Every service that runs around the clock occasionally needs a few minutes (or, very rarely, a few hours) offline so we can deploy a careful change. We have built our system so this kind of maintenance is something we can plan in advance, schedule for the quietest part of the week, and warn you about in good time. This article explains exactly what happens when we put the site into a maintenance window, what stays usable for you while it is on, and how we decide.
Three states, only one is the default
Our portal has three explicit states. The default — and the one you will almost always see — is fully open. When we need to make a change that could briefly disturb the application flow, we switch into a restricted state, which keeps the customer portal usable for essentials (paying, reading messages, checking your balance, asking for hardship support) but pauses fresh applications and the money tools. Only when something genuinely cannot run alongside live traffic — which is rare — do we lock the portal down fully, with a branded page telling you what we are doing and when we expect to be back.
What you see during a window
Wherever we have time to plan, you will see a notice on the relevant pages a few days in advance, with the date, the time window and roughly how long we expect to be down. If we are mid-window and you visit, you will land on a branded “we will be back shortly” page with a clear expected-return time, our contact phone number for anything urgent, and — in the restricted state — a Sign in link to the customer portal so existing customers can still pay or message us. We never just go dark and leave you guessing.
Why we are particular about this
People come to a lender’s site for a reason: to apply, to make a payment, or to ask for help. The worst case is when someone needs to act on their loan in a hurry and finds the door locked with no explanation. Our maintenance approach is designed so that does not happen. If you are signed in, you almost always keep working. If you are not signed in, you at least get a real status update.
For our part, planned maintenance is the most controlled way to release improvements. Most of our roll-outs happen without any visible state change at all, because we deploy carefully and test ahead. The maintenance window exists for those few cases where a more significant change benefits from a clean break — typically late in the evening, when traffic is lowest. If you ever land on our maintenance page and need an immediate update, the contact details on the page are live, and our support team will help.
