Procare Outage History

Started Sep 23, 2026, 09:06 PM UTC· resolved Sep 24, 2026, 03:21 PM UTC

1. monitoring Sep 23, 2026, 09:06 PM UTC

   We are aware of an intermittent posting issue impacting some POS payments made via MyProcare and Procare Engagement. We have taken steps to resolve the issue and are working to backfill unposted entries. Entries already posted via the Payment Reconciliation screen will not be duplicated. All impacted transactions processed successfully and will be communicated directly via targeted communication, but can be manually posted via the Payment Reconciliation screen in Procare Desktop in the meantime. Please do not make manual entries outside of the Payment Reconciliation screen. A related issue with Recurring Payment Links that were not loading or importing profiles correctly has also been resolved. All previously provided links are now functional, and profiles can be updated successfully. We will provide another update once backfilling has been completed successfully.

2. monitoring Sep 24, 2026, 01:21 AM UTC

   Impacted transactions have been communicated to centers and have been successfully backfilled. Our teams will continue to monitor into tomorrow to ensure full resolution. Thank you for your patience as we work to ensure full resolution.

3. resolved Sep 24, 2026, 03:21 PM UTC

   All impacted transactions have been successfully backfilled and confirmed posted. The underlying posting issue has been fully resolved, and our teams have completed monitoring with no further issues observed. Thank you for your patience while we worked through this.

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Started Sep 21, 2026, 03:20 PM UTC· resolved Sep 21, 2026, 04:33 PM UTC

1. investigating Sep 21, 2026, 03:20 PM UTC

   We are currently investigating an issue affecting the ChildPlus pre-application service. Parents are unable to submit new online applications to join a program. This does not affect existing customers, current families, or the core ChildPlus application, which continues to function normally. Our team is actively investigating the root cause and will provide updates as more information becomes available.

2. resolved Sep 21, 2026, 04:33 PM UTC

   This incident has been resolved. The ChildPlus pre-application service is fully operational, and parents are able to submit new online applications normally. No existing customer or parent data was affected, and the core ChildPlus application remained available throughout. We apologize for the inconvenience and appreciate your patience.

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Started Jul 27, 2026, 01:52 PM UTC· resolved Jul 27, 2026, 02:27 PM UTC

1. investigating Jul 27, 2026, 01:52 PM UTC

   We are currently aware of an issue affecting Point of Sale (POS) functionality in SchoolCare Works for some users. Payment screens may fail to load, which can prevent payment transactions from being completed. Our engineering team has been engaged and is actively working to resolve this as quickly as possible. We appreciate your patience and will provide updates here as our investigation progresses.

2. resolved Jul 27, 2026, 02:27 PM UTC

   This issue has been resolved. Our engineering team identified the root cause as a monitoring configuration change that was blocking payment screens from loading in SchoolCareWorks. A fix was applied and payment screens are now loading and processing normally. We apologize for the disruption and thank you for your patience.

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Started Jul 23, 2026, 08:53 PM UTC· resolved Jul 24, 2026, 11:34 PM UTC

1. 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.

2. 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.

3. 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.

4. 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.

5. 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

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Started Jul 09, 2026, 12:10 PM UTC· resolved Jul 09, 2026, 02:42 PM UTC

1. identified Jul 09, 2026, 12:10 PM UTC

   We are currently experiencing an issue impacting all payment processing. Customers may be unable to complete payment transactions at this time. Our teams are actively investigating the issue and working to restore service as quickly as possible. We will provide additional updates as more information becomes available. We apologize for the disruption and appreciate your patience while we work toward a resolution.

2. monitoring Jul 09, 2026, 12:19 PM UTC

   Payment processing has been restored, and transactions are now processing successfully. The disruption impacted payment processing from approximately 2:00 AM to 5:15 AM PT. Payments attempted during this period were not processed, and users would have received an error message. Autopay transactions impacted by the disruption will automatically be reattempted. Our teams will continue to monitor the system to ensure stability. We will provide an additional update once the incident is fully resolved. We appreciate your patience while we worked to restore service.

3. resolved Jul 09, 2026, 02:42 PM UTC

   The payment processing disruption has been resolved, and all payment attempts are now processing successfully. The disruption impacted payment processing beginning at approximately 9:00pm PT on 7/8/26, with a full outage from 2:00 AM to 5:15 AM PT on 7/9/26. Payments attempted unsuccessfully during this period were not processed, and users would have received a connection error. These were connection failures, not payment declines, and no decline fees will be assessed as a result of this incident. Impacted Procare Online Autopay payments will automatically retry today. Our teams have confirmed that payment processing remains stable, and we are closing this incident as resolved. We appreciate your patience while we worked to restore service.

