The Lookout Way Outage History

Started Sep 30, 2026, 04:00 AM UTC· resolved Sep 30, 2026, 06:13 AM UTC

1. identified Sep 30, 2026, 04:00 AM UTC

   We are aware of an issue affecting Analytics data freshness. We can confirm the last successful update was 2026-09-29 14:50 AEST. The issue has been identified. Engineers are actively working on restoring affected processes.

2. monitoring Sep 30, 2026, 04:31 AM UTC

   The issue with the Analytics pipeline has been resolved. A manual refresh of data has been initiated, we expect recovery of Analytics data freshness within the next couple of hours.

3. resolved Sep 30, 2026, 06:13 AM UTC

   Analytics and BYOBI data has been refreshed successfully.

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Started Sep 30, 2026, 03:13 AM UTC· resolved Sep 30, 2026, 03:23 AM UTC

1. investigating Sep 30, 2026, 03:13 AM UTC

   We are aware of an issue affecting Lookout uptime, resulting in request timeouts. Active investigation is underway.

2. monitoring Sep 30, 2026, 03:19 AM UTC

   A recent database configuration change has been revised. We're monitoring the gradual recovery of active servers.

3. resolved Sep 30, 2026, 03:23 AM UTC

   This incident has been resolved. Last related request failure was observed at 13:20 AEST.

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Started Sep 21, 2026, 05:24 AM UTC· resolved Sep 21, 2026, 06:34 AM UTC

1. investigating Sep 21, 2026, 05:24 AM UTC

   We are investigating an issue with Lookout Analytics and have put it in maintenance mode. The rest of the platform is available.

2. identified Sep 21, 2026, 05:38 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Sep 21, 2026, 06:00 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Sep 21, 2026, 06:34 AM UTC

   This incident has been resolved.

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Started Sep 12, 2026, 11:13 PM UTC· resolved Sep 14, 2026, 08:30 PM UTC

1. identified Sep 12, 2026, 11:13 PM UTC

   Services Australia's systems have been responding intermittently this morning. We've stopped this morning's remaining sync. The sync will run again tonight, and figures will update then. We'll post another update here if anything changes.

2. monitoring Sep 14, 2026, 01:21 AM UTC

   Services Australia API is still responding intermittently when syncing membership data. We are putting measures in place to ensure that failed requests will retry in a timely manner and are expecting the sync to complete as normal overnight.

3. resolved Sep 14, 2026, 08:30 PM UTC

   Services Australia have confirmed their API became fully operational again yesterday, and the overnight sync completed successfully.

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Started Sep 07, 2026, 01:08 AM UTC· resolved Sep 07, 2026, 04:20 AM UTC

1. identified Sep 07, 2026, 01:08 AM UTC

   We’ve identified an issue causing the Files page on a member’s record to time out. We're currently implementing a fix.

2. monitoring Sep 07, 2026, 03:14 AM UTC

   A fix has been implemented and we're now monitoring the performance. The Member's files page should no longer time out.

3. monitoring Sep 07, 2026, 03:40 AM UTC

   We haven't had any further time outs on the Member's files page. This incident has been resolved.

4. resolved Sep 07, 2026, 04:20 AM UTC

   This incident has been resolved.

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Started Jul 06, 2026, 02:10 AM UTC· resolved Jul 06, 2026, 03:09 AM UTC

1. identified Jul 06, 2026, 02:10 AM UTC

   We've identified an issue with delayed reports and exports. We are currently implementing a fix.

2. identified Jul 06, 2026, 02:33 AM UTC

   The system is working through the backlog of reports and exports. We expect jobs to be delayed by between 20 minutes to an hour.

3. monitoring Jul 06, 2026, 02:44 AM UTC

   Reports and Exports that were delayed have now been completed. We continue to monitor the queues.

4. resolved Jul 06, 2026, 03:09 AM UTC

   We have observed all reports and exports now sending within the expected times, and the backlog has been cleared. This incident has been resolved.

