May <var data-var='date'>18</var>, <var data-var='time'>16:24</var> AEST Resolved - We can confirm that this issue is now resolved. Both the Payments feature and Telehealth On Demand are back online now. May <var data-var='date'>18</var>, <var data-var='time'>15:53</var> AEST Monitoring - We have now deployed a fix to address the payments collections processing delays. We are now monitoring the result of the fix. Telehealth On Demand is back online now. May <var data-var='date'>18</var>, <var data-var='time'>12:31</var> AEST Investigating - We are currently investigating an issue causing degraded performance across the HotDoc platform. And we're aware that is impacting the ability to take payments for patient appointments with payment collection potentially delayed. As a result of this issue, it is impacting Telehealth On-Demand (TOD) appointments are also failing. As a result we have temporarily disabled TOD appointments. Our engineering team is actively working on a resolution. We will provide further updates as our investigation progresses.

Degraded performance impacting Payment collection.

May <var data-var='date'> 7</var>, <var data-var='time'>10:04</var> AEST Resolved - A fix has now been deployed to all affected customers and partial match functionality is restored. Thank you for your patience while we resolved this issue. May <var data-var='date'> 6</var>, <var data-var='time'>11:38</var> AEST Identified - We are currently aware of an issue impacting Best Practice (BP) customers that have completed the May BP update. Customers are experiencing failures with partial patient matching during the booking process (e.g. existing patients being registered as new, or vice versa). Our engineering team has identified the cause and is in the process of deploying a fix to affected clinics. In the meantime, affected clinics may need to enter those bookings sent to the sidebar manually.

Syncing Issues affecting Partial Patient Matches

May <var data-var='date'> 6</var>, <var data-var='time'>13:26</var> AEST Resolved - We can confirm that this issue has now been resolved and functionality for Kiosk Check-in should be back to normal. May <var data-var='date'> 6</var>, <var data-var='time'>13:26</var> AEST Update - We are continuing to investigate this issue. May <var data-var='date'> 6</var>, <var data-var='time'>11:49</var> AEST Investigating - We are currently aware of a issue affecting all clinics using both Kiosk and Best Practice who are currently experiencing an issue where kiosk check-in fails, leaving patients stuck on the "Please go see reception" screen. Engineering has confirmed this is related to the May BP Update. Our team is working to resolve these issues as a priority and will provide further updates as they become available.

Kiosk Check-In Not Working

Apr <var data-var='date'>28</var>, <var data-var='time'>23:09</var> AEST Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>28</var>, <var data-var='time'>22:00</var> AEST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>24</var>, <var data-var='time'>10:54</var> AEST Scheduled - To keep HotDoc fast and reliable, we'll be carrying out scheduled maintenance on our database infrastructure on Tuesday, 29 April 2026, starting at 10:00 PM AEST. The maintenance is expected to take approximately 2 hours, with services back online by 12:00 AM AEST Wednesday, 30 April 2026. During this time, HotDoc will be offline. Patients will not be able to make or manage bookings, and practices will not be able to access the platform. Thank you for your understanding - we appreciate your patience as we work to improve the platform.

Database upgrade

Apr <var data-var='date'>16</var>, <var data-var='time'>13:51</var> AEST Resolved - Thank you for your patience while we resolved this issue. We can confirm now that backlogs are now processed and services should be returned to normal functionality. Should you still experience issues, please contact our Support team. Apr <var data-var='date'>16</var>, <var data-var='time'>11:04</var> AEST Update - We are continuing to process any backlogs for our Data Synchronisation. We will continue to monitor and provide a further update once everything is confirmed stable. Apr <var data-var='date'>16</var>, <var data-var='time'>08:01</var> AEST Monitoring - We have identified the root cause of the performance degradation and have applied a fix. The change causing the issue has been reverted and our systems are recovering. Data synchronisation is currently catching up and is expected to be fully restored within the next 20–30 minutes. We will continue to monitor and provide a further update once everything is confirmed stable. Apr <var data-var='date'>16</var>, <var data-var='time'>07:27</var> AEST Update - We are continuing to investigate this issue. Apr <var data-var='date'>16</var>, <var data-var='time'>07:26</var> AEST Investigating - We are currently investigating an issue causing degraded performance across the HotDoc platform. Some users may experience slow page loads, timeouts, or difficulty completing actions such as bookings. Our engineering team identified the issue beginning at approximately 12:15 AM AEST on 16 April and is actively working on a resolution. The root cause appears to be related to elevated load on our backend infrastructure, which is impacting service reliability. We will provide further updates as our investigation progresses.

