Healthie had 57 outages in the last 2 years totaling 335h 7m of downtime — averaging 2.3 incidents per month.
There were 57 Healthie outages since September 10, 2025 totaling 335h 7m of downtime. Each is summarised below — incident details, duration, and resolution information.
The issue with Zus returning abnormal errors has re-appeared. We have re-raised this with Zus.
We have seen error rates return to normal.
Sfax, our faxing provider, is reporting an issue on their end that's impacting the delivery of sent faxes, causing them to remain in a "Pending" status. They're actively investigating and working on resolving what's introducing these delays. We'll post another update as soon as we have more info.
Sfax has deployed a fix to address what was causing outbound faxes to be delayed. We're seeing a restoration to the normal delivery times of outbound faxes and are continuing to monitor to ensure a full resolution.
Outbound fax delivery time has remained at normal levels. We're marking this as resolved.
We're investigating reports of webhook events not being sent out for accounts in the Staging environment. Production is not affected. We'll post another update when we have more details.
This was resolved around 10:30 AM eastern.
We're actively investigating reports of white screens and elevated page loads when accessing Healthie. As soon as we have more to share, we'll post another update.
Response times were brought back to normal at around 5:05 PM EST. Load times have remained stable since then and white screens are no longer appearing when using Healthie. We're marking this incident as resolved.
Our SMS provider Twilio is reporting delays in sending to certain US phone carriers including Verizon that could delay the receipt of 2FA and reminder texts. See additional details on https://status.twilio.com/. We're monitoring the situation and will provide updates as soon as we know more.
Twilio's Engineering team is continuing to work with their carrier partners to resolve the issue causing delivery delays when 2FA codes and reminder texts are sent to US phone numbers under Verizon. We're still monitoring the situation and will post another update when we have more details.
Twilio has marked their incident with Verizon as resolved and we're starting to see messages be delivered as normal to affected users. We're continuing to monitor to ensure the issue that was causing delays in text message receipt is fully addressed. Once we're confident message delivery is back to normal for all accounts, we'll close out this incident.
This incident is resolved. Texts containing 2FA codes or reminder texts have continued to be received as expected by affected users and we haven't observed any new reports of text message delivery issues.
We're investigating reports of increased loading times and white screens appearing on Production, which may prevent Healthie from loading at all. We'll post another update as soon as we have more info.
Load times are back to normal and white screens are no longer appearing when accessing Healthie on Production. We're continuing to monitor the situation to ensure the issue is fully resolved.
This incident is resolved. Loading times and system performance have remained stable at normal levels, and we haven't observed any additional occurrences of white screens on Production.
We're investigating reports of elevated page loads and white screens appearing when accessing Healthie. In some cases Healthie may not load at all. We'll post another update as soon as we have more details.
All services are back online, and system performance is returning to normal. We are continuing to monitor closely.
This incident has been resolved. One of the Redis instances we use for rate limiting began returning a large number of connection errors. We’re continuing to investigate this as a top priority and will also adjust our failure handling so that even if this part of the system encounters issues, it does not disrupt or block request processing.
Starting at around 2:27 PM EST we started investigating reports of errors occurring when providers were viewing charting notes and patients were submitting forms. A fix has been deployed as of 3:02 PM EST and these errors should be resolved after refreshing or clearing your browser cache. We're monitoring to ensure the issue resolved and will provide another update before closing this incident.
We aren't observing any new instances of the error after the deployment of our fix. We're marking this incident as resolved.
We are investigating reports of slower than normal response times, resulting in increased page loads. We'll post another update as soon as we have more details.
Response times are back to normal. Some parts of the platform may have been inaccessible or white screens may have been observed while we were investigating the cause of increased page loads. Queues related to forms or report generation may be delayed while our system catches up. We're continuing to monitor to ensure the issue is fully resolved and will provide another update before marking this closed.
Queues are all caught up and response times have remained at normal levels. We're marking this incident as resolved.
We're investigating reports of slower than normal response times, causing increased page loads and API timeouts. We'll post another update as soon as we have more info.
Page load times and API response times are back to normal. We're marking this as resolved.
This is a continuation of yesterday's Sfax incident: there are delays with inbound and outbound processing, along with intermittent errors when trying to view faxes or add to a client's documents. We're monitoring and will post updates as we know more.
Sfax recovery is in progress. Services are starting to be restored, but you may still see errors when attempting to send or open a fax. We'll follow up with additional updates as we have more info.
