Issue: TuneCore users are unable to access the Lyric/Utopia vATM portal to request advances and see account statements. After clicking "Request My Advance", and then "I Agree" to the terms, users see an error message like this:
We were unable to process your advance.
Please contact support here: https://support.tunecore.com/hc/en-us/requests/new
This error occurs before the Lyric Financial system is ever opened or triggered.
Impact: Users are unable to access the portal, and so are unable to request new advances. They are also unable to see account statements with updated recoupment payments.
June 29 - Potential issue detected; investigation by Customer Operations began. All tickets with error forwarded to TuneCore Support.
June 30 - Issue confirmed based on logs and user feedback. TuneCore notified by Lyric Financial. Tickets continued to be forwarded.
July 3 - TuneCore is aware of the issue and working on resolving it.
July 5 - TuneCore's support and development teams are collaborating on identifying the issue. There is not a definite timeline for a solution currently.
July 6 - TuneCore resolved the issue. The advance portal is now accessible again, and advances can be requested.