Degraded Platform Performance

Mar <var data-var='date'>17</var>, <var data-var='time'>19:40</var> AEDT Resolved - All clinics are re-synced and up to date. This incident has been marked as resolved. Mar <var data-var='date'>17</var>, <var data-var='time'>18:49</var> AEDT Update - We are continuing to clear the backlog and restore sync. Mar <var data-var='date'>17</var>, <var data-var='time'>18:48</var> AEDT Update - We are continuing to clear the backlog and restore sync. Mar <var data-var='date'>17</var>, <var data-var='time'>18:47</var> AEDT Identified - Between approximately 12:00 PM and 6:15 PM AEDT today (17 March, 2026), a background worker responsible for renewing Halo queries stopped processing. Clinics using Halo may have experienced degraded or delayed data sync for up to 6 hours. The backlog is being cleared and sync is being restored for affected clinics. The root cause has been identified and a permanent fix is in progress.

Halo Sync Degradation

Nov <var data-var='date'>24</var>, <var data-var='time'>15:54</var> AEDT Resolved - The issue affecting inbound SMS replies to appointment reminder messages has now been resolved. Patients’ SMS replies should begin coming through to HotDoc as normal. During the affected period, replies sent by patients may not have been delivered to HotDoc systems and could have shown a “Not delivered” error or failed silently. These messages cannot be recovered. All other confirmation and cancellation methods including email, app, and confirm/cancel links within the SMS were not impacted. We’re closely monitoring the system and continue to work with our SMS providers to ensure stability. Nov <var data-var='date'>24</var>, <var data-var='time'>14:36</var> AEDT Monitoring - We have implemented a fix for this issue along with our provider. We are currently monitoring to see impacts to patient replies. We will post another update soon. Nov <var data-var='date'>24</var>, <var data-var='time'>10:09</var> AEDT Identified - We are investigating an incident where inbound SMS replies to appointment reminder messages are failing to reach HotDoc systems. Patients attempting to reply may encounter a “Not delivered” error or experience message failure without an explicit error. Our engineering teams are working closely with our SMS delivery partners to diagnose the issue and implement a fix. Practices experiencing patient reports related to this issue should notify our Support team by submitting a ticket. We will continue to post updates as our investigation progresses.

SMS Replies to appointment reminders not being received

Nov <var data-var='date'>12</var>, <var data-var='time'>13:57</var> AEDT Resolved - This incident has been resolved. If are you still experiencing issues, please contact our Support team. Nov <var data-var='date'>12</var>, <var data-var='time'>12:16</var> AEDT Identified - Our Development team have investigated the issue and have identified the cause of the issue. Our product team a currently implementing a solution. Further updates to come. Nov <var data-var='date'>12</var>, <var data-var='time'>12:12</var> AEDT Investigating - We have identified an issue affect HotDoc Sidebar. Customers may experience the sidebar showing as blank or not loading as expected. We are currently investigating the issue and will provide further updates.

Service Disruption - HotDoc Sidebar

Jan <var data-var='date'>30</var>, <var data-var='time'>09:20</var> AEDT Resolved - We can confirm that the root cause has been identified and this issue is now resolved. Jan <var data-var='date'>29</var>, <var data-var='time'>13:25</var> AEDT Monitoring - We have identified the issue and have now implemented a fix. We are now monitoring to verify there are no further issues. Jan <var data-var='date'>29</var>, <var data-var='time'>13:18</var> AEDT Investigating - We have identified issues with the payment section within the HotDoc Dashboard. Customer using the payments features will experiencing the following issues: 1. Missing "Payment Request" Button in their Dashboard. 2. Some customers are reporting that payment providers have also been unlinked. At this stage we are currently investigating. Please check in here to view further updates.

