Eden Care Outage History

Started Nov 18, 2025, 02:34 PM UTC· resolved Nov 18, 2025, 04:43 PM UTC

1. investigating Nov 18, 2025, 02:34 PM UTC

   We are experiencing a temporary issue with our email and sms service due to a system problem on our email and sms provider’s side, as part of Cloudflare's global outage. As a result, members may not receive Email or SMS OTPs for Visit Opening or Closing, and partners including employer groups, members, service providers, and internal CAS users are unable to receive Email/SMS OTPs for access logins or credential-related communications. Our team is actively coordinating with the provider to resolve this as soon as possible. We’ll provide further updates once available. Apologies for the inconvenience.

2. resolved Nov 18, 2025, 04:43 PM UTC

   Service Update: Email & SMS OTP Delivery Restored We’re pleased to inform you that the earlier issue affecting our Email and SMS OTP services - caused by our provider as part of the Cloudflare global outage has now been resolved. All OTP deliveries for Visit Opening/Closing and login or credential-related access for employer groups, members, service providers, and internal CAS users are now functioning normally. Our team will continue to actively monitor the system to ensure full stability. Thank you for your patience and understanding.

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Started Oct 10, 2025, 09:16 AM UTC· resolved Oct 10, 2025, 05:21 PM UTC

1. investigating Oct 10, 2025, 09:16 AM UTC

   We are experiencing a temporary issue with our email service due to a system problem on our email provider’s side. As a result, members are not receiving Email OTPs for Visit Opening or Closing, and partners including employer groups, members, service providers, and internal CAS users are unable to receive Email OTPs for access logins or credential-related communications. Our team is actively coordinating with the provider to resolve this as soon as possible. The estimated resolution time is 10th October 2025, 2:30 PM GMT / 4:30 PM CAT / 5:30 PM EAT / 8:00 PM IST. We’ll provide further updates once available. Apologies for the inconvenience. Please note that SMS services remain fully operational.

2. resolved Oct 10, 2025, 05:21 PM UTC

   Email Service Issue Resolved The earlier disruption in the Eden Care Email Service has now been resolved. Email OTPs and credential-related emails are functioning normally again for all users - including members, employer groups, service providers, and internal CAS users. Our team is actively monitoring the service to ensure continued stability and smooth operation. Thank you all for your patience and support while we worked with our provider to restore the service.

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Started Feb 20, 2025, 02:08 PM UTC· resolved Feb 20, 2025, 02:34 PM UTC

1. investigating Feb 20, 2025, 02:08 PM UTC

   We are currently experiencing an unexpected issue with Member Visit Closing across all providers on the Service Provider Portal. Our engineering team is actively investigating the root cause and working on a resolution. We understand the importance of this functionality and apologize for any inconvenience caused. We will provide an update as soon as more information is available. Thank you for your patience and support.

2. resolved Feb 20, 2025, 02:34 PM UTC

   The issue affecting visit closing notifications has been fully fixed, and the system is now functioning as expected. Visits are closing successfully, and balances are being deducted correctly. Our team is actively monitoring the system to ensure continued stability. If you experience any issues, please reach out to our support team. Thank you for your patience and cooperation.

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Started Feb 11, 2025, 09:10 AM UTC· resolved Feb 11, 2025, 09:15 AM UTC

1. investigating Feb 11, 2025, 09:10 AM UTC

   We have identified a technical issue affecting the balance fetching system on our Service Provider Portal. Due to this issue, balances are not being displayed when opening and closing visits. This issue was introduced in a recent release, where a bug was identified in the balance retrieval logic, preventing the correct display of balances during visit transactions. Our team has identified the root cause of the issue and has developed a fix. The deployment process is currently in progress, and we expect normal functionality to be restored soon.

2. resolved Feb 11, 2025, 09:15 AM UTC

   Our team has resolved the issue, and the fix has been successfully deployed to the production environment. We are actively monitoring the system to ensure stability. Next Steps Continuous monitoring of the system to ensure normal functionality. A post-incident review will be conducted to prevent recurrence. User Impact: - Service providers should now see updated balances when opening or closing visits. - No other functionalities of the portal were affected. We appreciate your patience and support while we worked on resolving this issue. If you experience any further issues, please reach out to our support team.

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Started Jan 20, 2025, 04:55 PM UTC· resolved Jan 20, 2025, 05:00 PM UTC

1. investigating Jan 20, 2025, 04:55 PM UTC

   We are currently experiencing issues with our SMS service, which may cause delays or interruptions. Please rest assured that our team is actively working to identify and resolve the problem as quickly as possible. We appreciate your patience and understanding.

2. resolved Jan 20, 2025, 05:00 PM UTC

   Our sms services are operational and we are actively monitoring.

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