Some users are experiencing delays with emails from Scalepoint systems

Update timeline

1. investigating Apr 14, 2026, 09:44 AM UTC

   Some of our users are currently experiencing delays receiving e-mails. The issue is being investigated with the highest priority, and we will provide an update as soon as we have additional information to provide and/or the issue has been resolved.

2. monitoring Apr 14, 2026, 11:13 AM UTC

   Issue has been resolved. We are monitoring the situation.

3. monitoring Apr 14, 2026, 01:20 PM UTC

   We are still investigating delays on email delivery.

4. monitoring Apr 15, 2026, 05:44 AM UTC

   We are in dialog with our supplier on why some users experience significant delays in delivery of email. Certain issues should be resolved yesterday. We will continue to monitor the situation in morning hours.

5. investigating Apr 15, 2026, 07:14 AM UTC

   We are currently investigating an issue affecting the delivery of certain system-generated emails in ClaimsCORE and HUB. Servicepartner users may experience significant delays when receiving password reset emails. Additionally, many HUB Health partner emails are not being delivered, which may prevent users from logging into the Scalepoint system. Please note that manual email communications (e.g., claim handlers contacting claimants directly) are not affected.

6. identified Apr 15, 2026, 01:16 PM UTC

   Our supplier is still working on investigating the issue. We continue to await their response and are monitoring any changes in email traffic.

7. monitoring Apr 16, 2026, 05:03 AM UTC

   Our supplier informs us a fix has been implemented. We will monitor the effectiveness of the solution.

8. monitoring Apr 16, 2026, 06:35 AM UTC

   We are unfortunately seeing some complications with the latest fix. Email traffic is using new routes to their destination, but these routes seem affected by the increase in traffic. We are working to resolve issues with our supplier.

9. identified Apr 16, 2026, 07:58 AM UTC

   Emails are finally being sent and received. Unfortunately many Service partner users in HUB Health are experiencing errors on login. We are working to resolve the issue.

10. identified Apr 16, 2026, 09:03 AM UTC

    A simple fix for users experiencing the "500 Server Error" on login, should reset their password. That should resolve the issue on the next login attempt. 1. Simply click "Forgot password? Click here" on the login page. 2. Enter "Username or email:" and click 'Send link'. 3. Follow link in email received and set a new password. 4. Login using the new password.

11. identified Apr 16, 2026, 09:21 AM UTC

    A simple fix for users experiencing the "500 Server Error" on login, should reset their password. That should resolve the issue on the next login attempt. 1. Simply click "Forgot password? Click here" on the login page. 2. Enter "Username or email:" and click 'Send link'. 3. Follow link in email received and set a new password. 4. Login using the new password. Additional info. It seems there are users receiving multiple emails with verification code. The first email received should contain the correct code to login. If wrong code is used, "500 server error"-message will be displayed. User has to reset password again.

12. monitoring Apr 16, 2026, 10:12 AM UTC

    A fix has been implemented and once users have reset password, will be able to access systems. We are monitoring email and user traffic for the time being.

13. monitoring Apr 16, 2026, 12:24 PM UTC

    Unfortunately we are stil seeing issues with partner login. We are working towards a fix.

14. identified Apr 16, 2026, 02:02 PM UTC

    We are still working on resolve the issue with login, that many users on HUB Health are experiencing.

15. identified Apr 17, 2026, 05:15 AM UTC

    We are continuing to work on a fix for the current issue.

16. identified Apr 17, 2026, 07:42 AM UTC

    We are still working on a fix to login issue HUB Health service partners are experiencing.

17. monitoring Apr 17, 2026, 08:52 AM UTC

    Our fix has been released! Service partners on HUB Health should no longer get "500 server error" when accessing system.

18. resolved Apr 17, 2026, 09:55 AM UTC

    This incident has been resolved.