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Started Jun 18, 2026, 11:38 PM UTC· resolved Jun 18, 2026, 11:38 PM UTC

1. resolved Jun 18, 2026, 11:38 PM UTC

   As part of our ongoing transition work supporting the move from Home Care Packages (HCP) to Support at Home (SAH), a system change was released that unintentionally impacted how membership plans were being referenced for a subset of customers. This resulted in some members reverting to an earlier plan configuration when they should have continued to reference their mapped SAH plan. Following investigation by our Engineering team, we identified the root cause and have implemented a corrective fix. Importantly, the underlying mapping data remained intact throughout the incident, allowing us to safely restore the affected records. We have now completed the required remediation work and have also reviewed our deployment approach to ensure this particular scenario is accounted for in future migration activities. https://support.thelookoutway.com/en/articles/changelog-updates#membership-plan-reference-issue-support-at-home-transition

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Started Jun 15, 2026, 10:11 PM UTC· resolved Jun 15, 2026, 10:32 PM UTC

1. investigating Jun 15, 2026, 10:11 PM UTC

   We are currently investigating

2. monitoring Jun 15, 2026, 10:17 PM UTC

   A fix has been implemented and we are monitoring the results. Lookout should be available again.

3. resolved Jun 15, 2026, 10:32 PM UTC

   The change has been successfully rolled back and Lookout is operating normally again. This incident is resolved.

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Started Jun 09, 2026, 06:27 AM UTC· resolved Jun 09, 2026, 07:01 AM UTC

1. investigating Jun 09, 2026, 06:27 AM UTC

   We're aware of an issue with creating tickets. We're rolling the application back to a known good state and are working on further remediation.

2. monitoring Jun 09, 2026, 06:36 AM UTC

   The rollback has prevented further errors. We're monitoring the situation and working on further remediation.

3. monitoring Jun 09, 2026, 06:46 AM UTC

   We are continuing to monitor for any further issues.

4. resolved Jun 09, 2026, 07:01 AM UTC

   This incident has been resolved.

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Started Apr 20, 2026, 05:04 AM UTC· resolved Apr 20, 2026, 05:55 AM UTC

1. investigating Apr 20, 2026, 05:04 AM UTC

   We're experiencing a high number of errors in Lookout Analytics and are currently investigating the issue. Lookout Platform is unaffected.

2. monitoring Apr 20, 2026, 05:14 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Apr 20, 2026, 05:55 AM UTC

   This incident has been resolved.

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Started Apr 07, 2026, 09:10 AM UTC· resolved Apr 07, 2026, 11:36 PM UTC

1. monitoring Apr 07, 2026, 09:10 AM UTC

   Services Australia is experiencing an incident with their production APIs. These errors are platform wide in the Services Australia production environment and will impact all providers using their PRODA and Aged Care APIs. You may notice data not syncing for Support at Home memberships in your Lookout instance due to this issue. We are monitoring Services Australia's API performance and will ensure all data is synced when the issue has been resolved.

2. identified Apr 07, 2026, 09:10 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Apr 07, 2026, 09:59 PM UTC

   The rate of errors from the Services Australia API is decreasing. We will continue to monitor performance and stability.

4. resolved Apr 07, 2026, 11:36 PM UTC

   This incident has been resolved

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Started Feb 10, 2026, 12:28 AM UTC· resolved Feb 10, 2026, 01:53 AM UTC

1. investigating Feb 10, 2026, 12:28 AM UTC

   We're experiencing an elevated level of errors and are currently looking into the issue.

2. monitoring Feb 10, 2026, 12:43 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Feb 10, 2026, 01:53 AM UTC

   This incident has been resolved.

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Started Feb 02, 2026, 12:38 AM UTC· resolved Feb 02, 2026, 12:57 AM UTC

1. investigating Feb 02, 2026, 12:38 AM UTC

   We are aware of an increase in request timeouts, and are currently investigating.

2. resolved Feb 02, 2026, 12:57 AM UTC

   This incident has been resolved.

