Software of Excellence EXACT experienced a critical incident on December 10, 2025 affecting Claims and Payments, lasting 5h 22m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 10, 2025, 09:49 AM UTC
We are currently investigating an issue with SOE Connect affecting all sites. This may impact services in EXACT, including integrated payments (Dojo, Paymentsense, and Worldpay) as well as Prior Approvals for NHS Scotland. In the meantime, please follow our guide on setting your payment terminals to Stand-Alone Mode, so you can manually enter payments into EXACT if required. https://help.softwareofexcellence.com/hc/en-gb/articles/360061593331-Setting-the-Paymentsense-Dojo-Terminal-to-Stand-Alone
- identified Dec 10, 2025, 11:01 AM UTC
We have identified the root cause of the issue, and we are in the process of implementing a fix.
- monitoring Dec 10, 2025, 11:15 AM UTC
The Fix has been implemented, and we are seeing success from sites after restarting their exact. Please log out of EXACT and log back in, and test the affected services.
- resolved Dec 10, 2025, 03:12 PM UTC
This incident has been resolved.