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Started Jun 15, 2026, 03:16 PM UTC· resolved Jun 15, 2026, 11:06 PM UTC

1. investigating Jun 15, 2026, 03:16 PM UTC

   We are aware of an issue impacting Daily Activity logging for some customers. Users may experience errors when saving activities and may see duplicate SISO activity entries. Our team is actively investigating and working toward a resolution. We will provide updates as more information becomes available.

2. monitoring Jun 15, 2026, 03:54 PM UTC

   A fix has been released and our team is monitoring to ensure full resolution. New Daily Activities and SISO entries are posting as expected, and activities that failed to post during the outage have been queued to post retroactively. Our team is reviewing the scope of duplicated entries and working to determine the best path for cleanup. We will provide updates as more information becomes available.

3. resolved Jun 15, 2026, 11:06 PM UTC

   After continued monitoring, we have confirmed this incident is fully resolved. No new instances of Daily Activity logging errors, including duplicate SISO activities, have been observed since the fix was released. Our team will be implementing cleanup efforts this week to remove any duplicated activities created during the incident window. We appreciate your patience while we worked to address this issue.

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Started May 29, 2026, 05:55 PM UTC· resolved May 29, 2026, 07:51 PM UTC

1. investigating May 29, 2026, 05:55 PM UTC

   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.

2. monitoring May 29, 2026, 06:18 PM UTC

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

3. monitoring May 29, 2026, 06:21 PM UTC

   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.

4. resolved May 29, 2026, 07:51 PM UTC

   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.

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Started May 29, 2026, 03:53 PM UTC· resolved May 29, 2026, 05:51 PM UTC

1. investigating May 29, 2026, 03:53 PM UTC

   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.

2. identified May 29, 2026, 04:22 PM UTC

   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.

3. monitoring May 29, 2026, 04:55 PM UTC

   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.

4. resolved May 29, 2026, 05:51 PM UTC

   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.

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Started May 11, 2026, 02:52 PM UTC· resolved May 11, 2026, 08:04 PM UTC

1. investigating May 11, 2026, 02:52 PM UTC

   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.

2. identified May 11, 2026, 05:40 PM UTC

   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.

3. resolved May 11, 2026, 08:04 PM UTC

   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.

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Started Apr 20, 2026, 03:10 PM UTC· resolved Apr 20, 2026, 03:25 PM UTC

1. investigating Apr 20, 2026, 03:10 PM UTC

   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.

2. resolved Apr 20, 2026, 03:25 PM UTC

   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.

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Started Mar 31, 2026, 01:39 PM UTC· resolved Mar 31, 2026, 04:00 PM UTC

1. investigating Mar 31, 2026, 01:39 PM UTC

   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.

2. investigating Mar 31, 2026, 02:25 PM UTC

   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.

3. resolved Mar 31, 2026, 04:00 PM UTC

   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.

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Started Jan 20, 2026, 04:23 PM UTC· resolved Jan 20, 2026, 06:32 PM UTC

1. investigating Jan 20, 2026, 04:23 PM UTC

   We have received reports of users experiencing slowness or intermittent error messages on Procare Online (web). Our Development team is actively investigating and will provide updates as more information becomes available.

2. investigating Jan 20, 2026, 05:07 PM UTC

   Our engineering team has mitigated the intermittent slowness and errors in Procare Online. Root cause investigation is ongoing, and system performance should be returning to normal. Please contact Procare Customer Support if you continue to experience issues.

3. resolved Jan 20, 2026, 06:32 PM UTC

   The intermittent slowness and errors affecting Procare Online have been fully resolved. Our engineering team has identified and addressed the root cause, and all systems are operating normally. We apologize for any inconvenience and thank you for your patience. Please contact Procare Customer Support if you have any questions.

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Started Dec 30, 2025, 05:56 PM UTC· resolved Dec 31, 2025, 03:43 AM UTC

1. investigating Dec 30, 2025, 05:56 PM UTC

   We are currently experiencing an issue with our email delivery service that may impact all email types from the Procare Online platform. Our team is working with our email provider to resolve this quickly. In the meantime, emails are being queued and will be sent once service is restored. We expect this to be resolved shortly and will provide updates as we have them. We apologize for any inconvenience.

