A Message from the CEO of Interstellar Industries July 28, 2025

Today, I'm writing to you with a direct and sincere apology. We made a serious, and embarrassing error. For a full month, from June 27th until we discovered it this last night, a critical component of our THEORY application failed. This failure was silent and it directly impacted every new user who signed up during this period.

We let you down and I am deeply sorry.

What Happened?

In simple terms, a webhook responsible for user onboarding stopped working. Think of a webhook as an automated messenger. When you finished signing up for THEORY, this messenger was supposed to instantly notify other parts of our system to create your full profile, send your welcome email, and begin your onboarding sequence.

On June 27th, following a routine update, this messenger went silent. The most critical part of this failure is that it didn't generate an error alert. To our systems, everything looked normal, which is why this problem went undetected for a month. There’s no excuse for this oversight. A critical process like this should never have a single point of failure and certainly shouldn't be capable of failing silently.

This means if you signed up for THEORY between June 27th and July 27th, your account was created, but you were never properly brought into our ecosystem. You received no welcome, no instructions, and no access to the tools you were promised. You were left stranded at the front door, and we were completely unaware.

Our Immediate Actions

Once we identified the issue, we took immediate steps:

• Fix the Root Cause: The underlying bug that caused the webhook to fail has been patched and deployed. All new sign-ups are now being processed correctly.
• Enhanced Alerting: We have already implemented new, redundant monitoring systems. This specific type of silent failure can no longer occur without our team being immediately alerted.
• Identify Affected Users: We have generated a complete list of every single user who signed up during this period and was affected by the failure.

Making It Right

Fixing the problem is only the first step. Our real focus now is on making this right for everyone we failed.

As an apology for this unacceptable experience, we are giving every affected user three free months of THEORY Premium.

This incident was a humbling reminder that trust is our most important asset. We are conducting a full, top-to-bottom review of our deployment and monitoring processes to ensure nothing like this ever happens again.

We know we have to re-earn your trust, and we are committed to doing so through our actions, not just our words.

If you have any questions, please contact our team directly at hello@theory.co.bw

Sincerely,
Thuli W. Brown

CEO & Founder