HotDoc Outage History

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HotDoc had 11 outages in the last 2 years totaling 128h 40m of downtime — averaging 0.5 incidents per month.

There were 11 HotDoc outages since June 7, 2024 totaling 128h 40m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.hotdoc.com.au

Minor May 18, 2026

Degraded performance impacting Payment collection.

Detected by Pingoru
May 18, 2026, 02:31 AM UTC
Resolved
May 18, 2026, 06:24 AM UTC
Duration
3h 53m
Affected: hotdoc.com.au
Timeline · 3 updates
  1. investigating May 18, 2026, 02:31 AM UTC

    We are currently investigating an issue causing degraded performance across the HotDoc platform. And we're aware that is impacting the ability to take payments for patient appointments with payment collection potentially delayed. As a result of this issue, it is impacting Telehealth On-Demand (TOD) appointments are also failing. As a result we have temporarily disabled TOD appointments. Our engineering team is actively working on a resolution. We will provide further updates as our investigation progresses.

  2. monitoring May 18, 2026, 05:53 AM UTC

    We have now deployed a fix to address the payments collections processing delays. We are now monitoring the result of the fix.

  3. resolved May 18, 2026, 06:24 AM UTC

    We can confirm that this issue is now resolved. Both the Payments feature and Telehealth On Demand are back online now.

Read the full incident report →

Minor May 6, 2026

Kiosk Check-In Not Working

Detected by Pingoru
May 06, 2026, 01:49 AM UTC
Resolved
May 06, 2026, 03:26 AM UTC
Duration
1h 36m
Affected: hotdoc.com.auKiosk
Timeline · 3 updates
  1. investigating May 06, 2026, 01:49 AM UTC

    We are currently aware of a issue affecting all clinics using both Kiosk and Best Practice who are currently experiencing an issue where kiosk check-in fails, leaving patients stuck on the "Please go see reception" screen. Engineering has confirmed this is related to the partial matching incident and is being addressed as a separate incident. Our team is working to resolve both issues as a priority and will provide further updates as they become available.

  2. investigating May 06, 2026, 03:26 AM UTC

    We are continuing to investigate this issue.

  3. resolved May 06, 2026, 03:26 AM UTC

    We can confirm that this issue has now been resolved and functionality for Kiosk Check-in should be back to normal.

Read the full incident report →

Minor May 6, 2026

Syncing Issues affecting Partial Patient Matches

Detected by Pingoru
May 06, 2026, 01:38 AM UTC
Resolved
May 07, 2026, 12:04 AM UTC
Duration
22h 25m
Affected: hotdoc.com.auIntegrations
Timeline · 2 updates
  1. 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.

  2. 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.

Read the full incident report →

Minor April 15, 2026

Degraded Platform Performance

Detected by Pingoru
Apr 15, 2026, 09:26 PM UTC
Resolved
Apr 16, 2026, 03:51 AM UTC
Duration
6h 24m
Affected: hotdoc.com.auSidebarKioskConnectorDashboardIntegrations
Timeline · 5 updates
  1. investigating Apr 15, 2026, 09:26 PM UTC

    We are currently investigating an issue causing degraded performance across the HotDoc platform. Some users may experience slow page loads, timeouts, or difficulty completing actions such as bookings. Our engineering team identified the issue beginning at approximately 12:15 AM AEST on 16 April and is actively working on a resolution. The root cause appears to be related to elevated load on our backend infrastructure, which is impacting service reliability. We will provide further updates as our investigation progresses.

  2. investigating Apr 15, 2026, 09:27 PM UTC

    We are continuing to investigate this issue.

  3. monitoring Apr 15, 2026, 10:01 PM UTC

    We have identified the root cause of the performance degradation and have applied a fix. The change causing the issue has been reverted and our systems are recovering. Data synchronisation is currently catching up and is expected to be fully restored within the next 20–30 minutes. We will continue to monitor and provide a further update once everything is confirmed stable.

