IDEXX incident
Issue starting IDEXX Payments transactions from Neo
IDEXX experienced a major incident on July 16, 2026 affecting Neo Software, lasting 21h 6m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jul 16, 2026, 03:53 PM UTC
The Neo team is aware of an issue impacting IDEXX Payments transactions. We are working with our IDEXX Payments partners to understand the root cause. In Google Chrome, please Empty Cache and Hard Reload to resolve the issue. Mac - Open the page you want to refresh. - Open Chrome DevTools using Command (⌘) + Option + I. - With DevTools open, click and hold or right-click the Reload button beside the address bar. - Select Empty Cache and Hard Reload. Windows - Open the page you want to refresh. - Open Chrome DevTools using Ctrl + Shift + I or F12. - With DevTools open, click and hold or right-click the Reload button beside the address bar. - Select Empty Cache and Hard Reload.
- monitoring Jul 16, 2026, 05:31 PM UTC
A fix has been applied and we're monitoring the system.
- monitoring Jul 16, 2026, 08:39 PM UTC
We are continuing to investigate reports of this issue. Until it is resolved, please use Empty Cache and Hard Reload as needed.
- monitoring Jul 16, 2026, 10:17 PM UTC
A fix has been applied and we're monitoring the system.
- resolved Jul 17, 2026, 12:59 PM UTC
This incident has been resolved.