Outage in Hypercare

[CA & US Region] Users being logged out of Hypercare app (iOS only)

Resolved Minor

June 24, 2025 - Started 7 months ago - Lasted 1 day
Official incident page

Incident Report

We have received reports of users being routinely logged out of their Hypercare app on iOS devices, impacting their ability to receive app push notifications. Reports have been received from users in both CA and US region. Our Engineering team has identified the potential root cause for this unexpected behaviour and a fix is underway. Users are being encouraged to turn on Safeguard Notifications in Hypercare should they wish to receive a back-up notifications. https://support.hypercare.com/hc/en-us/articles/5376178050445-Safeguard-Notifications-FAQ Users accessing Hypercare on Android devices are not impacted by this issue.

Components affected

Hypercare Push Notifications and Real Time Events

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Latest Updates ( sorted recent to last )

RESOLVED 7 months ago - at 06/25/2025 02:15AM

This incident has been resolved.

MONITORING 7 months ago - at 06/24/2025 05:38PM

A fix has been implemented to our iOS app. Please ensure Users on an iPhone update their app to version 18.3.31, which is now available in the App Store.

IDENTIFIED 7 months ago - at 06/24/2025 12:18AM

We have received reports of users being routinely logged out of their Hypercare app on iOS devices, impacting their ability to receive app push notifications. Reports have been received from users in both CA and US region.

Our Engineering team has identified the potential root cause for this unexpected behaviour and a fix is underway. Users are being encouraged to turn on Safeguard Notifications in Hypercare should they wish to receive a back-up notifications. https://support.hypercare.com/hc/en-us/articles/5376178050445-Safeguard-Notifications-FAQ

Users accessing Hypercare on Android devices are not impacted by this issue.

Latest Hypercare outages

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

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Ongoing service interruptions from scheduled maintenance period - 3 months ago

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