Autopay & Payment Method Disruption

Update timeline

1. investigating May 11, 2026, 02:52 PM UTC

   We are currently investigating an issue impacting autopay payments and payment methods on file in Procare Online. Some users have reported that scheduled autopay payments are either not processing as expected or are being pulled from a different payment method on file. If an autopay transaction does not process as expected, payment may need to be collected manually while the issue is under investigation. Our team is actively investigating and will provide updates as more information becomes available.

2. identified May 11, 2026, 05:40 PM UTC

   Update - We have identified the issue impacting autopay processing and payment methods on file in Procare Online and are currently testing a fix. At this time, some users may still experience scheduled autopay payments not processing as expected or being pulled from a different payment method on file. For payments missed during this issue window, centers may either collect payment manually using the “Receive Payment” option or allow the balance to be collected during the next autopay cycle. We will continue to provide updates as additional information becomes available.

3. resolved May 11, 2026, 08:04 PM UTC

   The issue impacting autopay processing and payment methods on file in Procare Online has been resolved. Autopay is now functioning as expected. We appreciate your patience while our team worked to address this. For payments missed during this issue window, centers may either collect payment manually using the "Receive Payment" option or allow the balance to be collected during the next scheduled autopay cycle. If a manual payment was collected that covered the full balance, autopay will skip that family at the next cycle. If only a partial payment was made, autopay will collect only the remaining amount owed.