Scalepoint incident

Some users are experiencing delays with emails from Scalepoint systems

Minor Resolved

Scalepoint experienced a minor incident on April 14, 2026, lasting 1d 23h. The incident has been resolved; the full update timeline is below.

Started
Apr 14, 2026, 09:45 AM UTC
Resolved
Apr 16, 2026, 09:24 AM UTC
Duration
1d 23h
Detected by Pingoru
Apr 14, 2026, 09:45 AM UTC

Update timeline

  1. investigating Apr 14, 2026, 09:45 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. investigating Apr 15, 2026, 05:45 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.

  3. investigating Apr 15, 2026, 07:15 AM UTC

    We are currently investigating an issue affecting the delivery of certain system-generated emails in ClaimsCORE and HUB. Users may experience significant delays when receiving password reset emails. Additionally, some HUB 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.

  4. investigating 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.

  5. monitoring Apr 16, 2026, 05:09 AM UTC

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

  6. monitoring Apr 16, 2026, 06:36 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.

  7. monitoring Apr 16, 2026, 08:43 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.

  8. monitoring 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.

  9. resolved Apr 16, 2026, 09:24 AM UTC

    (not set)