2. identified Dec 30, 2025, 10:04 PM UTC

   We continue to actively work with our email service provider to resolve the current disruption. Emails remain queued and will be delivered once service is restored. Our team is making progress, and we anticipate a resolution soon. Thank you for your patience.

3. resolved Dec 31, 2025, 03:43 AM UTC

   The email delivery issue has been resolved, and service has been fully restored. All queued emails are now being delivered. Thank you for your patience during this disruption.

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Started Dec 11, 2025, 08:05 PM UTC· resolved Dec 11, 2025, 09:28 PM UTC

1. investigating Dec 11, 2025, 08:06 PM UTC

   We are investigating an issue introduced with the Procare Desktop 2025.18.1 update that is preventing some centers from submitting Tuition Express batches. Impacted centers will see the error message "Input string was not in a correct format." Our team has identified the root cause and is actively working on a fix, which we expect to deploy by end of day 12/11/2025. There is currently no workaround available. Please continue to monitor this status page for updates. We apologize for the inconvenience and appreciate your patience as we work to resolve this issue.

2. resolved Dec 11, 2025, 09:28 PM UTC

   The issue affecting the processing of large TE payment batches has been resolved. Centers should no longer encounter the “Input string is not in correct format” error. A restart of the Procare Desktop software is required to pull down the update and apply the fix. If you continue to experience issues, please contact Procare Customer Support.

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Started Nov 14, 2025, 05:36 PM UTC· resolved Nov 14, 2025, 11:57 PM UTC

1. investigating Nov 14, 2025, 05:36 PM UTC

   We are currently investigating reports from some Desktop application users experiencing connection errors when attempting to log in. Users may see an error message indicating "A connection was successfully established with the server, but then an error occurred during the login process." Our technical team is actively working to identify and resolve the issue. We will provide an update as soon as more information becomes available.

2. monitoring Nov 14, 2025, 07:59 PM UTC

   The connection issues affecting some Desktop application users have been resolved. The issue was identified as an upstream provider problem that has now been corrected. Users should now be able to log in to the desktop application normally. We will continue to monitor the service to ensure stability. If you continue to experience any issues, please contact our support team. Thank you for your patience during this interruption.

3. resolved Nov 14, 2025, 11:57 PM UTC

   The login issues affecting some Desktop application users have been resolved. The service is now operating normally. Thank you for your patience.

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Started Oct 27, 2025, 02:22 PM UTC· resolved Oct 28, 2025, 12:14 PM UTC

1. investigating Oct 27, 2025, 02:22 PM UTC

   We’re aware of an issue impacting some Android users using the Procare Online app. Affected users may experience login difficulties or app crashes. This issue can impact both staff and parents. Our team is actively investigating and working on a resolution. Depending on your school or center’s setup, the Procare Online web version may serve as a temporary workaround: https://schools.procareconnect.com/login We’ll share an update as soon as more information is available.

2. identified Oct 27, 2025, 05:43 PM UTC

   Our team is actively assessing potential solutions and working to resolve the issue. We’ll continue to share updates as we make progress.

3. identified Oct 27, 2025, 08:20 PM UTC

   A new version of the Procare app has been submitted to Google Play and is currently awaiting approval. The review process can take up to one business day. Until the update is approved and released, some Android users may continue experiencing login issues or app crashes through Tuesday, October 28th. We’ll share another update once approval is confirmed and outline next steps at that time.

4. identified Oct 28, 2025, 12:14 PM UTC

   Resolved – Updated Required A fix has been released for the Android login/crash issue. Updating the Procare Online app to version 6.4.2 in the Google Play Store is required to ensure a successful login and prevent further issues. We appreciate your patience as we worked to resolve this.

5. resolved Oct 28, 2025, 12:14 PM UTC

   This incident has been resolved.

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Started Oct 27, 2025, 12:19 PM UTC· resolved Oct 27, 2025, 01:18 PM UTC

1. investigating Oct 27, 2025, 12:19 PM UTC

   Outgoing email communications are currently not sending due to an issue with a third-party service provider. Emails sent during this time will remain in queue and are expected to send automatically once the service is restored. This impacts all email types, including but not limited to: newsletters, invitations to parents or staff, sign-in/out notifications, password reset emails, and daily summary emails. SMS services are currently not impacted and are working as expected. Our teams are actively working with our partner to resolve the issue as quickly as possible. We’ll share updates as soon as more information becomes available.

