Optum Outage History

Started Aug 09, 2026, 08:44 PM UTC· resolved Aug 09, 2026, 11:01 PM UTC

1. investigating Aug 09, 2026, 08:44 PM UTC

   Medicare Eligibility is currently down with no ETA. The MedRx teams are continuing to monitor the situation. #INC51510582

2. investigating Aug 09, 2026, 09:46 PM UTC

   The Medicare HETS 270/271 system is currently unavailable, impacting eligibility transaction processing through TCP/IP and Web Services. CMS is aware of the issue and is actively working toward resolution. Further updates will be provided as additional information becomes available. #INC51510582

3. resolved Aug 09, 2026, 11:01 PM UTC

   The Medicare HETS 270/271 system has been restored, and eligibility transactions are processing normally via TCP/IP and Web Services. Service is now available, and the issue has been resolved. #INC51510582

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Started Aug 06, 2026, 04:05 PM UTC· resolved Aug 06, 2026, 05:22 PM UTC

1. identified Aug 06, 2026, 04:05 PM UTC

   The pharmacy claims processor OptumRx is experiencing intermittent claim processing. OptumRx has identified the issue and is working towards resolution. Pharmacies may receive "ERX06 (Processor Timed out)" error responses when sending claims to this processor, please submit the claim again. Optum Insight switch is monitoring and will update this page when the issue is known to be resolved.

2. resolved Aug 06, 2026, 05:22 PM UTC

   The pharmacy claims processor OptumRx's issues were resolved Aug. 6, 2026, 11:30 a.m. ET. Pharmacies that received error responses when sending to OptumRx through the Optum Insight Switch should resubmit to the processor.

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Started Aug 05, 2026, 04:16 PM UTC· resolved Aug 25, 2026, 02:45 PM UTC

1. investigating Aug 05, 2026, 04:16 PM UTC

   The pharmacy claims processor Cervey is experiencing downtime on all platforms. Cervey is working diligently to resolve this issue. Pharmacies may receive "ERX34 - RESPONSE FORMAT ERROR-RESUBMIT" error responses when sending claims to this processor. Optum Insight switch is monitoring and will update this page when the issue is known to be resolved.

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Started Jul 08, 2026, 01:43 PM UTC· resolved Jul 08, 2026, 03:44 PM UTC

1. investigating Jul 08, 2026, 01:43 PM UTC

   The Recast Service is currently experiencing an outage. The support team has identified the issue and is actively investigating and working to restore the service as quickly as possible. Further updates will be provided as progress is made. INC# INC50944174

2. identified Jul 08, 2026, 02:38 PM UTC

   Restoration is in progress, and the team is actively working to recover the service. Current estimates indicate recovery may take approximately one hour. #INC50944174

3. resolved Jul 08, 2026, 03:44 PM UTC

   The service interruption has been resolved, and all affected services have been fully restored. Thank you for your patience. #INC50944174

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Started Jul 01, 2026, 02:22 PM UTC· resolved Jul 01, 2026, 03:56 PM UTC

1. investigating Jul 01, 2026, 02:22 PM UTC

   We are experiencing degradation in new enrollments with mobile services. INC#INC50837787

2. identified Jul 01, 2026, 03:09 PM UTC

   We have identified the issue and are taking remediation steps. Expect resolution in next hour. INC#INC50837787

3. resolved Jul 01, 2026, 03:56 PM UTC

   Service is restored. INC#INC50837787

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Started Jun 30, 2026, 12:58 PM UTC· resolved Jun 30, 2026, 02:42 PM UTC

1. investigating Jun 30, 2026, 12:58 PM UTC

   PCS is currently experiencing claim processing timeouts with Optum Insight resulting in ERX03 rejections. We are currently working with the payer to resolve this issue. INC# INC50811865

2. investigating Jun 30, 2026, 02:02 PM UTC

   CVS Caremark claims are still experiencing claim timeouts. Optum Insight is still working with the payer to resolve this issue. We will provide a new update as soon as possible. INC# INC50811865

