500 errors on some clinics in the US region

Update timeline

1. investigating Sep 30, 2026, 09:36 AM UTC

   We're aware that some clinics in our US region are seeing an error (500) when trying to log in to or use Provet. Our engineering team is currently investigating and is working to restore service as quickly as possible. Clinics in other regions are not affected. We're sorry for the disruption to your day. We'll share another update within 30 minutes, or sooner if the situation changes.

2. identified Sep 30, 2026, 10:09 AM UTC

   We have identified the cause of the incident and are currently working on resolving this for those affected. The fix is underway and we hope for this to be resolved soon. We're sorry for the inconvenience. We'll share another update soon.

3. resolved Sep 30, 2026, 10:16 AM UTC

   **Resolved** This issue is now resolved and Provet is working normally for all affected clinics in the US region. Between around 10:15 and 11:00 BST (05:15–06:00 EDT / 02:15–03:00 PDT) on 30 September, some US clinics saw a 500 error when trying to access Provet. This was caused by a capacity issue with one of our US databases. Our team added extra capacity and service has been restored. We'll keep monitoring closely. If you're still having trouble, try refreshing your browser. If the problem continues, please contact our Support team. We're sorry for the disruption this caused, and thank you for your patience.