Degraded performance and access control outages on AU data centre

A database configuration change made during scheduled maintenance caused severe slowness and intermittent outages for customers hosted on our AU data centre on 28 October 2026, from approximately 9:00am to 11:00am AEDT. Access control was also affected, with member check ins timing out or failing.

Service was restored progressively as each database server was corrected, with all servers returned to normal performance by approximately 11:00am AEDT.

During maintenance, the database software on our AU servers was moved to a different edition. That edition can only use less than half of the processing capacity our servers are configured with. Once activity increased in the morning, the servers could not keep up with demand, causing requests to slow down and time out. Restoring the original edition returned the servers to full capacity.

We are reviewing our maintenance process to include performance checks before maintenance is closed, and improving monitoring to detect similar issues sooner.

We apologies for the disruption this caused to your centres and members.

Since approximately 9:10am AEDT (11:10am NZDT) today, clients hosted on our AU data centre are experiencing significant slowness and intermittent outages across PGM, PosWeb and Client Portal. Access control is also affected at some sites, with member check ins timing out or failing.

Our engineering team is actively working on the issue. Affected services have been restarted and some sites are recovering, but performance remains intermittent while we stabilise the platform.

We understand the impact this has on your centres and members, and we appreciate your patience while we resolve it.