Payment Request Service Disruption

Aug <var data-var='date'> 7</var>, <var data-var='time'>09:57</var> AEST Resolved - This has now been resolved and all Core Practice clinic have been restored online. Aug <var data-var='date'> 6</var>, <var data-var='time'>10:04</var> AEST Identified - An issue has been identified with the API for integration between Core Practice and HotDoc. Customers using HotDoc are experiencing trouble confirming appointment requests. Our Product team is currently working with the team are Core Practice to resolve this issue. While we resolve this issue, bookings for Core Practice customers will be temporarily disabled.

Outage with Core Practice Software Integration

Jul <var data-var='date'> 9</var>, <var data-var='time'>09:46</var> AEST Resolved - All processing backlogs are now cleared. Any Genie clinics that had online bookings temporarily disabled will now be re-enabled. Jul <var data-var='date'> 8</var>, <var data-var='time'>17:57</var> AEST Monitoring - Genie have implemented a fix for the issue and awaiting processing backlogs to clear. At this stage we expect the delays to be processed overnight. We will follow up with further updates at 9:30 am AEST. Jul <var data-var='date'> 8</var>, <var data-var='time'>12:54</var> AEST Identified - Genie have identified a latency issue for Genie Solutions customers, resulting in a 4 hour processing delay to Specialist Bookings. We are currently partnering with Genie Support to investigate the cause of the delay. For now all Genie clinics using HotDoc have online bookings temporarily disabled.

Delays in Specialist bookings

Jun <var data-var='date'>12</var>, <var data-var='time'>09:24</var> AEST Resolved - All delayed processing requests have now been processed. If you are still experiencing any issues, please contact our Support team. Jun <var data-var='date'>11</var>, <var data-var='time'>14:10</var> AEST Monitoring - We have implemented a fix for the issue present and are now processing requests have been "pending". Processing backlog is nearing cleared. We will provide an update in the next 2 hours. Jun <var data-var='date'>11</var>, <var data-var='time'>12:15</var> AEST Identified - We have identified a issue that impacting the processing of payments for customer using Pin Payments. This is impacting: Capturing pre-authorisation, Release of funds and refund processing. We have identified that this impacts requests that have been put through since 9am 10th June. Our product development team are currently implementing a solution to fix the issue. We will provide further updates in the next 2 hours.

Processing Delaying with Pin Payments

Jun <var data-var='date'> 7</var>, <var data-var='time'>15:29</var> AEST Resolved - Thank you for your patience while we resolve this issue. We have been able to work with Genie and can now confirm that processing delay has been resolved. Online bookings for all Genie clinics have now been re-enabled. Jun <var data-var='date'> 7</var>, <var data-var='time'>13:58</var> AEST Identified - We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently partnering with Genie Support to investigate the cause of the delay. For now all Genie clinics using HotDoc have online bookings temporarily disabled.

May <var data-var='date'>22</var>, <var data-var='time'>14:11</var> AEST Resolved - Thank you for your patience while we resolve this delay. All latencies in processing requests are now restored to normal function. May <var data-var='date'>22</var>, <var data-var='time'>11:17</var> AEST Monitoring - We are currently investigating an issue causing delays in processing actions on HotDoc's platform. Requests put through between 9am-11am AEST for Results, Recalls, Correspondences, Invoices + Invoice Items and Patient arrivals may be experiencing a delay of up to 1 hour in processing. Any requests for the above nature past 11am AEST will be processing as normal. We have scaled up our processing to send through these requests. We will provide an update within the next hour on our progress in investigation and apologise for any delays in the meantime.

Processing Delay for HotDoc Customers

May <var data-var='date'>16</var>, <var data-var='time'>09:06</var> AEST Resolved - Thank you for your patience while we resolve this issue. We have been able to work with Genie and can now confirm that processing delay has been resolved. May <var data-var='date'>15</var>, <var data-var='time'>15:32</var> AEST Identified - We have identified a processing delay for Specialist bookings. Currently we are seeing a delay of up to 3 hours. We are working with Genie Solutions to investigate this issue. We will update with further information soon.