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Started Nov 18, 2025, 11:56 AM UTC· resolved Nov 18, 2025, 08:42 PM UTC

1. identified Nov 18, 2025, 11:56 AM UTC

   We're aware of some users having issues with Lookout at the moment. We're currently experiencing intermittent service disruptions due to a Cloudflare outage affecting multiple services across the internet. We're monitoring the situation closely. RB

2. monitoring Nov 18, 2025, 12:18 PM UTC

   Lookout is back online and fully operational. We're still monitoring the situation closely. RB

3. resolved Nov 18, 2025, 08:42 PM UTC

   This incident has been resolved. Happy Wednesday! RB

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Started Oct 31, 2025, 12:27 AM UTC· resolved Nov 05, 2025, 06:40 AM UTC

1. monitoring Oct 31, 2025, 12:27 AM UTC

   We know that Support at Home go-live is a big moment for you and your clients, and we’ll be here to support you through it. 💪 What to expect on 1st and 2nd November: Starting 1st November, and once PRODA access is authorised, Lookout will begin syncing client contributions, supplements, budget allowances, and levels. This process may take until 5th November, depending on response times and availablity from Services Australia. We expect to give updates about system health and the transition mid-morning and mid-afternooon on 1st November. You can learn at https://support.thelookoutway.com/en/articles/support-at-home-api-integration?utm_medium=web&utm_source=statuspage about how Lookout connects with the new Support at Home APIs and what’s updated automatically, how to test your setup, and how to check your clients’ latest funding and contribution balances. Please refer to our Go-Live Considerations help article at https://support.thelookoutway.com/en/articles/go-live-considerations?utm_medium=web&utm_source=statuspage for further information on what to expect over the go-live weekend. Customer support: You can find additional information in our Support articles and FAQ pages at (https://support.thelookoutway.com/en/articles/support-at-home?utm_medium=web&utm_source=statuspage which cover a wide range of topics. If you can’t find the answer you’re looking for, Lookout will have Customer Support on call for urgent, business-critical issues that arise over the go-live weekend. All requests should be logged via the Customer Support portal at https://support.thelookoutway.com/customer-portal?utm_medium=web&utm_source=statuspage. Please note that you may need to create an account to access. Monitoring system health Internal real-time dashboards have been established to monitor system health across the platform and our integration with Services Australia. We are paying particular attention to visit check-in and check-outs so service delivery can continue. Our team will closely monitor these dashboards over the weekend and provide updates on the progress of the transition. 👉 Refresh this post on Saturday from mid-morning or subscribe to our status page: https://status.thelookoutapp.com for updates.

2. monitoring Oct 31, 2025, 11:06 PM UTC

   Good morning, Happy Support at Home Go-Live Weekend! 🎉 We are pleased to confirm hundreds of Support at Home services have been successfully checked in and checked out across the Lookout platform since midnight. The Lookout platform remains fully operational and performing well. We are now waiting for Services Australia to authorise PRODA. Once authorised we will attempt syncing client contributions, supplements, budget allowances, and levels. This process may take until 5th November, depending on response times and availability from Services Australia. We expect to give another update mid-afternoon. Thank you from everyone here at The Lookout Way. 🙌🙏

3. monitoring Nov 01, 2025, 03:15 AM UTC

   Good afternoon, We are pleased to confirm the following about Support at Home on the Lookout platform as of Saturday afternoon: - ✅ Hundreds of visits have been checked in and out with new rates and claim codes - ✅ Hours of Care Management have been recorded - ✅ PRODA has been authorised and successful connections have been made While our connections to PRODA have been successful, the responses they returned were empty of data. We take this to mean Services Australia is continuing to load data into PRODA. We will make another attempt on Sunday and expect to give an update mid-afternoon. Thank you from everyone here at The Lookout Way. 🫡

4. monitoring Nov 02, 2025, 02:23 AM UTC

   Good afternoon, Hope you're enjoying your Sunday. We are pleased to confirm the following about Support at Home on the Lookout platform as of Sunday afternoon: - ✅ 2,000+ visits with Support at Home rates and claim codes checked in - ✅ 50+ hours of Care Management recorded - ✅ PRODA client contribution data received from Services Australia for some customers, but funding source data continues to be empty This is the first time we're seeing the shape of real data from Services Australia. We have iniated a manual sync to smoke test, and will continue with bulk syncing from Monday. This process may take until 5th November depending on response times and data availability from Services Australia for all customers. We expect to give another update on Monday afternoon. Thank you again from everyone here at The Lookout Way.

