Outage in Hypercare

Unable to verify on PIN code page/ biometrics [iOS App Only - CA and US Region]

Resolved Minor

March 26, 2025 - Started 10 months ago - Lasted 5 days
Official incident page

Incident Report

We are currently investigating reports of users being unable to bypass the PIN code page on the mobile app after entering the correct PIN code or biometrics. The issue is currently being investigated. Users are advised to continue accessing Hypercare via a web browser and/or click "Forget Pin?", continue to log out, and then log into the app again.

Components affected

Hypercare Login/Signup

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Latest Updates ( sorted recent to last )

RESOLVED 10 months ago - at 03/31/2025 02:44PM

This incident has been resolved.

MONITORING 10 months ago - at 03/27/2025 02:47PM

We are continuing to monitor for any further issues.

MONITORING 10 months ago - at 03/27/2025 12:24PM

The iOS fix has been submitted and approved by Apple yesterday at 1:17am ET. The release is available on App Store for iOS. Users are highly recommended to download the latest version.

IDENTIFIED 10 months ago - at 03/26/2025 03:53PM

We have identified the issue. The team is working on creating a fix.

INVESTIGATING 10 months ago - at 03/26/2025 02:38PM

We are currently investigating reports of users being unable to bypass the PIN code page on the mobile app after entering the correct PIN code or biometrics. The issue is currently being investigated.

Users are advised to continue accessing Hypercare via a web browser and/or click "Forget Pin?", continue to log out, and then log into the app again.

Latest Hypercare outages

[CA region only] Push notifications to mobile apps not delivering - 15 days ago

[US Region only] Reports of few users with SAML errors when attempting to login - about 1 month ago

[CA and US Region] Virtual Pager Alerts - 2 months ago

Ongoing service interruptions from scheduled maintenance period - 3 months ago

[CA Region, Web Portal] User Contact Page Not Loading - 3 months ago

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