Processing Delay for Specialist Bookings

May <var data-var='date'> 1</var>, <var data-var='time'>10:00</var> AEST Resolved - This incident has been resolved. May <var data-var='date'> 1</var>, <var data-var='time'>08:48</var> AEST Monitoring - We experienced an issue with PDF downloads across HotDoc services from 11pm on 30/4/24 until 8:45am on 1/5/24. This affected Recall letter downloads and Forms and Bulk billing consent PDFs being written back to your clinical software. We have put a resolution in place and all failed PDF generation is being retried. May <var data-var='date'> 1</var>, <var data-var='time'>08:36</var> AEST Identified - We are experiencing an issue with PDF downloads across HotDoc services. This affects Recall letter downloads and Forms and Bulk billing consent PDFs written back to your clinical software.

PDF Download Error

May <var data-var='date'> 1</var>, <var data-var='time'>08:09</var> AEST Resolved - This incident has been resolved. Apr <var data-var='date'>23</var>, <var data-var='time'>12:38</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'>22</var>, <var data-var='time'>17:40</var> AEST Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'>22</var>, <var data-var='time'>15:37</var> AEST Investigating - At 2pm today we identified a small percentage of HotDoc Customers who, following a Sidebar update, can no longer open the Sidebar. Our team are currently working to identify the cause of this disruption so that they can implement a solution.

Apr <var data-var='date'>18</var>, <var data-var='time'>18:16</var> AEST Resolved - We've worked on a solution to help resolve this matter. Please see our helpful step-by-step instructions to follow on your Database server: https://support.hotdoc.com.au/hc/en-gb/articles/9557690777871-Why-does-my-Sidebar-give-me-the-error-Failed-to-Authenticate-Connector Apr <var data-var='date'>18</var>, <var data-var='time'>16:25</var> AEST Monitoring - We’ve identified that the issue is related to practices using ESET as their Security Application, we’re working on getting helpful documentation together for practices to add an exemption, we’ll be sending this out shortly. Apr <var data-var='date'>18</var>, <var data-var='time'>11:48</var> AEST Identified - At 9:00 am today we identified a small percentage of HotDoc Customers who can no longer log into the sidebar. The connection between HotDoc and their practice management system is currently down. Our team are currently working to identify the cause of this disruption to implement a solution.

Service Disruption

Apr <var data-var='date'>17</var>, <var data-var='time'>11:07</var> AEST Resolved - This incident has been resolved. Apr <var data-var='date'>16</var>, <var data-var='time'>12:44</var> AEST Monitoring - We've identified an issue affecting the delivery of SMS's to mobile numbers that are currently on the Telstra network which had previously been ported from a different network by the end user. This impacted the delivery of SMS's to some mobile numbers. The problem has been mitigated and SMSs are now being delivered to all mobile numbers as expected. We are continuing to work with third parties to fully resolve the issue.

SMS Service Disruption

Feb <var data-var='date'>27</var>, <var data-var='time'>09:30</var> AEDT Resolved - We've identified and resolved an issue affecting payment requests manually sent out via the HotDoc Dashboard between 9AM AEDT - 12:30PM AEDT, Tue 27th February 2024. We've identified the cause of the downtime and have resolved the underlying issue. Services are back online.

Feb <var data-var='date'>21</var>, <var data-var='time'>18:51</var> AEDT Resolved - This incident has been confirmed as resolved. Feb <var data-var='date'>21</var>, <var data-var='time'>18:24</var> AEDT Monitoring - We've identified the cause of the downtime and have resolved the underlying issue. All hotdoc.com.au services are back online. We are currently monitoring and will look to resolve this incident in one hour if no further issues arise. Feb <var data-var='date'>21</var>, <var data-var='time'>17:15</var> AEDT Investigating - At 4:55pm AEDT we identified an issue which is causing disruption to our the HotDoc Platform. You may see an error page when attempting to access hotdoc.com.au. We are currently investigating the cause of this and will provide an update.