5. monitoring Nov 03, 2025, 03:39 AM UTC

   Good afternoon, 👋 Welcome to day 3 of the Support at Home go-live. We continue to observe good operational health over the Lookout platform, but we'd like to share some clarifications and fixes we've quickly deployed based on your questions and feedback. Invalid SAH service codes: Some users report seeing “Invalid SAH service codes” errors on the billing run errors page. The issue has been identified and a fix has already been deployed. To resolve, please generate a new billing run draft. Time tracking log is missing: This error appears when an invoice line is created for a time tracking log dated before 1 November. It does not affect valid invoices for Care Management created on or after 1 November. A fix is being prepared to remove these errors from billing runs. PMF insight appearing: This relates to the legacy HCP insight that tracked whether a Package Management Fee could be charged for the month. The insight is scheduled for retirement in the coming days. Users can ignore or opt out of individual insights to prevent it from displaying. HCP leave tracking: Transitioned HCP client records may still display leave types and the option to suspend a package. These options are not valid under SAH and will not function. The SAH funding type will be updated to align with other schemes while retaining standard leave functionality. Unable to edit KM post visit: Initial investigations show no loss of functionality. Users should still be able to edit provider travel and client transport kilometres after visits for SAH memberships. We will provide an update if further investigation reveals any change. HCP (SAH transition) and SAH funding schemes: The funding schemes “HCP (Support at Home transition)” and “Support at Home” are intentionally separate. This distinction exists because they follow different program rules. A membership with the funding scheme “HCP (Support at Home transition)” remains a single membership that behaves like HCP before 1 November and like SAH after 1 November. The “Support at Home” funding scheme, on the other hand, applies only to new memberships created in Lookout after 1 November. We are exploring ways to make this distinction clearer in the coming weeks. In future, when filtering for “Support at Home” memberships, results will include both transition and new SAH memberships to simplify reporting and management. You can find additional information in our Support articles and FAQ pages at (https://support.thelookoutway.com/en/articles/support-at-home?utm_medium=web&utm_source=statuspage which cover a wide range of topics. If you can't find the answer you're looking for, or if you notice anything unusual, please log a request to the Customer Support portal at https://support.thelookoutway.com/customer-portal?utm_medium=web&utm_source=statuspage. Please note that you may need to create an account to access.

6. monitoring Nov 03, 2025, 06:31 AM UTC

   Good evening, We are pleased to confirm the following updates about our integration with Services Australia as of Monday evening: - ✅ PRODA client contribution data received from Services Australia for most customers - ✅ PRODA budget and funding source data received from Services Australia for some customers We are currently manually testing to determine the health of the data and the amount of data present for each customer. Following these tests, we now plan to begin bulk syncing across customers from Tuesday. This process may take until 5th November, depending on response times and data availability from Services Australia for all customers. We expect to give another update on Tuesday afternoon. Thank you from everyone here at The Lookout Way. 🫡

7. monitoring Nov 04, 2025, 07:13 AM UTC

   Good evening, We are pleased to confirm PRODA client contribution, budget, and funding source data has been received from Services Australia. We have already conducted a number of manual tests, and would like to conduct an additional manual test this evening before we begin bulk syncing. Following the success of this test we now plan to begin bulk syncing from Wednesday morning. Additionally, we are looking into errors on specific customer PRODA accounts. Some customers have already been contacted, and the remaining customers will be contacted once we receive further guidance from Services Australia. We expect to give another update following the bulk sync on Wednesday morning. Thanks for sticking with us while we work to make this transition seamless for you 🙏.

