Is Procare down?

We are currently investigating an issue affecting ChildPlus Desktop and Online. Users may be unable to connect to the application at this time. Our engineering team has been engaged and is actively working to identify and resolve the cause. We will provide an update as soon as more information is available.

A fix has been implemented and we are monitoring the results.

ChildPlus Desktop and Online have been restored and users should be able to log in normally. Our team is actively monitoring to confirm full stability. We are continuing to investigate the root cause and will provide a final update once confirmed.

This incident has been resolved. ChildPlus Desktop and Online are fully restored and operating normally. The disruption was caused by an underlying hardware issue on AWS infrastructure that affected the servers hosting the ChildPlus application. AWS has confirmed the issue on their end and it has been remediated. We apologize for the impact this caused. If you continue to experience any issues accessing ChildPlus, please contact our support team.

We are aware of an issue affecting new family registration pages for SchoolCare Works customers. Families attempting to access registration pages are receiving an error preventing them from completing registration. All other areas of the SchoolCare Works application are functioning normally. Our engineering team is actively investigating and working toward a resolution. We will provide updates as they become available.

We have identified the root cause of the issue affecting new family registration pages for SchoolCare Works customers. A fix has been developed and is currently completing final validation. We are targeting deployment to production within the next 30 minutes. All other areas of the SchoolCare Works application continue to function normally. We will post another update once the fix has been deployed.

A hotfix has been deployed to all affected production environments and new family registration pages have been verified as restored. We are actively monitoring to confirm full stability. No further action is needed on your end. We will post a final update once we have confirmed the issue is fully resolved.

This incident has been resolved. New family registration pages are fully restored and operating normally across all affected SchoolCare Works environments. We apologize for the disruption this caused to your operations. If you continue to experience any issues, please contact our support team.

We are currently investigating an issue impacting autopay payments and payment methods on file in Procare Online. Some users have reported that scheduled autopay payments are either not processing as expected or are being pulled from a different payment method on file. If an autopay transaction does not process as expected, payment may need to be collected manually while the issue is under investigation. Our team is actively investigating and will provide updates as more information becomes available.

Update - We have identified the issue impacting autopay processing and payment methods on file in Procare Online and are currently testing a fix. At this time, some users may still experience scheduled autopay payments not processing as expected or being pulled from a different payment method on file. For payments missed during this issue window, centers may either collect payment manually using the “Receive Payment” option or allow the balance to be collected during the next autopay cycle.  We will continue to provide updates as additional information becomes available.

The issue impacting autopay processing and payment methods on file in Procare Online has been resolved. Autopay is now functioning as expected. We appreciate your patience while our team worked to address this. For payments missed during this issue window, centers may either collect payment manually using the "Receive Payment" option or allow the balance to be collected during the next scheduled autopay cycle. If a manual payment was collected that covered the full balance, autopay will skip that family at the next cycle. If only a partial payment was made, autopay will collect only the remaining amount owed.

Our contact center phone system is currently unavailable due to a service disruption with our third-party telephony provider, GoTo. This is not an issue with Procare's platform or systems — GoTo is actively working to resolve the outage on their end, and you can monitor their progress at status.goto.com. In the meantime, our support team remains fully available to assist you via email at [email protected] or through live chat in the mobile app. We will continue to provide updates as GoTo works toward resolution. Thank you for your patience.

Our third-party telephony provider, GoTo, has resolved the service disruption affecting our contact center phone system, and phone support is now fully restored. We appreciate your patience during this outage. If you submitted a request via email or chat during the disruption, our team will follow up with you shortly. You can reach us by phone at (800) 964-1729, by email at [email protected], or through live chat in the mobile app. Thank you for your understanding.

We are currently investigating reports of customers receiving authentication errors when attempting to process payments within our mobile application. Our team is actively working to identify the cause and scope of this issue. In the meantime, payments on the web are processing as expected. We recommend using the web platform to process payments until this issue is resolved: https://schools.procareconnect.com/login We will provide updates as more information becomes available.

We are continuing to investigate reports of authentication errors when processing payments in our mobile application. We can confirm this issue is isolated to one-time payments only. Families on recurring plans are not affected and payments will continue to process as normal. In the meantime, all payments on the web are processing as expected. We recommend using the web platform to process one-time payments until this issue is resolved: https://schools.procareconnect.com/login We appreciate your patience and will share further updates as they become available.

The payment processing issue affecting one-time payments in our mobile app has been resolved. All payments are now processing as expected. Families who experienced an authentication error can now retry their payment. We apologize for any inconvenience this may have caused and thank you for your patience.  If you continue to experience issues, please contact Procare Customer Support by utilizing the chat on the bottom right-hand corner of Procare Online.