Issues accessing the Accurx inbox

We’re really sorry for the disruption you and your patients experienced yesterday morning across Accurx services. We know how critical Accurx is to your day-to-day, and the impact any disruption has on your ability to deliver patient care.

On 4th June 2025 between 9:15 am and 11:58 am, users across Accurx Web and Desktop experienced slowness or were unable to access the Accurx Inbox. This affected services, including patient messaging and Patient Triage. Patients may have been able to submit forms or access links but responses may not have been visible to practices until after the issue was resolved.

We mitigated the issue after 2 hours 43 minutes, and service has been restored to normal.

At 9:14 am, one of our core databases ran out of available workers. This affected several essential features, causing parts of the system to become slow or unresponsive. Our automated systems attempted to compensate, but this inadvertently increased the load and contributed to the disruption.

We immediately began working to resolve the issue. By increasing system capacity and carefully restoring services, we were able to return to normal functioning by 11:58 am.
We then entered a period of monitoring to ensure normal functioning was maintained.
A full post-incident review is underway. We’ve already taken action to reduce database load and are continuing to monitor closely. As part of our ongoing architecture investment we are improving how shared resources are managed to ensure better isolation between systems.

We’re also investing in modernising our infrastructure to prevent issues like this in the future. We’ve begun a comprehensive review of our systems and code and we’re restructuring our databases to support better performance and scalability. In addition, we’re making our platform more modular, with clear boundaries between systems, so that if one part has a problem, it won’t impact everything else. These improvements are a priority, and we’re committed to delivering the reliability you expect from Accurx.

Accurx systems continue to remain stable. Monitoring remains in place and a full incident report is being developed.

Accurx systems have remained stable throughout the afternoon. Continuous monitoring remains in place and we will provide timely updates about this incident for the rest of the week.

A full incident report will be made available in due course.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

We will share a full incident report in due course.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

This incident has been mitigated, and we are continuing to monitor systems closely to ensure services are maintained.

This incident has now been mitigated, and services have been restored. We will continue to monitor to ensure services are maintained.

We will share a full incident report in due course and continue to provide updates every 30 minutes.

Thank you for your patience.

We understand the following areas are currently affected:


• Patient-facing Services: Patients are experiencing errors trying to access conversations or take actions such as responding to Questionnaires, response links, or Self-book links.

• Patient Triage and Patient-Initiated Follow-ups: Accurx users are experiencing an inability or delay in reading and responding to submissions in the Accurx inbox.

• Patient Response and Questionnaires: Accurx users are experiencing an inability or delay in reading and responding to existing patient responses in the Accurx inbox and a delay in receiving new patient responses.

• Accumail: Communication from and to other healthcare providers are impacted by a delay in sending / receiving Accumails and inability to see these communications within the Accumail inbox.

• Outbound messages: Patient messages, scheduled messages, batch messages, and appointment reminders are currently delayed.


Next Update Due: 12:45

We apologise for the ongoing outage affecting Accurx users. We have raised this as an incident and our team is working to resolve this as a matter of urgency.

Currently we understand that this is affecting:

• Patient Triage: some patients are able to complete and submit patient triage requests, but practices are experiencing an inability or delay in reading and responding to submissions.

• Patient Response and Questionnaires: If patients are able to access and respond to Questionnaires and response links through the patient portal, there is slowness or lack of access to the patient responses or Questionnaire responses either in the Accurx inbox or arriving in the inbox during this time.

• Accumail: communication from and to other healthcare providers are impacted by a delay in sending / receiving Accumails and inability to see these communications within the Accumail inbox.


To be determined:

• Outbound messages: the impact on scheduled messages, batch messages, appointment reminders etc. including the ability to save to record.


Next update: 12:15

At this time we recommend that Practice Admins suspend Patient Triage through the Accurx Web settings page.

The page is running slowly, but should be accessible after some time. If you view a spinning icon, please be patient for the page to load.

Please follow this guide to suspend patient triage:

https://support.accurx.com/en/articles/8282493-patient-triage-what-to-do-in-an-outage

You can also view unread Patient Triage Requests in the "Unassigned" folder within the Accurx Web inbox.

At this time we recommend that Practice Admins suspend Patient Triage through the Accurx Web settings page.

The page is running slowly, but should be accessible after some time. If you view a spinning icon, please be patient for the page to load.

Please follow this guide to suspend patient triage:
https://support.accurx.com/en/articles/8282493-patient-triage-what-to-do-in-an-outage

You can also view unread Patient Triage Requests in the "Unassigned" folder within the Accurx Web inbox.

At this time we recommend that Practice Admins suspend Patient Triage through the Accurx Web settings page.

The page is running slowly, but should be accessible after some time. If you view a spinning icon, please be patient for the page to load.

Please follow this guide to suspend patient triage.
https://support.accurx.com/en/articles/8282493-patient-triage-what-to-do-in-an-outage

We've received some reports of a recent issue. We're currently investigating this and will provide an update shortly.

Next Update Due: 1 hour