Hypercare incident

[CA & US Region] Users being logged out of Hypercare app (iOS only)

Minor Resolved View vendor source →

Hypercare experienced a minor incident on June 24, 2025 affecting Notifications and Real-Time Syncing (Canadian Region) and Notifications and Real-Time Syncing (U.S. Region), lasting 1d 1h. The incident has been resolved; the full update timeline is below.

Started
Jun 24, 2025, 12:18 AM UTC
Resolved
Jun 25, 2025, 02:15 AM UTC
Duration
1d 1h
Detected by Pingoru
Jun 24, 2025, 12:18 AM UTC

Affected components

Notifications and Real-Time Syncing (Canadian Region)Notifications and Real-Time Syncing (U.S. Region)

Update timeline

  1. identified Jun 24, 2025, 12:18 AM UTC

    We have received reports of users being routinely logged out of their Hypercare app on iOS devices, impacting their ability to receive app push notifications. Reports have been received from users in both CA and US region. Our Engineering team has identified the potential root cause for this unexpected behaviour and a fix is underway. Users are being encouraged to turn on Safeguard Notifications in Hypercare should they wish to receive a back-up notifications. https://support.hypercare.com/hc/en-us/articles/5376178050445-Safeguard-Notifications-FAQ Users accessing Hypercare on Android devices are not impacted by this issue.

  2. monitoring Jun 24, 2025, 05:38 PM UTC

    A fix has been implemented to our iOS app. Please ensure Users on an iPhone update their app to version 18.3.31, which is now available in the App Store.

  3. resolved Jun 25, 2025, 02:15 AM UTC

    This incident has been resolved.