HotDoc incident
Syncing Issues affecting Partial Patient Matches
HotDoc experienced a minor incident on May 6, 2026 affecting hotdoc.com.au and Integrations, lasting 22h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 06, 2026, 01:38 AM UTC
We are currently aware of an issue impacting Best Practice (BP) customers that have completed the May BP update. Customers are experiencing failures with partial patient matching during the booking process (e.g. existing patients being registered as new, or vice versa). Our engineering team has identified the cause and is in the process of deploying a fix to affected clinics. In the meantime, affected clinics may need to enter bookings manually.
- resolved May 07, 2026, 12:04 AM UTC
A fix has now been deployed to all affected customers and partial match functionality is restored. Thank you for your patience while we resolved this issue.
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