A corporate investor couldn't add money or invest — the system blocked the payment. Ops traced it to a duplicate company entity: two entities existed for the same investor, and the payment reference was reflecting on both.
In Nucleus, the duplicate entity and the correct entity confirmed, with the shared payment reference (0154-••••) linked to both. The duplicate was the cause of the blocked payment flow — and the investor had since been able to pay from one of the two.
Production evidence and a review note were captured on the ticket before any change, so the operation was reviewable and reversible-checked. The duplicate entity was then removed, with the payment reference and all investments preserved on the correct entity.
Confirmed the correct entity kept its payment reference and investment data, and the investor could transact again. A careful, evidence-first data repair — the kind of change a human must stay on the critical path for.