Hypercare incident

Login services (US and CA) and notification services (US) interruption

Critical Resolved View vendor source →

Hypercare experienced a critical incident on October 20, 2025 affecting Login and Single Sign On (Canadian Region) and Login and Single Sign On (U.S. Region) and 1 more component, lasting 1d 9h. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 08:00 AM UTC
Resolved
Oct 21, 2025, 05:33 PM UTC
Duration
1d 9h
Detected by Pingoru
Oct 20, 2025, 08:00 AM UTC

Affected components

Login and Single Sign On (Canadian Region)Login and Single Sign On (U.S. Region)Messaging (U.S. Region)Notifications and Real-Time Syncing (U.S. Region)

Update timeline

  1. investigating Oct 20, 2025, 09:44 AM UTC

    Critical AWS services experiencing an outage causing interruptions Hypercare login services (impacting US and Canada users) and notification delivery (US only). Users who are already logged into Hypercare are asked to stay logged in.

  2. monitoring Oct 20, 2025, 09:46 AM UTC

    Hypercare services are gradually restoring to normal operations. Services are recovering with significant improvement. Our team continues to monitor the situation with AWS.

  3. monitoring Oct 20, 2025, 09:52 AM UTC

    Login services for users based in Canada have been fully restored. We continue to monitor restoration of Notification and Real-Time Syncing services for US users.

  4. monitoring Oct 20, 2025, 12:28 PM UTC

    [US only] Users in US region continue to be impacted by the AWS incident. Engineers are continuing to investigate options for restoring real-time notification services despite the AWS incident.

  5. monitoring Oct 20, 2025, 02:48 PM UTC

    [US only] Hypercare login services and real-time notifications are impacted by AWS outage. Engineers are continuing to investigate options for restoring the services despite the AWS incident. Users who are already logged into Hypercare are asked to stay logged in.

  6. monitoring Oct 20, 2025, 03:06 PM UTC

    [US only] Hypercare login services are recovered. Real-time notifications are still impacted by AWS outage. Engineers are continuing to investigate options for restoring the services despite the AWS incident.

  7. monitoring Oct 20, 2025, 04:41 PM UTC

    [US only] We are observing intermittent delays when loading messaging screens as the system processes requests on AWS. Our engineers are actively exploring options to restore full service despite the ongoing AWS incident.

  8. monitoring Oct 20, 2025, 05:15 PM UTC

    [US only] Messaging functions are now fully operational. Real-time notification system is still impacted. We will continue to monitor system recovery from AWS services.

  9. monitoring Oct 20, 2025, 06:58 PM UTC

    [US region] Notification and Real-time syncing are recovered. We're monitoring the services.

  10. resolved Oct 21, 2025, 05:33 PM UTC

    This incident has been resolved.