Scalepoint incident

Health users get error 500 on login

Major Resolved

Scalepoint experienced a major incident on April 16, 2026, lasting 51m. The incident has been resolved; the full update timeline is below.

Started
Apr 16, 2026, 09:22 AM UTC
Resolved
Apr 16, 2026, 10:14 AM UTC
Duration
51m
Detected by Pingoru
Apr 16, 2026, 09:22 AM UTC

Update timeline

  1. investigating Apr 16, 2026, 09:22 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.

  2. resolved Apr 16, 2026, 10:14 AM UTC

    (not set)

  3. identified Apr 16, 2026, 12:25 PM UTC

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

  4. identified Apr 16, 2026, 02:03 PM UTC

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

  5. identified Apr 17, 2026, 07:10 AM UTC

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

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

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

  7. resolved Apr 17, 2026, 08:53 AM UTC

    (not set)