Problem Number: 244
Affected System: OnlineDMP
Issue summary
A client is shown an error page (usually stating 'an error has occurred' or ‘we cannot open this page’) when trying to view a statement, review, budget etc on their online account. The user dose not have an issue with there credentials.
This can increase the risk of creditors adding interest and chargers or taking further action as DMP deadlines are missed. Client dissatisfaction may also increase.
Current Workaround
Raise a fresh ticket so the Application support team can investigate.
Advise the client that while the IT Team investigate, they can update their account via phone. An expression of dissatisfaction should be raised so the complaints team can update the client.
In some cases, these bugs fix on their own accord. The client can try clearing their browser cookies and if possible, try another web browser or device. They can also try logging on after 24hours.
Permanent Solution / Accepted Workaround
The issue’s frequency has decreased with one occurrence reported in the last 3-year period (January 2026). No root cause was identified; this error will be investigated on a case-by-case base if it occurs.