Some users are experiencing delays with emails from Scalepoint systems

This incident has been resolved.

Our fix has been released! Service partners on HUB Health should no longer get "500 server error" when accessing system.

We are still working on a fix to login issue HUB Health service partners are experiencing.

We are continuing to work on a fix for the current issue.

We are still working on resolve the issue with login, that many users on HUB Health are experiencing.

Unfortunately we are stil seeing issues with partner login. We are working towards a fix.

A fix has been implemented and once users have reset password, will be able to access systems. We are monitoring email and user traffic for the time being.

A simple fix for users experiencing the "500 Server Error" on login, should reset their password. That should resolve the issue on the next login attempt.

1. Simply click "Forgot password? Click here" on the login page.
2. Enter "Username or email:" and click 'Send link'.
3. Follow link in email received and set a new password.
4. Login using the new password.

Additional info.
It seems there are users receiving multiple emails with verification code. The first email received should contain the correct code to login. If wrong code is used, "500 server error"-message will be displayed. User has to reset password again.

A simple fix for users experiencing the "500 Server Error" on login, should reset their password. That should resolve the issue on the next login attempt.

1. Simply click "Forgot password? Click here" on the login page.
2. Enter "Username or email:" and click 'Send link'.
3. Follow link in email received and set a new password.
4. Login using the new password.

Emails are finally being sent and received. Unfortunately many Service partner users in HUB Health are experiencing errors on login. We are working to resolve the issue.

We are unfortunately seeing some complications with the latest fix.

Email traffic is using new routes to their destination, but these routes seem affected by the increase in traffic. We are working to resolve issues with our supplier.

Our supplier informs us a fix has been implemented. We will monitor the effectiveness of the solution.

Our supplier is still working on investigating the issue. We continue to await their response and are monitoring any changes in email traffic.

We are currently investigating an issue affecting the delivery of certain system-generated emails in ClaimsCORE and HUB.

Servicepartner users may experience significant delays when receiving password reset emails.
Additionally, many HUB Health partner emails are not being delivered, which may prevent users from logging into the Scalepoint system.

Please note that manual email communications (e.g., claim handlers contacting claimants directly) are not affected.

We are in dialog with our supplier on why some users experience significant delays in delivery of email. Certain issues should be resolved yesterday. We will continue to monitor the situation in morning hours.

We are still investigating delays on email delivery.

Issue has been resolved. We are monitoring the situation.

Some of our users are currently experiencing delays receiving e-mails.

The issue is being investigated with the highest priority, and we will provide an update as soon as we have additional information to provide and/or the issue has been resolved.