2. resolved Oct 27, 2025, 01:18 PM UTC

   The earlier issue affecting outgoing email delivery has been resolved. Emails sent during the disruption were queued and will automatically resend, though some delays may still occur as the backlog clears. SMS services were not impacted and continue to work as expected. We’ll continue monitoring to ensure everything returns to normal performance.

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Started Oct 20, 2025, 12:08 PM UTC· resolved Oct 21, 2025, 01:44 AM UTC

1. investigating Oct 20, 2025, 12:08 PM UTC

   Due to an ongoing AWS outage, some of our services are currently impacted. Our team is actively investigating this disruption and exploring options to improve the user experience where possible. At this time, we’re aware that the outage is preventing MFA codes from being sent to Procare Desktop users. Because this issue stems from a third-party provider (AWS), our ability to resolve it directly is limited. However, we’re closely monitoring their progress and will provide updates as soon as more information becomes available.

2. investigating Oct 20, 2025, 01:31 PM UTC

   We are aware that the ongoing AWS outage is now affecting several components of our services. This situation continues to evolve, and we are still assessing the full scope of user impact. In Procare Desktop, users should begin to see some relief with MFA codes being delivered, though delays may still occur. Additionally, some users encountered a “500 error” message when processing Point of Sale (POS) transactions. This functionality has been restored; however, intermittent errors may still occur. In Procare Online, users have reported issues adding new payment methods, slow site navigation, and occasional “Server Error” messages. These disruptions are directly related to the ongoing AWS outage. You can find more information and live updates from AWS here: https://health.aws.amazon.com/health/status Our team continues to monitor this situation closely and is working diligently to improve the user experience where possible. However, because this is a third-party outage, our mitigation options are limited until AWS services are fully restored. We’ll continue to provide updates as new information becomes available.

3. investigating Oct 20, 2025, 03:09 PM UTC

   We’re currently experiencing service disruptions across multiple Procare platforms due to the ongoing AWS outage. Our teams are actively monitoring the situation and working to improve the user experience where possible. The following areas are impacted: Procare Online - Inability to add or update payment methods (intermittent) - Slow navigation and loading times - Intermittent login issues - “Server error” messages - Email/SMS Delivery Procare Desktop Users should continue to see relief with MFA codes being delivered, and POS payments are now processing as expected. However, due to the ongoing AWS outage, some users may still experience intermittent errors. SchoolCare Works For customers using Messaging within SchoolCare Works, this feature is currently impacted by the ongoing AWS outage. Users may be unable to load the Messaging pane, and messaging functionality will not be available at this time. Internal Tools Our internal tools, including our phone system and chat platform, are also being impacted by the ongoing AWS outage. As a result, response times may be delayed while our team works through these issues on their end. We appreciate your patience as we continue to navigate this situation and will provide updates as more information becomes available.

4. investigating Oct 20, 2025, 05:13 PM UTC

   We continue to experience intermittent disruptions across multiple Procare platforms as a result of the ongoing AWS outage. In addition to the previously reported issues, additional reports have emerged regarding Tuition Express payment processing, including: - Inability to process Tuition Express payments - “503” errors when attempting to process batches or Point of Sale (POS) payments - “500” errors during processing - “Expired user profile” errors Our team is working diligently to minimize impact and improve the user experience where possible. However, due to the nature of this incident, mitigation options are limited. We sincerely apologize for the inconvenience and will continue to provide updates here as more information becomes available regarding the user experience.

5. monitoring Oct 20, 2025, 08:07 PM UTC

   Starting around 1:00 AM MT on October 20, 2025, AWS experienced intermittent disruptions that caused instability across multiple Procare platforms. From 8:00 AM to 11:45 AM MT, a broader AWS outage further impacted Procare Desktop, Procare Online, and SchoolCare Works, resulting in degraded performance and payment failures. Current status: Our systems are recovering. Some services may remain delayed while some queued transactions finish processing. Continuous Payment Issues: We’re continuing to monitor remaining payment issues and will provide updates here as more information becomes available. Procare Online Users: Email & SMS Messages sent during the incident are expected to queue and deliver, though delays are possible. Because our third-party messaging provider was also affected, please consider re-sending any critical communications sent today.