We're still seeing delays with inbound and outbound fax processing, along with intermittent errors when trying to view faxes or add to a client's documents. Sfax continues to work through the root cause. All faxes are queued are will be delivered as the backlog clears. We'll continue to post updates until this is fully resolved.
Inbound and outbound faxing is operational, but we’re still seeing occasional delays when sending a fax or viewing a received fax in Healthie. Sfax is performing maintenance tonight from 9:00–11:00 PM Pacific. Faxing will be unavailable during this time until the service is back online. We’ll keep this incident open and continue posting updates until Sfax confirms that these issues are fully resolved.
This is resolved. You can now send faxes and view received documents without error.
We're aware of ongoing issues with faxing. You may see errors when attempting to view or send faxes in Healthie, as fax functionality is intermittently unavailable while services are degraded. These issues are a continuation of yesterday’s incident with our fax provider, and their team is actively working to resolve the problem as quickly as possible. We'll continue to post updates as we have new information to share.
This is resolved. You can now view and send faxes again without error. Faxes in a "Pending" state are queued and will be processed automatically over the next few hours.
DoseSpot is addressing performance issues that are preventing providers from viewing and ordering prescriptions. They're working to restore service as quickly as possible. We'll continue to monitor for updates. https://status.dosespot.com/posts/details/PJ8D4HP
DoseSpot has resolved this incident. You can now view and order prescriptions without error.
Our faxing provider Sfax is reporting an issue that is impacting user ability to access parts of their platform, including received faxes. You may see a "500" error when attempting to access affected faxes until the issue has been resolved. We're monitoring and will provide updates as we have more info.
Sfax is starting to recover, but this incident is ongoing and fax features are still degraded. You might still see errors when attempting to send or open a fax in Healthie. We'll continue to post updates as we have them.
Sfax is starting to recover. You can now view and send faxes again in Healthie without error. They're still working through the backlog to process and deliver any pending faxes that may have been sent or received while the service was unavailable. We're marking this one as resolved.
If you're on an older version of our frontend, you may see a "Loading..." spinner that does not complete when opening certain pages. This is resolved by clearing your browser cache or using an incognito window. You'll be able to access your account as expected when your browser is on the most up to date version of our platform.
We're currently investigating slow page loads across the product. We'll provide updates as we know more.
Between ~5:10 and ~5:25 pm eastern, we saw response times on average ~3x slower than normal. This has now been resolved.
Some 2FA and appointment reminder texts may be delayed by a few minutes. Twilio is investigating an issue affecting certain phone carriers. We're tracking the incident here: https://status.twilio.com/incidents/lvcmgt3lrdqp. We're monitoring closely and will post updates as we have more details to share.
Resolved: SMS delivery time for all carriers is back to normal. 2FA and appointment reminder messages are again being sent and delivered without delay.
Our SMS provider, Twilio, is reporting delays sending to US carriers (https://status.twilio.com/) which could potentially delay 2FA and appointment reminder texts (we believe by a few minutes). We are continuing to monitor Twilio's updates as they provide them.
SMS delivery for all major carriers is back to normal. 2FA and appointment reminder texts are sending again as expected without delay. We're marking this one as resolved.
An unexpected infrastructure restart caused an error with ongoing media streams at 3:00:42 pm eastern. This prevented new transcript data being transmitted for meetings that were in the process of being transcribed, and will lead to partial transcripts for those sessions. We have adjusted internal infrastructure configuration to ensure this does not happen again. There was no impact on sessions completed to, or starter after that specific time window.
We are seeing elevated error rates creating or editing Google Calendar syncs. Our team is working on a resolution, and expect this to be resolved in the next ~30 minutes.
This has been resolved.
Old front-ends of the Healthie web portal may experience an error trying to open an appointment. This is resolved by refreshing to ensure that the latest front-end has been loaded.
We are seeing longer than normal delays when sending webhooks. Our team is investigating.
Processing times for webhooks have returned to normal.
One of our underlying vendors is having an issue leading to an error trying to purchase some labs via eLabs Direct. They have confirmed the issue, are working on a resolution, and expect to have this solved in the coming hours.
Our lab vendor confirmed they have resolved the issue.
We have received customer reports that the Dosespot prescribing experience is running slower than normal. We have reached out to Dosespot and will provide updates as we learn more.
Dosespot confirmed an issue related to an Azure outage - https://status.dosespot.com/posts/details/PZWM3CT
Dosespot resolved their issues last night and this is resolved.
Due to the AWS incident, automated payments were not run this morning. We will process all scheduled payments tomorrow (10/21). Please do not manually charge for the payments in the interim as that may lead to double charges.
All scheduled payments from 10/20 have been attempted.