Phreesia outage history

We are currently investigating an issue that may be causing delays in the Dashboard across all zones. We will provide updates as more information becomes available.

Dashboard performance is in the process of recovering across all zones, but may still be slower than expected for some clients. We are also investigating an issue affecting login via SSO. Our Engineering team is actively working to restore normal functionality. We will provide updates as more information becomes available.

Dashboard performance has returned to normal across all zones, and the issue affecting login via SSO has been resolved. All services are operating as expected.

Earlier today, some users in certain geographic regions, primarily on the West Coast, may have experienced slowness while accessing the Phreesia platform and completing intake forms. Our investigation indicates this was related to regional ISP/network routing degradation and was not a widespread Phreesia platform issue. Phreesia systems and infrastructure remained operating normally. We are no longer receiving reports of slowness, and performance has remained stable.

We are investigating elevated transaction failures affecting eligibility requests routed through our Eligibility API. Some affected API requests may time out or return errors, preventing eligibility responses from being returned successfully for external vendors leveraging this service. Eligibility & Benefits results accessed through the Phreesia Dashboard are not impacted. Our teams are actively investigating and monitoring the impact. We will provide an update as more information becomes available.

One of our vendors identified and implemented a fix on Friday afternoon August 14th. We are seeing a return to normal functionality through the Eligibility API.

We are currently investigating an issue in Zone 1 and Zone 2, which may be causing delays when exporting information from Phreesia to EMR/PM systems. We will provide updates as more information becomes available.

The issue causing delays when exporting information from Phreesia to EMR/PM systems in Zone 1 and Zone 2 has been resolved. Exports are processing as expected.

Investigating – We are aware of an issue affecting Apriva that is preventing payment transactions from being processed. Apriva has acknowledged the issue and is actively investigating and working to restore service. We will provide additional updates as more information becomes available.

Update – Apriva has advised that Microsoft Azure is currently experiencing multiple issues which is affecting their platform, resulting in the payment processing issues we are observing through the gateway. Apriva and their service providers are actively working to restore service as quickly as possible. We are continuing to monitor the situation closely and will provide additional updates as more information becomes available.

Apriva has implemented a fix for the payment processing issue and is reporting positive recovery across affected systems. We are closely monitoring the situation to confirm payment processing services remain stable. We will continue to provide updates until the issue has been fully resolved.

We are seeing payment transactions processing successfully following the fix implemented by Apriva. We will continue to closely monitor payment processing to ensure services remain stable before marking this incident as resolved. We will provide additional updates as needed.

The payment processing issue affecting Apriva has been resolved. Payment transactions are processing successfully, and services are operating normally. We appreciate your patience while this issue was being addressed.

We have detected an issue where users in Zone 3 may experience delayed load times or encounter errors when accessing the Appointments Hub. Our Engineering team is actively investigating the issue and working to restore normal performance. We will provide updates as more information becomes available.

Our investigation indicates that, in addition to delayed load times and errors when accessing the Appointments Hub, PhreesiaPads may also fail to load interviews for users in Zone 3. Our Engineering team continues to investigate the issue and is working to restore normal functionality. We will provide updates as more information becomes available.

We are continuing to investigate this issue.

The issue impacting performance for the Phreesia Dashboard, Appointments Hub, and PhreesiaPads in Zone 3 has been resolved. Users should no longer experience delayed load times, errors, or issues with PhreesiaPads loading interviews. We apologize for any inconvenience this issue may have caused and appreciate your patience while our Engineering team worked to restore normal performance.

We are currently investigating an issue affecting the Zone 5 Dashboard that is sporadically preventing appointments from being created as expected. While the issue is primarily limited to future-date appointments, we are continuing to assess the full scope of impact. Our Engineering team is working to restore normal functionality as quickly as possible. We will provide updates as more information becomes available.

