After one failed customer call, every customer list for that merchant errors

Component: Customers API (support's guess) · Linked: PAY-2352 (database maintenance window, closed)

From: Marta Lindqvist, head of engineering, Northwind Coffee Roasters · Received: Wed 22 Oct, 7:55 am (Stockholm)

Since Tuesday afternoon, every time our systems ask Paylane for our customer list we get the generic "something went wrong on our side" error. The events list too. Payments still work, new customers can be created, and we can still look up the payment list, so we are not down, but our nightly reconciliation uses the customer list and it has failed twice now. A call from our loyalty app errored just before this started, but it was one call out of thousands that day. We think something in your database got corrupted by your maintenance on Monday night and we would like you to restore it. We are on the Scale plan and this is blocking month end.

Marta

Support note (Joel, tier 2): Confirmed from my side: customer list and event list return the generic error for Northwind, same calls work for other merchants. Payment intents list is fine. I checked PAY-2352 and the maintenance did not touch their data, but I cannot rule it out. I asked engineering for the application log around the first failure (attached). Restoring a backup is not something I can promise; if they just stop creating the troublesome customer it may calm down?

Attachments: attachments/api-northwind-2026-10-21.log (40 minutes of the API log, Tuesday, UTC).

Ask: Get Northwind's lists working again without restoring anything, and make sure one call from one integration can never leave a merchant in this state again. Anything that works today must keep working.