Gingr App - Notice history

This issue has now been resolved. Any PDF files uploaded during the affected time period on 1/30 will need to be re-uploaded. Thank you for your patience.

This issue has been resolved. We appreciate your patience.

We've fixed the core issue, and our team is monitoring.

The app performance issue has been identified and a fix is being worked on. We will provide an additional update within the next 30 minutes.

We've confirmed there is a problem, we're working to resolve it.

At approximately 6:30am MST we began receiving intermittent reports of degraded performance in some Gingr applications. Our team is continuing to investigate this issue and we will provide an additional update within the next 30 minutes.

At approximately 6:30am MST we began receiving intermittent reports of degraded performance in some Gingr applications. Our team is continuing to investigate this issue and we will provide an additional update within the next 30 minutes.

We are happy to report that the issue with pet parents not being able to access the Gingr Customer Portal 2.0 has been resolved. Thank you for your patience.

This issue has been resolved. Thank you for your patience.

We are pleased to share that this issue has now been resolved. Please note that package subscriptions created between 2/26/24-3/15/24 with a scheduled start date may not renew as expected and they will need to be canceled and re-started. Please reach out to our Support Team should you need further assistance.

We are pleased to share that a production fix for package subscriptions 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. Please note that package subscriptions that did not previously renew as expected will need to be canceled and re-started. You can use your Active Subscriptions Report to identify impacted subscriptions. Please reach out to our Support Team should you need further assistance.

The following issues with package subscriptions were resolved with our 1.14.0 release on 2/26/24: 1. “Bill day of month” and last action date mismatch caused subscriptions to not process. 2. Failed charges between 11/8/23-11/18-23 did not attempt to renew or auto-cancel. 3. Scheduled start dates between 11/8/23-11/18-23 did not attempt to charge. 4. Incorrect number of days for expiration on months with 31 days. As of 2/26, we are investigating new reports of subscriptions scheduled to start on a future date failing to start on the specified date and instead running the following month. Impacted subscriptions can be identified on the Active Subscriptions Report. The solution is to cancel the subscription that did not renew and then create a new subscription with no start date (meaning it will be effective immediately). We will provide updates as they become available. Thank you for your patience while this issue is resolved.

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.

We are pleased to share that this issue has now been resolved. We appreciate your patience.