.

  • Not on Modulr even after the maintenance.

• Resolution

  • Current fix: The team is looking into these accounts and will manually move them over. No need to reach out to the support team. 

  • Long-term solution: We are working towards moving these accounts over to Modulr successfully, it is a high priority. 

—-----------------------------------

Top up initiated before maintenance and has yet to arrive

• Identification

  • This is affecting EUR accounts.

  • Your top up created before the maintenance and you have yet to receive it.

• Resolution

  • Current fix: The team is looking into this and the top ups will be processed as soon as possible. No need to reachout to the support team.

  • Long-term solution: Moving over to Modulr will resolve top up issues.

—-----------------------------------

Not being able to make a deposit.

• Identification

  • This is affecting GBP accounts that have yet to be integrated to Modulr.

  • Can't make a deposit to the old account or the new account.

• Resolution

  • Current fix: The team is looking into Why this has happened and seeing if it's possible to make a deposit into the old account.

  • Long-term solution: We are working towards moving these accounts over to Modulr successfully, it is a high priority. 

—-----------------------------------

Accounts deactivated incorrectly

• Identification

  • Unable to login into your account, the error received is "We can't find the record you are looking for" or similar.

  • The card doesn't work either even if there are funds on it.

  • Got the card without making the deposit.

• Resolution

  • Current fix: You can reach out to our Support team for further investigation.

  • Long-term solution: An email was sent out with instructions to those who were affected. If you are affected but have not received an email, reach out to our Support team.

—-----------------------------------

KYC was rejected

• Identification

  • After the completion of your KYC, it displays as failed in the app.

  • Some users get an email stating it was a success but it shows as failed in the app.

• Resolution

  • Current fix: You can reach out to our Support team and we will check it out for you.

  • Long-term solution: We are working on updating the flow for the KYC process which should help resolve this.

—-----------------------------------

Top up delays

• Identification

  • The top-up is still not reflected in the account and it has been over 24 hours on a working day. 

• Resolution

  • Current fix: Sometimes top-ups will arrive after 24 hours, there is currently nothing we can do to speed it up at the moment. 

  • Long-term solution: We are implementing a new banking partner which should resolve this. Check it out here.

—-----------------------------------

Transactions stuck in pending status or Missing rewards

• Identification

  • The status of the transaction still reflects as pending even though several working days have already passed. 

  • PLU rewards do not generate even though the transaction has settled

  • When using some services like curve some of these transactions are showing as "Visa per pay". 

• Resolution

  • Long-term solution: Our Developers are currently working on an update to fix this issue. No ETA available at the moment.

  • Once the fix is implemented, the missing rewards will be added retroactively.

—-----------------------------------

Got charged for your subscription plan but got downgraded

• Identification

  • Got charged for your plan (Everyday or Premium) but the system still downgraded you to starter anyway.

• Resolution

  • Current fix: You can reach out to our Support team and we will resolve it for you.

  • Long-term solution: Our Developers are currently working on an update to fix this issue. No ETA available at the moment.

—-----------------------------------

Visual glitch - Inaccurate transaction history in specific circumstances (preauthorized charges, missing lines) 

• Identification

  • Preauthorized charges (typical in gas stations, airlines, and hotels) display in the transaction history the preauthorized amount instead of the final amount. The balance updates correctly at all times but the transaction history never updates.

  • Some types of actions are unintentionally not displayed in the transaction history: Top-ups with PLU Rewards swaps or crypto, currency conversion fees. 

• Resolution

  • Current fix: You can request a full account statement from our Support team where all the charges are displayed correctly.

  • Long-term solution: We are implementing a new banking partner which should resolve this. Check it out here.

—-----------------------------------

Visual glitch - Refunds notified as new charges instead

• Identification

  • Refunds trigger a push notification of being charged again (instead of refunded), and an extra pending charge may display in the transaction history. The balance is always accurate, the notification is incorrect and the Pending charge is not holding balance and it will never be processed.

  • This impacts both regular refunds and Curve's Go Back in Time.

• Resolution

  • Current fix: You can request a full account statement from our Support team where all the charges are displayed correctly.

  • Long-term solution: Our Developers are currently working on an update to fix this issue. No ETA available at the moment.

 

 

FAQ

What do you define as a known issue?

We define ongoing known issues as those issues that meet the following criteria:

• Are currently ongoing.
• Impact a significant amount of users
• The root cause is in our systems/code.

The list below is not an exhaustive list of all the issues we are aware of, just the most notorious ones so users can find out about them quickly.

 

Why is the issue I have not acknowledged or posted here?

For clarity's sake and space limitations, we will be posting only about the issues impacting a significant amount of users (100+). This does not mean that smaller issues are not being investigated or acknowledged, but we want to make sure that information about global issues impacting many users can be easily found first.

 

Some issues have been going on for a long time, why can't they be fixed faster?
The fixing time may be quite non-intuitive, something that may look trivial may be way harder to fix than something that looks more complicated, especially if it involves coordination with third-party entities like our banking partners, or the issue is rooted deep into our code and interacts with multiple systems.

 

I have info about an issue, a fix or a workaround. How can I share it with the Support team?

Check here how to write to us! https://support.plutus.it/hc/en-us/articles/4466790823581-How-to-contact-Plutus-Support-Customer-Service