3. resolved Jun 30, 2026, 02:42 PM UTC

   The issue related to CVS Caremark claim processing timeouts is now resolved. Any rejected claims can be reprocessed. INC# INC50811865

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Started Jun 26, 2026, 01:38 PM UTC· resolved Jun 26, 2026, 03:32 PM UTC

1. investigating Jun 26, 2026, 01:38 PM UTC

   Optum Insight is currently experiencing claim timeouts with Medicare B claims for DME and vaccine billing. We are currently working to resolve this issue and will provide an update as quickly as possible. # INC50757672

2. investigating Jun 26, 2026, 02:45 PM UTC

   Optum Insight is currently experiencing claim timeouts impacting Medicare B claims for DME and vaccine billing. The issue is still ongoing, and our teams are actively working to resolve it. We will provide the next update as soon as more information becomes available. # INC50757672

3. resolved Jun 26, 2026, 03:32 PM UTC

   The issue regarding claim timeouts impacting Medicare B claims for DME and vaccine billing for Optum Insight is now resolved. # INC50757672

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Started Jun 17, 2026, 03:56 PM UTC· resolved Jun 17, 2026, 04:12 PM UTC

1. investigating Jun 17, 2026, 03:56 PM UTC

   Optum Insight has identified an issue impacting erroneous rejections for some transactions associated with specific pharma VOD programs. We are investigating the issue and will provide an update once available. # INC50589485

2. resolved Jun 17, 2026, 04:12 PM UTC

   Optum Insight has resolved the issue impacting erroneous rejections for some transactions associated with specific pharma VOD programs and will continue monitoring. If you experience and such issues, please reach out to the Pharmacy Support Help Desk at 866-379-6389. # INC50589485

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Started Jun 16, 2026, 04:17 PM UTC· resolved Jun 16, 2026, 04:35 PM UTC

1. investigating Jun 16, 2026, 04:17 PM UTC

   We have identified intermittent timeouts occurring with our Cardfinder service and are working to resolve the issue. We will send an update once there is any new information or a resolution. INC #INC50569042

2. resolved Jun 16, 2026, 04:35 PM UTC

   The issue causing intermittent timeouts with our Cardfinder service have been resolved and the service is no longer experiencing any timeouts. Thank you for your patience while we worked through this issue. INC #INC50569042

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Started May 12, 2026, 07:38 PM UTC· resolved May 12, 2026, 08:11 PM UTC

1. investigating May 12, 2026, 07:38 PM UTC

   RXNS pharmacy transactions for WA Department of Labor VPN Connection went down 7:20 AM CT. As a result, 100% of transaction traffic to the affected VPN was unavailable during the incident window. Investigation and Troubleshooting Activities: The PE Team and Product Operations Team are actively troubleshooting the issue. The Network Team is currently investigating VPN connectivity. The Application Operations Team is coordinating with the processor to obtain an update on the current connection status. INC#INC49975636

2. resolved May 12, 2026, 08:11 PM UTC

   RXNS pharmacy transactions for the WA Department of Labor VPN connection went down at 07:20 AM CT. As a result, 100% of transaction traffic to the affected VPN was unavailable during the incident window. The VPN connection was restored without intervention from the Optum side at approximately 02:58 PM CT, after which transaction traffic began flowing normally. INC#INC49975636

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Started May 07, 2026, 07:26 PM UTC· resolved May 07, 2026, 11:58 PM UTC

1. investigating May 07, 2026, 07:26 PM UTC

   NCPDP pharmacy benefit claims destined to AL and CT Medicaid VPN connections for patient's with AL and CT Medicaid coverage are not making it to either payer. 100% of the traffic destined to these payers is currently down. Optum Insight is actively working on this issue. INC # INC49898339

2. identified May 07, 2026, 08:31 PM UTC

   Our technical teams are continuing to work to resolve this issue, and we will provide updates as more becomes available. INC # INC49898339

3. identified May 07, 2026, 09:54 PM UTC

   Customer network team and Optum technical teams are continuing to work to resolve this issue, and we will provide updates as more becomes available.