8. resolved Nov 05, 2025, 06:40 AM UTC

   Good afternoon, We are pleased to confirm PRODA client contribution, budget, and funding source data has been bulk synced from Services Australia for customers with correctly configured devices. 🎉 📈 State of Support at Home on Lookout platform as of Wednesday afternoon: ~95% of memberships have had their client contribution, budget, and funding source data synced 23,000+ visits have been checked in with rate variants and claim codes 172,000+ minutes of care management has been recorded 🟢 Syncing status: Client data is automatically synced with the Service Australia APIs daily at approximately 2:00 AM (AEST). You’ll always see the most recent sync time displayed, so you know when your data was last refreshed. The remaining unsynced clients (~5%) will automatically sync at the next interval (Thursday 2:00 AM AEST), or you can trigger a manual sync of individual clients now from the membership funding source screen. Now that we have real-world production experience with the PRODA Aged Care APIs that came online 1 November, we will look to further optimise the performance and robustness of the bulk syncing operation. ⚠️ PRODA devices: You can now press the "Test Integration" button in Settings > Integrations > Aged Care Provider Portal to verify the health of your PRODA device. We are looking into errors on specific customer accounts. Some customers have already been contacted, and the remaining customers will be contacted once we receive further guidance from Services Australia. 🛟 Questions and Customer Support: You can find additional information in our Support articles and FAQ pages at (https://support.thelookoutway.com/en/articles/support-at-home?utm_medium=web&utm_source=statuspage which cover a wide range of topics. If you can't find the answer you're looking for, or if you notice anything unusual, please log a request to the Customer Support portal at https://support.thelookoutway.com/customer-portal?utm_medium=web&utm_source=statuspage. Please note that you may need to create an account to access. This is our last update from the Status Page about the Support at Home Go Live. It's been a joy sharing updates with you so thanks again again from everyone here at The Lookout Way 🙌

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Started Oct 23, 2025, 05:00 AM UTC· resolved Oct 23, 2025, 08:13 AM UTC

1. investigating Oct 23, 2025, 05:00 AM UTC

   We're experiencing a delay in delivering webhooks and are investigating.

2. identified Oct 23, 2025, 05:24 AM UTC

   The issue has been identified and a fix is being implemented.

3. identified Oct 23, 2025, 06:07 AM UTC

   We have increased capacity and reduced load on the system. We're beginning to catch up but there is still a significant delay.

4. monitoring Oct 23, 2025, 07:43 AM UTC

   The increased capacity and reduced load has allowed us to catch up. We're continuing to monitor.

5. resolved Oct 23, 2025, 08:13 AM UTC

   The system has returned to normal. There should be no further delays in delivering webhooks.

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Started Oct 20, 2025, 10:53 PM UTC· resolved Oct 20, 2025, 11:53 PM UTC

1. investigating Oct 20, 2025, 10:53 PM UTC

   We're aware of an issue affecting our primary database. Investigation is underway.

2. monitoring Oct 20, 2025, 11:00 PM UTC

   We're observing the recovery of the platform.

3. resolved Oct 20, 2025, 11:53 PM UTC

   This incident has been resolved.

4. postmortem Oct 21, 2025, 01:24 AM UTC

   * Our cloud provider detected an infrastructure issue \(with the physical servers or network\) and automatically failed over to our standby database. * Service was read-only for approximately 15 minutes while database integrity was protected during the switchover. * Service has been fully restored. We have opened an high priority case with our cloud provider to confirm the root cause and will update. * ~~We do not believe this incident was related to the AWS US East outage; our systems run in AWS AP Southeast \(Sydney\).~~ * New information: We have been informed it is indeed related to the widespread AWS US East issue \(Likely their control plane\). We are continuing to work with our cloud provider.

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Started Oct 20, 2025, 09:30 AM UTC· resolved Oct 21, 2025, 09:30 AM UTC

1. resolved Oct 20, 2025, 09:07 PM UTC

   Between approximately 5pm and 7:30pm AEST (7am to 9:30am UTC), there was a significant incident with a US-based infrastructure provider. While the Lookout platform remained largely unaffected (as we're hosted in Australia) some third-party integration behaviour was temporarily disrupted– primarily SMS delivery, and Intercom integration data synchronisation. A side-effect of the US-based incident was that we were unable to update our status page to broadcast this disruption.

