Resolved -
Resolved - AWS Infrastructure Incident
Status: Resolved
Posted: October 20, 2025 - 7:45 PM MDT
The AWS infrastructure incident that began at approximately 11:30 PM PT on October 19 has been resolved. All Procare services have returned to normal operation.
Service Restoration Summary
Payment processing is fully operational across all platforms. Mobile applications for both iOS and Android have been restored. Communication services including SMS and email notifications are functioning normally, and all system components are performing at expected levels.
Platform Status
Desktop: All services have been fully restored. Some failed scheduled payments from this morning require manual reprocessing, and affected centers will receive separate instructions with specific details. All payment features are operating normally.
SchoolCare Works: All services have been fully restored. Autopay batches have been successfully re-triggered. Centers should review their accounts for any incorrect late fees that may need adjustment.
Online: Web and mobile apps have been fully restored. Autopay retries completed successfully this afternoon. Any manual payments that failed during the outage will need to be resubmitted by users.
We apologize for the inconvenience and appreciate your patience during this incident. If you experience any ongoing issues, please contact our support team. This incident is now closed.
Oct 20, 19:44 MDT
Monitoring -
Starting around 1:00 AM MT on October 20, 2025, AWS experienced intermittent disruptions that caused instability across multiple Procare platforms.
From 8:00 AM to 11:45 AM MT, a broader AWS outage further impacted Procare Desktop, Procare Online, and SchoolCare Works, resulting in degraded performance and payment failures.
Current status: Our systems are recovering. Some services may remain delayed while some queued transactions finish processing.
Continuous Payment Issues: We’re continuing to monitor remaining payment issues and will provide updates here as more information becomes available.
Procare Online Users: Email & SMS Messages sent during the incident are expected to queue and deliver, though delays are possible. Because our third-party messaging provider was also affected, please consider re-sending any critical communications sent today.
Oct 20, 14:07 MDT
Update -
We continue to experience intermittent disruptions across multiple Procare platforms as a result of the ongoing AWS outage.
In addition to the previously reported issues, additional reports have emerged regarding Tuition Express payment processing, including:
- Inability to process Tuition Express payments
- “503” errors when attempting to process batches or Point of Sale (POS) payments
- “500” errors during processing
- “Expired user profile” errors
Our team is working diligently to minimize impact and improve the user experience where possible. However, due to the nature of this incident, mitigation options are limited. We sincerely apologize for the inconvenience and will continue to provide updates here as more information becomes available regarding the user experience.
Oct 20, 11:13 MDT
Update -
We’re currently experiencing service disruptions across multiple Procare platforms due to the ongoing AWS outage. Our teams are actively monitoring the situation and working to improve the user experience where possible.
The following areas are impacted:
Procare Online
- Inability to add or update payment methods (intermittent)
- Slow navigation and loading times
- Intermittent login issues
- “Server error” messages
- Email/SMS Delivery
Procare Desktop
Users should continue to see relief with MFA codes being delivered, and POS payments are now processing as expected. However, due to the ongoing AWS outage, some users may still experience intermittent errors.
SchoolCare Works
For customers using Messaging within SchoolCare Works, this feature is currently impacted by the ongoing AWS outage. Users may be unable to load the Messaging pane, and messaging functionality will not be available at this time.
Internal Tools
Our internal tools, including our phone system and chat platform, are also being impacted by the ongoing AWS outage. As a result, response times may be delayed while our team works through these issues on their end.
We appreciate your patience as we continue to navigate this situation and will provide updates as more information becomes available.
Oct 20, 09:09 MDT
Update -
We are aware that the ongoing AWS outage is now affecting several components of our services. This situation continues to evolve, and we are still assessing the full scope of user impact.
In Procare Desktop, users should begin to see some relief with MFA codes being delivered, though delays may still occur. Additionally, some users encountered a “500 error” message when processing Point of Sale (POS) transactions. This functionality has been restored; however, intermittent errors may still occur.
In Procare Online, users have reported issues adding new payment methods, slow site navigation, and occasional “Server Error” messages.
These disruptions are directly related to the ongoing AWS outage. You can find more information and live updates from AWS here: https://health.aws.amazon.com/health/status
Our team continues to monitor this situation closely and is working diligently to improve the user experience where possible. However, because this is a third-party outage, our mitigation options are limited until AWS services are fully restored.
We’ll continue to provide updates as new information becomes available.
Oct 20, 07:31 MDT
Investigating -
Due to an ongoing AWS outage, some of our services are currently impacted. Our team is actively investigating this disruption and exploring options to improve the user experience where possible.
At this time, we’re aware that the outage is preventing MFA codes from being sent to Procare Desktop users. Because this issue stems from a third-party provider (AWS), our ability to resolve it directly is limited.
However, we’re closely monitoring their progress and will provide updates as soon as more information becomes available.
Oct 20, 06:08 MDT