6. resolved Oct 21, 2025, 01:44 AM UTC

   Resolved - AWS Infrastructure Incident Status: Resolved Posted: October 20, 2025 - 7:45 PM MDT The AWS infrastructure incident that began at approximately 11:30 PM PT on October 19 has been resolved. All Procare services have returned to normal operation. Service Restoration Summary Payment processing is fully operational across all platforms. Mobile applications for both iOS and Android have been restored. Communication services including SMS and email notifications are functioning normally, and all system components are performing at expected levels. Platform Status Desktop: All services have been fully restored. Some failed scheduled payments from this morning require manual reprocessing, and affected centers will receive separate instructions with specific details. All payment features are operating normally. SchoolCare Works: All services have been fully restored. Autopay batches have been successfully re-triggered. Centers should review their accounts for any incorrect late fees that may need adjustment. Online: Web and mobile apps have been fully restored. Autopay retries completed successfully this afternoon. Any manual payments that failed during the outage will need to be resubmitted by users. We apologize for the inconvenience and appreciate your patience during this incident. If you experience any ongoing issues, please contact our support team. This incident is now closed.

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Started Oct 15, 2025, 03:06 PM UTC· resolved Oct 15, 2025, 05:36 PM UTC

1. identified Oct 15, 2025, 03:06 PM UTC

   We’re aware of an issue causing children with future withdrawal dates in Procare Desktop to appear as deactivated in Family Engagement. This issue began around 6 PM MT on Tuesday, October 14, and was identified the following morning, October 15. Our team is actively working to resolve this for all impacted schools, though full resolution may take a few hours. If you need your data synced immediately, please reach out to Customer Support using the chat feature in the bottom-right corner of your Procare Online screen. We’ll provide an update here once all affected accounts have been fully restored.

2. resolved Oct 15, 2025, 05:36 PM UTC

   This issue has now been resolved for all known impacted schools. If you continue to see any discrepancies, please initiate a chat with our Customer Support team using the chat feature in the bottom-right corner of your Procare Online screen - they can initiate a manual sync for your account. An additional automated sync will run tonight to capture any remaining discrepancies. Thank you for your patience while we worked to resolve this issue.

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Started Oct 09, 2025, 01:46 PM UTC· resolved Oct 09, 2025, 03:54 PM UTC

1. investigating Oct 09, 2025, 01:46 PM UTC

   We are aware of an issue preventing parents and staff members from receiving email notifications from Procare Online. This impacts all email types, including but not limited to: newsletters, invitations to parents or staff, sign-in/out notifications, password reset emails, and daily summary emails. Our team is actively engaged with our third-party provider to resolve this as quickly as possible. At this time, it is unclear whether these emails are being queued and will send once the issue is resolved. We will provide an update here as soon as more information becomes available.

2. resolved Oct 09, 2025, 03:54 PM UTC

   The issue affecting emails sent from Procare Online has been resolved. This disruption began at approximately 5:00 PM MT on October 8, 2025, and was fully resolved by 9:00 AM MT on October 9. During this time, outgoing emails were not sent; however, they were successfully queued in our system. All queued emails are now being processed, and staff members and parents can expect to receive these messages over the next few hours as our system completes delivery. Our team is implementing additional safeguards to prevent similar issues in the future. We appreciate your patience and understanding as we worked through this disruption.

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Started Sep 26, 2025, 02:30 PM UTC· resolved Oct 09, 2025, 01:44 PM UTC

1. investigating Sep 26, 2025, 02:30 PM UTC

   Our team is aware of degraded performance in MyProcare. Some users may experience login issues, intermittent slowness, or error messages while navigating. We are actively investigating and will provide updates as more information becomes available.

2. investigating Sep 26, 2025, 04:03 PM UTC

   We are continuing to investigate issues with MyProcare. As part of ongoing relief efforts, some Procare Desktop with Engage customers may experience disruptions when syncing with Engagement functionality. Our team is actively monitoring the situation and will provide updates as soon as more information becomes available.

3. monitoring Sep 26, 2025, 05:17 PM UTC

   We’ve addressed the recent issues impacting MyProcare, and services are now stabilizing. Our team will continue monitoring closely to ensure full resolution. Additionally, some Procare Desktop with Engage customers may have experienced syncing disruptions. These services are also recovering, though it may take additional time for all syncs to complete.

4. monitoring Sep 26, 2025, 06:36 PM UTC

   We’ve addressed the recent issues impacting MyProcare, and services are now stabilizing. The disruption occurred between Sept 24 at 11:00 AM MT and Sept 25 at 3:10 PM MT. Our team will continue monitoring closely to ensure full resolution. There is no action required on your part - ledger discrepancies will be corrected systematically behind the scenes, and all impacted schools will receive follow-up by Monday, Sept 29. Additionally, some Procare Desktop with Engage customers may have experienced syncing disruptions. These services are also recovering, though it may take additional time for all syncs to complete.