4. resolved May 07, 2026, 11:58 PM UTC

   Optum Insight worked with Gainwell to resolve connectivity to AL and CT Medicaid. The connection was restored at 6:27pm CST.

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Started May 04, 2026, 06:48 PM UTC· resolved May 04, 2026, 07:22 PM UTC

1. investigating May 04, 2026, 06:48 PM UTC

   Optum Insight has identified an issue causing intermittent impact to Script Routing Transactions. This issue is currently being investigated and an update will be provided as soon as possible. #INC49825179

2. resolved May 04, 2026, 07:22 PM UTC

   Optum Insight has resolved the issue causing intermittent impact to Script Routing transactions. Impacted script-routing transactions should be resubmitted as necessary. #INC49825179

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Started May 04, 2026, 04:27 PM UTC· resolved May 04, 2026, 06:20 PM UTC

1. investigating May 04, 2026, 04:27 PM UTC

   We are aware of an issue with a certificate expiration causing major impact to your business. Our teams are currently engaged and will provide an update as it becomes available. #INC49821636

2. investigating May 04, 2026, 05:15 PM UTC

   A workaround has been found for the issue, and is being communicated via your support team. #INC49821636

3. monitoring May 04, 2026, 05:21 PM UTC

   The workaround has proved successful when applied. We are continuing to monitor until completion. #INC49821636

4. resolved May 04, 2026, 06:20 PM UTC

   The workaround given has resolved the issue where it has been applied. The rollout to stores is continuing and expected to be complete within the next hour. #INC49821636

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Started Apr 30, 2026, 05:48 PM UTC· resolved Apr 30, 2026, 05:48 PM UTC

1. resolved Apr 30, 2026, 05:48 PM UTC

   As previously communicated Optum Insight identified inconsistent payment activity and claim reopening outcomes across the DME MACs post-implementation of their new policy of requiring a KX modifier being submitted on inhalation drug claims. As a result, we placed all inhalation drug and corresponding dispensing fee claims on hold temporarily to prevent the occurrence of further denials. Optum Insight is pleased to share that we have completed system enhancements, including necessary coding updates resulting from collaborative testing. Consequently, all previously held claims have been released with the appropriate modifier codes as of Monday, April 27, 2026. We appreciate your continued partnership and remain available for any questions through our customer support team at 866-379-6389.

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Started Apr 22, 2026, 02:39 PM UTC· resolved Apr 22, 2026, 11:36 PM UTC

1. investigating Apr 22, 2026, 02:39 PM UTC

   Dear Customers, We are aware of slow response times and rejections with Recast. We are actively investigating the slowness and will provide updates as more information becomes available. Services impacted: Recast Questions? For more information, please contact Central Services Support by emailing [email protected]. #INC49624728

2. investigating Apr 22, 2026, 03:43 PM UTC

   Recast service is still unavailable. Restoration effort remains in progress. #INC49624728

3. investigating Apr 22, 2026, 04:40 PM UTC

   Recast service remains down, and restoration activities are ongoing. INC#INC49624728

4. investigating Apr 22, 2026, 05:45 PM UTC

   Recast service is still unavailable. Restoration effort remains in progress. INC# INC49624728

5. investigating Apr 22, 2026, 06:53 PM UTC

   Recast service is still unavailable. Restoration effort remains in progress. INC# INC49624728

6. investigating Apr 22, 2026, 07:59 PM UTC

   Recast service is still unavailable. Restoration effort remains in progress. INC# INC49624728

7. investigating Apr 22, 2026, 09:07 PM UTC

   Recast service is still unavailable. Restoration effort remains in progress. INC# INC49624728

