Reminder SMS and Email Delays

This issue has now been resolved. We appreciate your patience.

A fix for this issue has now been released and our team is monitoring. For affected businesses, email and SMS communications that were stuck in pending status prior to today March 20 will not be sent to pet parents. Only email and SMS communications sent after the completion of deployment today at 1pm MST will be sent to customers.

A fix for this issue will be released today beginning at 12pm MST. We will provide an additional update once the fix has been implemented and verified.

Our development team is continuing to thoroughly test a solution for this issue to minimize any further impact and ensure that all applicable components are addressed. We understand the importance of these communications and this is being handled as a top priority. We will provide an additional update just as soon as we have an expected release timeline.

Our development team has identified the cause of these issues and is testing and working to deploy a fix as soon as possible. We will provide an additional update once we have an expected release timeline.

We have received additional reports that Reminder Emails may also be affected. Our development team is diligently investigating to identify the cause as quickly as possible. We will provide another update as we learn more.

Some temporary solutions include using canned email templates, marketing campaigns, or 2-Way SMS. If you need assistance with any of these options please contact our support team.

We are investigating reports of Reminder SMS messages not being delivered as expected. We will provide additional updates as more information becomes available.