Procare experienced a minor incident on July 23, 2026 affecting API and PayNow, lasting 1d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 23, 2026, 08:53 PM UTC
We're currently experiencing degraded performance in transaction response times for payment processing, with some transactions taking longer than usual to complete. The issue began at 5:30 AM ET and has continued intermittently throughout the day. Our team has identified a likely cause and is actively working on additional steps to fully resolve the issue. We will continue to update this page as more information becomes available. Users may experience slow or failed payments, as well as occasional delays or timeouts when loading payment profiles. If you receive a payment failure notification, please do not immediately resubmit. First, check your payment history to confirm whether the original transaction went through, as retrying too quickly could result in a duplicate charge. If you believe you've been charged more than once, please contact your center, who can reach out to Tuition Express Support at (888) 419-5033 for resolution.
- monitoring Jul 24, 2026, 01:08 AM UTC
Response times have returned to normal. Our team continues to investigate the underlying cause and is working to mitigate any remaining impact from the earlier elevated response times, including reviewing transactions for accuracy. If you receive a payment failure notification, please do not immediately resubmit. First, check your payment history to confirm the transaction's status before reattempting. If you have any questions or concerns, please contact Tuition Express Support at (888) 419-5033 for assistance. We will continue to update this page as more information becomes available.
- identified Jul 24, 2026, 05:59 PM UTC
The issue affecting payment processing response times has recurred intermittently since yesterday, including this morning. Our team continues to investigate the underlying cause and is retroactively identifying and correcting any duplicate transactions resulting from this issue. If you receive a payment failure notification, please do not immediately resubmit. First, check your payment history to confirm the transaction's status before reattempting. If you have any questions or concerns, please contact Tuition Express Support at (888) 419-5033 for assistance. We will continue to update this page as more information becomes available.
- monitoring Jul 24, 2026, 08:35 PM UTC
Response times have returned to normal following a fix deployed by our engineering team. We are continuing to monitor closely before considering this fully resolved and are still working to confirm the underlying root cause. Our team is retroactively identifying and correcting any duplicate transactions initiated as a result of this issue. If you received a payment failure notification earlier today, please do not resubmit without first checking your payment history to confirm the transaction's status. If you have any questions or concerns, please contact Tuition Express Support at (888) 419-5033 for assistance. We will continue to update this page as more information becomes available.
- resolved Jul 24, 2026, 11:34 PM UTC
The issue affecting payment processing response times has been resolved. Our engineering team identified and addressed the underlying root cause, and response times have remained stable and normal since the fix was deployed. As part of our resolution efforts, we proactively reviewed transactions processed during this incident and identified potentially duplicate transactions that may have resulted from the elevated response times. These duplicate transactions have been voided. Schools with affected transactions will receive direct communication with details on any voided transactions. We appreciate your patience as we worked to resolve this issue. If you have any questions or concerns, please contact Tuition Express Support at (888) 419-5033 for assistance