8. monitoring Apr 22, 2026, 10:03 PM UTC

   Recast service is improving. Monitoring in progress INC# INC49624728

9. resolved Apr 22, 2026, 11:36 PM UTC

   RXSS RXN API performance issue (Recast Claim Formatter – CHC) is resolved, with services fully restored. Monitoring continues, and RCA will follow. We appreciate your patience. INC# INC49624728

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Started Apr 20, 2026, 02:27 PM UTC· resolved Apr 20, 2026, 04:42 PM UTC

1. investigating Apr 20, 2026, 02:27 PM UTC

   CM is currently experiencing an unexpected connectivity issue today, Monday, April 20, 2026. As a result, users may be unable to access the CM application. Optum is currently working to resolve this as soon as possible and will continue to keep you updated on the progress made to correct this issue. We apologize for any inconvenience this may cause. #INC49575022

2. investigating Apr 20, 2026, 03:31 PM UTC

   We continue to work on resolving the outage associated with the Contract Manager environment. We are currently building and testing a new release to address the issue. Updates will be shared as more information becomes available. #INC49575022

3. investigating Apr 20, 2026, 04:40 PM UTC

   The issue impacting Contract Manager environment has been resolved. Service was restored after unblocking affected system components and stabilizing the environment. A permanent fix is being deployed to address the underlying security vulnerability and prevent recurrence. #INC49575022

4. resolved Apr 20, 2026, 04:42 PM UTC

   The issue impacting Contract Manager environment has been resolved. Service was restored after unblocking affected system components and stabilizing the environment. A permanent fix is being deployed to address the underlying security vulnerability and prevent recurrence. #INC49575022

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Started Apr 14, 2026, 08:47 AM UTC· resolved Apr 14, 2026, 12:33 PM UTC

1. investigating Apr 14, 2026, 08:47 AM UTC

   The Medical Network Payer Connectivity Services Realtime Processing is experiencing and a Realtime service interruption. As a result all Realtime processing is down. Our teams are actively working to troubleshoot and resolve the issue. INC# INC49466830

2. investigating Apr 14, 2026, 09:47 AM UTC

   Medical Network PCS – Real-Time Processing is currently experiencing a service interruption, and all real-time transactions are unavailable. Engineering teams are actively investigating the issue and working on restoration. Updates will be shared as more information becomes available. INC# INC49466830

3. investigating Apr 14, 2026, 10:51 AM UTC

   Medical Network PCS real‑time services remain down; engineering teams are actively troubleshooting and performing recovery actions. INC# INC49466830

4. investigating Apr 14, 2026, 11:45 AM UTC

   We are currently experiencing a service interruption affecting Medical Network PCS real-time processing. At this time, all real-time transactions are unavailable. Our engineering teams are actively investigating the issue and working to restore service as quickly as possible. INC# INC49466830

5. resolved Apr 14, 2026, 12:33 PM UTC

   Teams restored the missing components through an approved emergency action, after which real‑time transactions started working again. Thank you for your patience as our teams worked to resolve this incident. INC# INC49466830

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Started Apr 09, 2026, 03:37 PM UTC· resolved Apr 09, 2026, 03:45 PM UTC

1. investigating Apr 09, 2026, 03:37 PM UTC

   We are aware of the ZScaler issues with MDIV/MMIS. We are actively investigating the issue with the larger Optum/Zscaler team and will provide updates as soon as available. INC #INC49392819

2. resolved Apr 09, 2026, 03:45 PM UTC

   The Zscaler issue with MDIV/MMIS has been resolved. We appreciate your patience while being restored.

