AdvancedMD experienced a minor incident on May 2, 2025 affecting Patient Portal and Practice Management (PM) and 1 more component, lasting 6h 35m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 02, 2025, 06:09 PM UTC
We are investigating an issue where users are experiencing a "Payment Failed Error" when processing credit card payments. Our technical teams are actively working to resolve the problem. Incident Managers will provide updates on the Status Page as more information becomes available.
- investigating May 02, 2025, 06:15 PM UTC
Patient portal and telehealth payments may also be impacted by the credit card "Payment Failed Error."
- investigating May 02, 2025, 06:28 PM UTC
For Telehealth, if your patients are experiencing issues joining their Telehealth call due to a payment error, we recommend temporarily enabling the "Allow patient to skip payment before joining the call" setting. This setting can be found under System Settings | Telehealth Settings. Please instruct patients to refresh their webpage if they still encounter the error after the setting is updated.
- investigating May 02, 2025, 07:05 PM UTC
If you are encountering the 'Payment Failed' error, please try manually entering the credit card information directly into the patient portal as a workaround.
- identified May 02, 2025, 07:40 PM UTC
We have identified that the root cause of the issue is a change made by our third-party credit card partner. We are working with them to resolve this issue.
- identified May 02, 2025, 08:56 PM UTC
We are continuing to work closely with our third-party credit card partner to resolve the payment processing issue. We appreciate your patience and will provide further updates as soon as they become available.
- resolved May 03, 2025, 12:45 AM UTC
This incident has been resolved.