  4. monitoring Apr 16, 2026, 01:04 AM UTC

    We are continuing to process any backlogs for our Data Synchronisation. We will continue to monitor and provide a further update once everything is confirmed stable.

  5. resolved Apr 16, 2026, 03:51 AM UTC

    Thank you for your patience while we resolved this issue. We can confirm now that backlogs are now processed and services should be returned to normal functionality. Should you still experience issues, please contact our Support team.

Read the full incident report →

Minor March 17, 2026

Halo Sync Degradation

Detected by Pingoru
Mar 17, 2026, 07:47 AM UTC
Resolved
Mar 17, 2026, 08:40 AM UTC
Duration
53m
Affected: ConnectorIntegrations
Timeline · 4 updates
  1. identified Mar 17, 2026, 07:47 AM UTC

    Between approximately 12:00 PM and 6:15 PM AEDT today (17 March, 2026), a background worker responsible for renewing Halo queries stopped processing. Clinics using Halo may have experienced degraded or delayed data sync for up to 6 hours. The backlog is being cleared and sync is being restored for affected clinics. The root cause has been identified and a permanent fix is in progress.

  2. identified Mar 17, 2026, 07:48 AM UTC

    We are continuing to clear the backlog and restore sync.

  3. identified Mar 17, 2026, 07:49 AM UTC

    We are continuing to clear the backlog and restore sync.

  4. resolved Mar 17, 2026, 08:40 AM UTC

    All clinics are re-synced and up to date. This incident has been marked as resolved.

Read the full incident report →

Minor November 23, 2025

SMS Replies to appointment reminders not being received

Detected by Pingoru
Nov 23, 2025, 11:09 PM UTC
Resolved
Nov 24, 2025, 04:54 AM UTC
Duration
5h 45m
Affected: hotdoc.com.au
Timeline · 3 updates
  1. identified Nov 23, 2025, 11:09 PM UTC

    We are investigating an incident where inbound SMS replies to appointment reminder messages are failing to reach HotDoc systems. Patients attempting to reply may encounter a “Not delivered” error or experience message failure without an explicit error. Our engineering teams are working closely with our SMS delivery partners to diagnose the issue and implement a fix. Practices experiencing patient reports related to this issue should notify our Support team by submitting a ticket. We will continue to post updates as our investigation progresses.

  2. monitoring Nov 24, 2025, 03:36 AM UTC

    We have implemented a fix for this issue along with our provider. We are currently monitoring to see impacts to patient replies. We will post another update soon.

  3. resolved Nov 24, 2025, 04:54 AM UTC

    The issue affecting inbound SMS replies to appointment reminder messages has now been resolved. Patients’ SMS replies should begin coming through to HotDoc as normal. During the affected period, replies sent by patients may not have been delivered to HotDoc systems and could have shown a “Not delivered” error or failed silently. These messages cannot be recovered. All other confirmation and cancellation methods including email, app, and confirm/cancel links within the SMS were not impacted. We’re closely monitoring the system and continue to work with our SMS providers to ensure stability.

Read the full incident report →

Minor November 12, 2025

Service Disruption - HotDoc Sidebar

Detected by Pingoru
Nov 12, 2025, 01:12 AM UTC
Resolved
Nov 12, 2025, 02:57 AM UTC
Duration
1h 45m
Affected: hotdoc.com.auSidebar
Timeline · 3 updates
  1. investigating Nov 12, 2025, 01:12 AM UTC

    We have identified an issue affect HotDoc Sidebar. Customers may experience the sidebar showing as blank or not loading as expected. We are currently investigating the issue and will provide further updates.

  2. identified Nov 12, 2025, 01:16 AM UTC

    Our Development team have investigated the issue and have identified the cause of the issue. Our product team a currently implementing a solution. Further updates to come.

  3. resolved Nov 12, 2025, 02:57 AM UTC

    This incident has been resolved. If are you still experiencing issues, please contact our Support team.