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Started Apr 03, 2026, 03:47 PM UTC· resolved Apr 03, 2026, 05:41 PM UTC

1. investigating Apr 03, 2026, 03:47 PM UTC

   We are aware of the slow EPR response times. We are actively investigating the slowness and will provide updates as more information becomes available. We apologize for any inconvenience this may cause. INC#INC49298901

2. identified Apr 03, 2026, 04:03 PM UTC

   We are still working on the Central Services Database failover. During this time there will be a brief outage. We appreciate your patience as we’re working towards the solution. INC#INC49298901

3. resolved Apr 03, 2026, 05:41 PM UTC

   Customers, We have resolved the issue causing slowness within EPR. We appreciate your patience as we worked towards the solution. INC#INC49298901

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Started Mar 20, 2026, 02:54 PM UTC· resolved Mar 20, 2026, 11:40 PM UTC

1. investigating Mar 20, 2026, 02:54 PM UTC

   We are aware of an issue occurring within the system. We will provide updates as more information becomes available. Incident type : Estimator is down Incident description: Estimator is down for all customers currently, and we are working to resolve this issue as quickly as possible. INC#INC49049942

2. investigating Mar 20, 2026, 05:13 PM UTC

   The team is currently aware of an issue within the system and will provide further updates as more details are confirmed. Incident type : Estimator is down Incident description: Estimator is down for all customers currently, and we are working to resolve this issue as quickly as possible. INC#INC49049942

3. identified Mar 20, 2026, 07:24 PM UTC

   The team is aware of the issue affecting the system and will share updates as additional details become available. Call has been reconvened to 05:00 PM EST for further investigation.

4. identified Mar 20, 2026, 09:22 PM UTC

   The team knows about the issue impacting the system and will provide updates when more information is available. INC#INC49049942

5. resolved Mar 20, 2026, 11:40 PM UTC

   The issue that impacted the estimator has been resolved. Thank you for your patience as our teams worked to resolve this incident. INC#INC49049942

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Started Mar 18, 2026, 01:56 PM UTC· resolved Mar 18, 2026, 06:39 PM UTC

1. investigating Mar 18, 2026, 01:56 PM UTC

   We are aware that customers may not be able to login to EngageCare Provider. Our teams are actively working to troubleshoot and resolve the issue. INC #INC49002906

2. monitoring Mar 18, 2026, 03:13 PM UTC

   We continue to monitor the issue and teams remain actively engaged. Further updates will be provided as available.

3. resolved Mar 18, 2026, 06:39 PM UTC

   The login issues for EngageCare Provider are now resolved. If you have any further issues, please open Customer Care Hub Support Request. INC #INC49002906

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Started Mar 14, 2026, 05:01 PM UTC· resolved Mar 14, 2026, 07:42 PM UTC

1. investigating Mar 14, 2026, 05:01 PM UTC

   Optum has identified a critical connectivity issue affecting transactions routed to Prime Therapeutics / Magellan. The issue is resulting in connection‑to‑payer errors and is currently preventing successful claim processing for impacted plans. Optum teams are actively engaged and working with the payer to restore connectivity as quickly as possible. BIN 022659 BIN 009737/ 011503 BIN 002286 INC #INC48943150

2. investigating Mar 14, 2026, 06:13 PM UTC

   Issue Ongoing- Optum has identified a critical connectivity issue affecting transactions routed to Prime Therapeutics / Magellan. The issue is resulting in connection‑to‑payer errors and is currently preventing successful claim processing for impacted plans. Optum teams are actively engaged and working with the payer to restore connectivity as quickly as possible. BIN 022659 BIN 009737/ 011503 BIN 002286 INC #INC48943150

3. resolved Mar 14, 2026, 07:42 PM UTC

   3-14-2026 there was a critical connectivity issue affecting transactions routed to Prime Therapeutics / Magellan. The issue is resulted in connection‑to‑payer errors and preventing successful claim processing for impacted plans. Optum teams engaged with Prime and connectivity is restored on 3-14-2026 at 2:10pm CST. Please resubmit any impacted claims. BIN 022659- resolved BIN 009737/ 011503- resolved BIN 002286- resolved INC #INC48943150

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Started Mar 09, 2026, 07:44 PM UTC· resolved Mar 10, 2026, 01:45 PM UTC