5. resolved Oct 09, 2025, 01:44 PM UTC

   This incident has been resolved.

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Started Sep 09, 2025, 05:38 PM UTC· resolved Sep 09, 2025, 06:47 PM UTC

1. investigating Sep 09, 2025, 05:38 PM UTC

   We are aware of reports from some customers indicating that while ACH deposits have been received, corresponding POS deposits are not yet reflected. We are actively monitoring this situation and have engaged our processing partners to confirm there are no delays or interruptions on their end. While we work with them to gather more details, please know that we are tracking this closely and will provide updates as soon as more information is available. Thank you for your patience, and we apologize for any concern this may cause.

2. resolved Sep 09, 2025, 06:47 PM UTC

   The issue affecting POS deposit display has been resolved. All pending deposits should now be properly reflected in customer accounts. We apologize for any concern this may have caused and thank you for your patience.

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Started Sep 08, 2025, 01:08 PM UTC· resolved Sep 08, 2025, 03:01 PM UTC

1. investigating Sep 08, 2025, 01:08 PM UTC

   We are currently investigating a sync issue affecting data synchronization between Procare Desktop and Engagement Functionality. Changes made in Procare Desktop, such as adding new families or updating existing family information, may be delayed or not appear immediately in Engagement Functionality. This issue does not impact attendance sync. Both platforms remain fully operational for daily use, and any data entered will be preserved and sync automatically once resolved. Our team is actively working to identify and fix this issue as quickly as possible. We'll continue to provide updates as more information becomes available.

2. resolved Sep 08, 2025, 03:01 PM UTC

   The sync issue between Procare Desktop and Engagement Functionality has been resolved. Normal synchronization has resumed, and we are now processing any backlogged data. It may take some time for all pending changes to fully sync across both platforms. No data has been lost during this incident, and we will continue to monitor the situation to ensure stable performance. We apologize for any inconvenience this may have caused.

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Started Aug 27, 2025, 12:26 PM UTC· resolved Aug 27, 2025, 02:25 PM UTC

1. investigating Aug 27, 2025, 12:26 PM UTC

   We are currently aware of issues affecting Procare Online. Some users may experience slowness or encounter server error messages. Our team is actively investigating and working as quickly as possible to resolve the issue. We appreciate your patience and will share updates as they become available.

2. monitoring Aug 27, 2025, 01:12 PM UTC

   The issues impacting Procare Online this morning have been mitigated. All services are operational, and we will continue to monitor to ensure full resolution.

3. resolved Aug 27, 2025, 02:25 PM UTC

   This incident has been resolved.

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Started Aug 21, 2025, 12:44 PM UTC· resolved Aug 22, 2025, 12:35 AM UTC

1. investigating Aug 21, 2025, 12:44 PM UTC

   We are currently investigating reports of system slowness and connection errors affecting some Procare Online users. Our team is actively working to identify the root cause and restore full performance. We appreciate your patience and will provide updates as more information becomes available.

2. identified Aug 21, 2025, 02:27 PM UTC

   Our engineering team is actively working toward a full resolution. To support recovery, we have temporarily paused the Daily Activity feed. Daily Activities submitted during this period will be retained, but will not appear in the feed until processing resumes. We will restore the feed as soon as performance stabilizes and will share further updates as progress is made.

3. monitoring Aug 21, 2025, 04:03 PM UTC

   We have implemented a solution for the performance issues affecting Procare Online and are closely monitoring to confirm stability. Users should begin to see improved responsiveness and connection reliability. The Daily Activity Feed has been re-enabled and Procare Engagement syncs have resumed. Please allow a brief period for the system to process backlogged activities and syncs. We will continue to monitor and provide updates as needed.

4. resolved Aug 22, 2025, 12:35 AM UTC

   The performance issues affecting Procare Online have been fully resolved and all data remains secure. During this brief service interruption, some time entries from Procare Desktop may not have synced completely, which would appear as red cloud indicators in Procare Engagement. We recommend reviewing today's (8/21) time entries to confirm they synced properly. If any entries need to be resynced, delete and re-enter them in Desktop, wait a few minutes, then refresh Procare Engagement to verify they appear. To avoid conflicts, please don't edit the same child's time in both systems simultaneously. For assistance, contact our support team at 1-800-964-1729. We appreciate your patience and apologize for any inconvenience this may have caused.

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