HotDoc Outage History
HotDoc is up right nowPingoru has recorded 50 incidents for HotDoc: 7 in the last 12 months and 0 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 1 | 6 of 720 (1%) |
| May 2026 | 3 | 26 of 744 (4%) |
| June 2026 | 0 | 0 of 720 (0%) |
| July 2026 | 0 | 0 of 744 (0%) |
| August 2026 | 0 | 0 of 744 (0%) |
| September 2026 | 0 | 0 of 720 (0%) |
| October 2026 | 0 | 0 of 510 (0%) |
Incidents, newest first
Minor May 18, 2026 Degraded performance impacting Payment collection. 3h 53m hotdoc.com.au
Started May 18, 2026, 02:31 AM UTC· resolved May 18, 2026, 06:24 AM UTC
- 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.
- 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.
- 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.
Minor May 6, 2026 Kiosk Check-In Not Working 1h 36m hotdoc.com.au, Kiosk
Started May 06, 2026, 01:49 AM UTC· resolved May 06, 2026, 03:26 AM UTC
- 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.
- investigating May 06, 2026, 03:26 AM UTC
We are continuing to investigate this issue.
- 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.
Minor May 6, 2026 Syncing Issues affecting Partial Patient Matches 22h 25m hotdoc.com.au, Integrations
Started May 06, 2026, 01:38 AM UTC· resolved May 07, 2026, 12:04 AM UTC
- 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.
Minor April 15, 2026 Degraded Platform Performance 6h 24m hotdoc.com.au, Sidebar, Kiosk, Connector and 2 more
Started Apr 15, 2026, 09:26 PM UTC· resolved Apr 16, 2026, 03:51 AM UTC
- 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.
- investigating Apr 15, 2026, 09:27 PM UTC
We are continuing to investigate this issue.
- 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.
- 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.
- 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.
Minor March 17, 2026 Halo Sync Degradation 53m Connector, Integrations
Started Mar 17, 2026, 07:47 AM UTC· resolved Mar 17, 2026, 08:40 AM UTC
- 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.
- identified Mar 17, 2026, 07:48 AM UTC
We are continuing to clear the backlog and restore sync.
- identified Mar 17, 2026, 07:49 AM UTC
We are continuing to clear the backlog and restore sync.
- resolved Mar 17, 2026, 08:40 AM UTC
All clinics are re-synced and up to date. This incident has been marked as resolved.
Minor November 23, 2025 SMS Replies to appointment reminders not being received 5h 45m hotdoc.com.au
Started Nov 23, 2025, 11:09 PM UTC· resolved Nov 24, 2025, 04:54 AM UTC
- 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.
- 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.
- 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.
Minor November 12, 2025 Service Disruption - HotDoc Sidebar 1h 45m hotdoc.com.au, Sidebar
Started Nov 12, 2025, 01:12 AM UTC· resolved Nov 12, 2025, 02:57 AM UTC
- 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.
- 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.
- resolved Nov 12, 2025, 02:57 AM UTC
This incident has been resolved. If are you still experiencing issues, please contact our Support team.
Minor January 29, 2025 Payment Request Service Disruption 20h 2m hotdoc.com.au
Started Jan 29, 2025, 02:18 AM UTC· resolved Jan 29, 2025, 10:20 PM UTC
- 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.
- 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.
- resolved Jan 29, 2025, 10:20 PM UTC
We can confirm that the root cause has been identified and this issue is now resolved.