Planet DDS incident
DentalXChange - Partner Service Incident Impacting Denticon & Cloud 9
Planet DDS experienced a critical incident on September 28, 2026 affecting Eligibility and Claims (DentalXchange) and Eligibility & Claims, lasting 2h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 28, 2026, 03:35 PM UTC
We are aware that our partners, DentalXChance are undergoing an incident, this is impacting Claims and Attachments workflows. During this outage Customers may be unable to transmit claims, upload claim attachments, or process pre-auth transmissions/attachments through DentalXChange. No workaround is available while the vendor investigates, We are tracking this issue for resolution.
- investigating Sep 28, 2026, 03:36 PM UTC
We are continuing to investigate this issue.
- identified Sep 28, 2026, 04:43 PM UTC
No updates have been shared by our partners, we continue to monitor.
- monitoring Sep 28, 2026, 04:58 PM UTC
DentalXChange have advised that the original issue should now be restored, they have however advised us that they are now also suffering a general performance issue which may result in general slowness. We again continue to monitor this event.
- resolved Sep 28, 2026, 05:42 PM UTC
This incident has been resolved.