The issue affecting appointment creation in the Zone 5 Dashboard has been resolved. Shortly after the issue was identified earlier this morning, our Engineering team restored normal functionality. We also reprocessed all appointments that were not initially created to ensure accurate and up-to-date appointment lists in the Dashboard. We apologize for any inconvenience and appreciate your patience.

We are currently investigating connectivity issues affecting ConnectOnCall/VoiceAI for a subset of practices using Athena. Patient search and matching capabilities may be impacted during this time. We are actively working to resolve this issue and will provide updates as they become available.

Our engineering team was able to identify and resolve the issue affecting ConnectOnCall/VoiceAI for a subset of practices using Athena. Patient search and matching capabilities are currently operating as expected. We are continuing to monitor and will confirm full resolution shortly.

ConnectOnCall/VoiceAI patient search and matching functionality performance issues have been fully resolved. We apologize for any inconvenience and thank you for your patience.

We are currently investigating an issue with the VoiceAI dashboard that may be causing some users to experience performance issues when launching or using the service. Engineering is actively investigating, and we will provide updates as more information becomes available.

VoiceAI Dashboard logins and performance have returned to normal following investigation and remediation by our engineering team. We are continuing to monitor and will confirm full resolution shortly.

VoiceAI Dashboard login and performance issues have been fully resolved. We apologize for any inconvenience and thank you for your patience.

We are currently investigating an issue with VoiceAI where calls may be disconnected when being transferred to staff. Engineering is actively investigating. We will provide updates as more information becomes available.

The VoiceAI issue has been resolved and calls are now transferring to staff as expected.

We are currently investigating an issue with VoiceAI where calls may be disconnected when being transferred to staff. Engineering is actively investigating. We will provide updates as more information becomes available.

The VoiceAI issue has been resolved and calls are now transferring to staff as expected.

We are currently investigating an issue that may be causing some users to experience difficulty logging into Dashboard and/or navigating within Dashboard. Engineering is actively investigating. We will provide updates as more information becomes available.

We are no longer seeing issues with navigation in the Phreesia Dashboard. At this time, we are monitoring some performance issues related to SSO login. We will provide updates as more information becomes available.

Performance across the Phreesia Dashboard and SSO login has returned to normal and all systems are operational.

We identified an issue where calls made using our VoiceAI product were sporadically not connecting. This may have impacted some VoiceAI call attempts during the affected window. The issue has been resolved, and VoiceAI calls are now connecting as expected. We apologize for any inconvenience this may have caused. Affected timeframe: 9:00 AM - 10:10 AM Eastern Time

We are aware of reports from some users experiencing slowness while navigating the Phreesia dashboard and completing intake forms. Our investigation indicates this is related to regional ISP/network routing degradation and is not a widespread platform issue. The issue is limited to users in certain geographic regions, primarily on the West Coast. Phreesia systems and infrastructure are operating normally. We are monitoring network conditions and tracking affected routes. We will provide an update as additional information becomes available.

We are continuing to investigate reports from some users experiencing slowness while navigating the Phreesia dashboard and completing intake forms. At this time, monitoring indicates error rates have decreased from earlier elevated levels. Some users may also be seeing improved performance, and reports of issues have slowed. Current information continues to indicate the issue is related to regional ISP/network routing degradation impacting a limited number of clients on the West Coast and is not a widespread Phreesia platform issue. Phreesia systems and infrastructure continue to operate normally. We will continue to monitor network conditions, internal error trends, and user reports through the morning as normal traffic volumes return to validate that performance remains stable. We will provide another update as additional information becomes available.

We continue to monitor reports from some users experiencing slowness while navigating the Phreesia Dashboard and completing intake forms. Network conditions that may have been contributing to the issue improved overnight, and monitoring indicates performance has remained stable. We also received information indicating that a major regional internet connectivity issue impacted parts of the West Coast during the same timeframe, which aligns with the limited client impact observed. Phreesia systems and infrastructure continued to operate normally, and this does not appear to have been a widespread Phreesia platform issue.

We are no longer receiving reports of slowness while navigating the Phreesia Dashboard or completing intake forms. Performance has remained stable, and Phreesia systems and infrastructure continue to operate normally.

