Outage in Hypercare

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

Resolved Minor
June 24, 2025 - Started 8 days ago - Lasted 1 day
Official incident page

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Outage Details

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
Latest Updates ( sorted recent to last )
RESOLVED 7 days ago - at 06/25/2025 02:15AM

This incident has been resolved.

MONITORING 7 days 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 8 days 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.

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