1. investigating Mar 09, 2026, 07:44 PM UTC

   Recast Claim Formatter performed an infrastructure change over the weekend which involved recreating a virtual machine that changed its private IP address which then prevented the firewall access as it was originally opened only previous private ip address. We are currently in the process of resolving this issue, opening the firewall and performing a rolling restart. Some of you may not be experiencing any issues while others are. #INC48839327

2. identified Mar 09, 2026, 08:20 PM UTC

   The call has moved to reconvene to perform the required firewall updates to restore service. Further updates will be shared once the call resumes at 10:15 PM EST. #INC48839327

3. monitoring Mar 10, 2026, 02:35 AM UTC

   We are currently implementing the planned changes identified during the war room. The team is actively monitoring the process, and updates will be shared as progress continues. #INC48839327

4. monitoring Mar 10, 2026, 05:25 AM UTC

   The call has been moved to 09:30 AM CT as the current activity is still in progress and needs more time. The team will confirm the application status once it is completed. #INC48839327

5. resolved Mar 10, 2026, 01:45 PM UTC

   Recast Claim Formatter services are restored to full activity. #INC48839327

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Started Mar 07, 2026, 07:07 PM UTC· resolved Mar 08, 2026, 02:26 AM UTC

1. investigating Mar 07, 2026, 07:07 PM UTC

   We are facing issues with traffic routed through wso2. Any services leveraged through this will be impacted. We are actively investigating the problem and will provide updates as more information becomes available. Services impacted: WSO2 Services #INC48815572

2. identified Mar 07, 2026, 08:07 PM UTC

   We are seeing alleviation with traffic routed through WSO2. You should now be able to search prescribers, perform DEA validation, and leverage any APIs that go through WSO2. We will continue to monitor performance with will provide updates accordingly. Services impacted: WSO2 Services; Central Prescriber, DEA Validation, APIs #INC48815572

3. identified Mar 07, 2026, 09:21 PM UTC

   We are seeing alleviation with traffic routed through WSO2. You should now be able to search prescribers, perform DEA validation, and leverage any APIs that go through WSO2. we're working with a customer facing issues on their end. We will continue to monitor performance with will provide updates accordingly. Services impacted: WSO2 Services; Central Prescriber, DEA Validation, APIs #INC48815572

4. identified Mar 07, 2026, 11:35 PM UTC

   We are seeing alleviation with traffic routed through WSO2. You should now be able to search prescribers, perform DEA validation, and leverage any APIs that go through WSO2. we're working with a customer facing issues on their end. We will continue to monitor performance with will provide updates accordingly. Services impacted: WSO2 Services; Central Prescriber, DEA Validation, APIs #INC48815572

5. identified Mar 08, 2026, 12:39 AM UTC

   We are seeing alleviation with traffic routed through WSO2. You should now be able to search prescribers, perform DEA validation, and leverage any APIs that go through WSO2. We will continue to monitor performance and provides next update at 20:45:00 CT. #INC48815572

6. resolved Mar 08, 2026, 02:26 AM UTC

   We restarted WSO2 to clear out failed connections and monitored performance while working with customers. #INC48815572

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Started Mar 06, 2026, 04:04 PM UTC· resolved Mar 06, 2026, 04:16 PM UTC

1. investigating Mar 06, 2026, 04:04 PM UTC

   We are currently investigating an issue impacting InterQual Connect customers using prod.ds.interqual.com or prod2.ds.interqual.com, where users are receiving blank screen or error when they launch InterQual. Our team is actively working to identify and resolve the problem. We will provide additional information as our investigation progresses. Current Status: We are currently investigating this issue. Additional information will be provided as we make progress towards a resolution. #INC48798457

2. resolved Mar 06, 2026, 04:16 PM UTC

   The issue that was preventing users from accessing InterQual has been resolved. If you are still experiencing issues, please clear your browser cache and try again. If the issue persists, please contact Product Support. #INC48798457

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