We are currently investigating an issue affecting the Zone 3 Dashboard. This issue may be causing issues with the completion of some actions in the Dashboard. Engineering is actively investigating. We will provide updates as more information becomes available.

The issue affecting the Zone 3 Dashboard has been resolved, and the Dashboard is now displaying as expected for users in Zone 3. Engineering will continue to monitor and provide additional updates if needed.

This incident has been resolved.

We are currently investigating an issue that is causing insurance and copays to not be tied to new visits on the Dashboard. Our Engineering team is actively investigating, and we will provide updates as more information becomes available.

The issue has been identified, and our team is making progress towards a full recovery. We’re working through a backlog of messages and appreciate your patience.

The insurance and copay issue affecting new visits on the Dashboard has been resolved and information is now displaying as expected.

We are currently investigating an issue that may be causing an error on the dashboard when attempting to send patient communications via text message (SMS). At this time, delivery via email is functioning normally. Our Engineering team is actively investigating, and we will provide updates as more information becomes available.

We are continuing to investigate the issue impacting patient communications sent via text message (SMS), which may be causing an error on the dashboard when attempting to send messages. Delivery via email remains functioning normally. We are also seeing impact to BillPay and Mobile Wallet. Our Engineering team is actively investigating, and we will provide updates as more information becomes available.

We have identified the issue impacting patient communications sent via text message (SMS). SMS patient communications are functioning with some delays at this time. Delivery via email remains functioning normally. BillPay and Mobile Wallet functionality have been restored. Our Engineering team is actively working toward full resolution and continues to monitor performance. We will provide updates as more information becomes available.

The issue impacting patient communications sent via text message (SMS) has been resolved. SMS delivery is now functioning as expected. Delivery via email remained unaffected throughout the incident. BillPay and Mobile Wallet functionality have also been fully restored.

We are currently investigating an issue with payments in Zone 5 that may be causing transactions to fail or not process as expected. Our Engineering team is actively working to identify the cause and restore normal functionality as quickly as possible. We will provide updates as more information becomes available.

We are continuing to investigate the payments issue impacting Zone 5. As part of our ongoing efforts, the Auxiliary Payment System (APS) has been enabled and can be accessed at payments.phreesia.net. We will provide updates as more information becomes available.

Additional resources have been added to our services which has improved performance. Our Engineering team continues to investigate for full resolution. During this issue, we also observed delays with actions through the Phreesia Dashboard as well as during intake through some modalities, including the PhreesiaPad. APS will remain enabled until full resolution.

Our services continue to remain stable and we see continued performance through Payments, the Phreesia Dashboard and PhreesiaPad intake sessions. We will be disabling APS at 2PM EST as payments can be made through the Phreesia dashboard at this time. For more information on the Auxiliary Payment System please visit https://phreesia.my.site.com/support/s/article/How-to-use-the-Phreesia-Auxiliary-Payment-System Phreesia will continue to monitor before full resolution.

Our services continue to remain stable and we see continued performance through Payments, the Phreesia Dashboard and PhreesiaPad intake sessions. We will be marking this incident as resolved.

Phreesia experienced a brief issue affecting the Dashboard in Zone 1. The issue intermittently impacted users attempting to access the Phreesia Dashboard. Users may have experienced login failures or increased latency. The impact was short in duration and resolved without sustained disruption.

We are currently investigating an issue affecting the Phreesia Dashboard on Zone 5 that may be causing data and updates to not display as expected. At this time, users may need to manually refresh the page in order to see the most recent information. Engineering is actively investigating the issue. We will provide updates as more information becomes available.

A fix has been implemented for the issue affecting Zone 5 Phreesia Dashboard updates. Since implementing the change, we are observing normal performance. Engineering will continue to monitor the Dashboard closely to ensure stability.

The Phreesia Dashboard on Zone 5 has continued to operate at normal performance levels following yesterday's fix.