Gingr App - Recurring Package Subscriptions Failing to Renew – Incident details

This issue has been resolved and the functionality to schedule a subscription to start at a future date has been restored. Please note that the fix does not apply retroactively. Any subscriptions that were scheduled to start during the affected dates where the issue was occurring (November 9 - 16) will need to be removed and recreated. Follow these steps to identify and address any impacted subscriptions: 1. Navigate to the Active Subscriptions report. The report can be exported and sorted if needed. 2. Sort Descending on the "Created at" column to review any subscriptions created between 11/9 - 11/16. 3. Reference the "Last event" column. If it only reads "created on Day, XX/XX/XXXX X:XX xx" and does not include a reference to a package, then it was affected and will need to be recreated. 4. Contact the pet parent to verify the desired start date, and then create a new subscription. 5. Cancel the previous incorrect subscription. Please reach out to our support team with any questions.

A fix for the issue with subscriptions that are scheduled to start on a future date will be included as part of a system update that will take place tonight beginning at 9pm MST. We will provide an additional update once the fix has been released and verified.

Functionality for weekly and bi-weekly subscription renewals has been restored. An issue is still occurring for subscriptions that are scheduled to start on a future date. Our team is currently testing a fix and an additional update will be provided as soon as a timeline is established for the fix to be released.

A fix for this issue will be included as part of a system update that will take place tonight beginning at 9pm MST. We will provide an additional update once the fix has been released and verified.

Our team has identified the cause of the issue with packages not renewing as expected, and testing is currently underway for a fix. We will provide an additional update as soon as a timeline is established for the fix to be released.