Read the full incident report →

Minor January 29, 2025

Payment Request Service Disruption

Detected by Pingoru
Jan 29, 2025, 02:18 AM UTC
Resolved
Jan 29, 2025, 10:20 PM UTC
Duration
20h 2m
Affected: hotdoc.com.au
Timeline · 3 updates
  1. investigating Jan 29, 2025, 02:18 AM UTC

    We have identified issues with the payment section within the HotDoc Dashboard. Customer using the payments features will experiencing the following issues: 1. Missing "Payment Request" Button in their Dashboard. 2. Some customers are reporting that payment providers have also been unlinked. At this stage we are currently investigating. Please check in here to view further updates.

  2. monitoring Jan 29, 2025, 02:25 AM UTC

    We have identified the issue and have now implemented a fix. We are now monitoring to verify there are no further issues.

  3. resolved Jan 29, 2025, 10:20 PM UTC

    We can confirm that the root cause has been identified and this issue is now resolved.

Read the full incident report →

Minor August 6, 2024

Outage with Core Practice Software Integration

Detected by Pingoru
Aug 06, 2024, 12:04 AM UTC
Resolved
Aug 06, 2024, 11:57 PM UTC
Duration
23h 52m
Timeline · 2 updates
  1. identified Aug 06, 2024, 12:04 AM UTC

    An issue has been identified with the API for integration between Core Practice and HotDoc. Customers using HotDoc are experiencing trouble confirming appointment requests. Our Product team is currently working with the team are Core Practice to resolve this issue. While we resolve this issue, bookings for Core Practice customers will be temporarily disabled.

  2. resolved Aug 06, 2024, 11:57 PM UTC

    This has now been resolved and all Core Practice clinic have been restored online.

Read the full incident report →

Minor July 8, 2024

Delays in Specialist bookings

Detected by Pingoru
Jul 08, 2024, 02:54 AM UTC
Resolved
Jul 08, 2024, 11:46 PM UTC
Duration
20h 51m
Affected: hotdoc.com.au
Timeline · 3 updates
  1. identified Jul 08, 2024, 02:54 AM UTC

    Genie have identified a latency issue for Genie Solutions customers, resulting in a 4 hour processing delay to Specialist Bookings. We are currently partnering with Genie Support to investigate the cause of the delay. For now all Genie clinics using HotDoc have online bookings temporarily disabled.

  2. monitoring Jul 08, 2024, 07:57 AM UTC

    Genie have implemented a fix for the issue and awaiting processing backlogs to clear. At this stage we expect the delays to be processed overnight. We will follow up with further updates at 9:30 am AEST.

  3. resolved Jul 08, 2024, 11:46 PM UTC

    All processing backlogs are now cleared. Any Genie clinics that had online bookings temporarily disabled will now be re-enabled.

Read the full incident report →

Minor June 11, 2024

Processing Delaying with Pin Payments

Detected by Pingoru
Jun 11, 2024, 02:15 AM UTC
Resolved
Jun 11, 2024, 11:24 PM UTC
Duration
21h 8m
Affected: hotdoc.com.au
Timeline · 3 updates
  1. identified Jun 11, 2024, 02:15 AM UTC

    We have identified a issue that impacting the processing of payments for customer using Pin Payments. This is impacting: Capturing pre-authorisation, Release of funds and refund processing. We have identified that this impacts requests that have been put through since 9am 10th June. Our product development team are currently implementing a solution to fix the issue. We will provide further updates in the next 2 hours.

  2. monitoring Jun 11, 2024, 04:10 AM UTC

    We have implemented a fix for the issue present and are now processing requests have been "pending". Processing backlog is nearing cleared. We will provide an update in the next 2 hours.

  3. resolved Jun 11, 2024, 11:24 PM UTC

    All delayed processing requests have now been processed. If you are still experiencing any issues, please contact our Support team.

Read the full incident report →