Hypercare incident

Unable to verify on PIN code page/ biometrics [iOS App Only - CA and US Region]

Minor Resolved View vendor source →

Hypercare experienced a minor incident on March 26, 2025 affecting Login and Single Sign On (Canadian Region) and Login and Single Sign On (U.S. Region), lasting 5d. The incident has been resolved; the full update timeline is below.

Started
Mar 26, 2025, 02:38 PM UTC
Resolved
Mar 31, 2025, 02:44 PM UTC
Duration
5d
Detected by Pingoru
Mar 26, 2025, 02:38 PM UTC

Affected components

Login and Single Sign On (Canadian Region)Login and Single Sign On (U.S. Region)

Update timeline

  1. investigating Mar 26, 2025, 02:38 PM UTC

    We are currently investigating reports of users being unable to bypass the PIN code page on the mobile app after entering the correct PIN code or biometrics. The issue is currently being investigated. Users are advised to continue accessing Hypercare via a web browser and/or click "Forget Pin?", continue to log out, and then log into the app again.

  2. identified Mar 26, 2025, 03:53 PM UTC

    We have identified the issue. The team is working on creating a fix.

  3. monitoring Mar 27, 2025, 12:24 PM UTC

    The iOS fix has been submitted and approved by Apple yesterday at 1:17am ET. The release is available on App Store for iOS. Users are highly recommended to download the latest version.

  4. monitoring Mar 27, 2025, 02:47 PM UTC

    We are continuing to monitor for any further issues.

  5. resolved Mar 31, 2025, 02:44 PM UTC

    This incident has been resolved.