Service Disruption to hotdoc.com.au

Jan <var data-var='date'>18</var>, <var data-var='time'>15:41</var> AEDT Resolved - This incident has been resolved and all affected write backs have been retried successfully. Jan <var data-var='date'>18</var>, <var data-var='time'>13:39</var> AEDT Monitoring - A fix has been implemented and we are monitoring the results. We will batch re-try all affected write backs over the next hour and monitor from here. Jan <var data-var='date'>18</var>, <var data-var='time'>11:47</var> AEDT Identified - We have recently experienced an issue with PDF downloads across HotDoc services such as Forms, Bulk billing consent and Recalls writing back to your clinical software. We are currently looking to a resolution and will provide an update shortly.

PDF download writeback error

Nov <var data-var='date'>10</var>, <var data-var='time'>12:05</var> AEDT Resolved - Between 10:56am and 11:30am today (10/11/2023) we experienced a minor delay in syncing for requests and specialist bookings. Customers may have experienced a delay of up to 20mins. All processing delays have been restored now and normal service level have resumed.

Minor Sync Delay

Nov <var data-var='date'> 8</var>, <var data-var='time'>14:41</var> AEDT Resolved - We have been advised by Optus that SMS's to their customers should be going out now. Patients should start to receive sms communications over the course of today. Nov <var data-var='date'> 8</var>, <var data-var='time'>10:16</var> AEDT Monitoring - Please be advised that HotDoc is currently aware of the impact to customers using Optus services. Customer may have been experiencing issue since 4am AEDT today. Impacted customers may experience loss of connection to HotDoc or may get reports of some patients not receiving sms communications for appointment reminders, clinical reminders or broadcast messages. Rest assured HotDoc is still sending these sms communications to patients handset, however they may not be receiving them due the the outage with Optus. If you believe that your clinic has been impacted, then please send an email through to our support team via support@hotdoc.com.au.

Customers using Optus Services

Oct <var data-var='date'>13</var>, <var data-var='time'>10:03</var> AEDT Resolved - Thank you for your patience while we get this resolved for you. Genie have confirmed that their resolution has been successful and we have been able to clear all processing delays. Clinics have now been re-enabled for bookings. Oct <var data-var='date'>12</var>, <var data-var='time'>16:04</var> AEDT Update - We are still completing the last of our monitoring. For the time being, HotDoc bookings are still temporarily disabled to ensure it doesn’t cause a further disruption to you and your practice. Once we are confident all is back as expected, we will enable your bookings and inform you via email. Oct <var data-var='date'>12</var>, <var data-var='time'>10:32</var> AEDT Monitoring - Genie Solution have now been able to implement a solution. We are currently monitoring to see improvements to processing delays. We will update again in 2 hours. Oct <var data-var='date'>11</var>, <var data-var='time'>16:48</var> AEDT Update - We have been working Genie to resolve the issue. At this stage processing time is still quite delay. Our advise is to temporarily disable bookings via for Specialist customers. Oct <var data-var='date'>11</var>, <var data-var='time'>11:58</var> AEDT Identified - We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently investigating the cause and will provide an update in the next 2 hours with an update.

Is HotDoc down?

HotDoc status is UP

Lastest published events

Degraded performance impacting Payment collection.

Syncing Issues affecting Partial Patient Matches

Kiosk Check-In Not Working

HotDoc Services, Components and Regions

Recent HotDoc events

Degraded performance impacting Payment collection.

Syncing Issues affecting Partial Patient Matches

Kiosk Check-In Not Working

Database upgrade

Degraded Platform Performance

Halo Sync Degradation

Get your FREE account now,
5 monitors included!

Is HotDoc down?

HotDoc status is UP

Lastest published events

Degraded performance impacting Payment collection.

Syncing Issues affecting Partial Patient Matches

Kiosk Check-In Not Working

HotDoc Services, Components and Regions

Recent HotDoc events

Degraded performance impacting Payment collection.

Syncing Issues affecting Partial Patient Matches

Kiosk Check-In Not Working

Database upgrade

Degraded Platform Performance

Halo Sync Degradation

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!