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Started Oct 09, 2025, 05:23 AM UTC· resolved Oct 09, 2025, 07:42 AM UTC

1. investigating Oct 09, 2025, 05:23 AM UTC

   We are aware of an issue affecting the download of attachments from Lookout and are investigating.

2. investigating Oct 09, 2025, 05:56 AM UTC

   We are continuing to investigate the issue. We are currently deploying a change to verify a possible cause.

3. monitoring Oct 09, 2025, 07:12 AM UTC

   A fix has been deployed and we're monitoring the results.

4. resolved Oct 09, 2025, 07:42 AM UTC

   This incident has been resolved.

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Started Oct 07, 2025, 03:30 AM UTC· resolved Oct 07, 2025, 04:47 AM UTC

1. investigating Oct 07, 2025, 03:30 AM UTC

   We are aware that the performance of the Lookout application is degraded. We're investigating the issue.

2. identified Oct 07, 2025, 03:57 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Oct 07, 2025, 04:21 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Oct 07, 2025, 04:47 AM UTC

   This incident has been resolved.

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Started Aug 28, 2025, 02:55 AM UTC· resolved Aug 28, 2025, 05:50 AM UTC

1. investigating Aug 28, 2025, 02:55 AM UTC

   We have identified an issue with digital agreements not being generated and sent by Lookout. We are currently investigating the issue.

2. identified Aug 28, 2025, 04:53 AM UTC

   The issue has been identified and we are now working to provide a solution to those impacted

3. monitoring Aug 28, 2025, 05:04 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Aug 28, 2025, 05:50 AM UTC

   This incident has been resolved.

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Started Aug 07, 2025, 02:59 AM UTC· resolved Aug 07, 2025, 11:31 PM UTC

1. investigating Aug 07, 2025, 02:59 AM UTC

   Reporting appear to be delayed. We are investigating the issue.

2. monitoring Aug 07, 2025, 04:41 AM UTC

   We're monitoring a possible issue with how our infrastructure automatically responds to increases in demand. We're still able to manually scale our infrastructure to meet demand while we continue to monitor the situation.

3. resolved Aug 07, 2025, 11:31 PM UTC

   This incident has been resolved.

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Started Jul 15, 2025, 12:57 AM UTC· resolved Jul 15, 2025, 01:34 AM UTC

1. investigating Jul 15, 2025, 12:57 AM UTC

   We are currently investigating an issue preventing the generation of some statement PDFs.

2. resolved Jul 15, 2025, 01:34 AM UTC

   We've identified the issue. It is a data issue affecting a single customer. The platform is operational.

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Started Jul 02, 2025, 06:32 AM UTC· resolved Jul 02, 2025, 07:40 AM UTC

1. identified Jul 02, 2025, 06:32 AM UTC

   We're aware of an issue affecting our infrastructure that handles a variety of background functionality such as: notification and webhook delivery, some PDF generation, and synchronisation behaviour. Additional infrastructure has been deployed to help clear the backlog.

2. monitoring Jul 02, 2025, 07:35 AM UTC

   We're observing a gradual recovery. The backlog of notifications and webhooks have all cleared. And supplementary functionality is slowly following.

3. resolved Jul 02, 2025, 07:40 AM UTC

   This incident has been resolved.

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Started Jun 29, 2025, 09:44 PM UTC· resolved Jun 29, 2025, 10:19 PM UTC

1. investigating Jun 29, 2025, 09:44 PM UTC

   We're aware that the scheduling page is raising errors. We're currently investigating what is causing this issue. RB

2. identified Jun 29, 2025, 09:53 PM UTC

   We've identified the issue and have a fix on the way. RB

3. monitoring Jun 29, 2025, 10:14 PM UTC

   A fix has been implemented and we're monitoring the results. RB

4. resolved Jun 29, 2025, 10:19 PM UTC

   This incident has been resolved. RB

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