[RESOLVED] Problems loading inbox

Update timeline

1. investigating Jul 22, 2026, 01:47 PM UTC

   We are investigating an issue with loading leading the inbox in the web and mobile apps.

2. monitoring Jul 22, 2026, 01:59 PM UTC

   We noticed loading issues starting around 13:34 UTC. We identified the issue and implemented a fix. We are seeing the system recover and will continue to monitor to ensure that the system is stable.

3. resolved Jul 22, 2026, 05:35 PM UTC

   Users may have experienced problems loading the inbox in a 15 minute window starting around 13:34 UTC. We identified the issue and implemented a fix. The system is now stable, and this issue is resolved.

4. postmortem Jul 22, 2026, 07:33 PM UTC

   Some areas of the Spruce application were inaccessible across desktop, web, iOS, and Android from 6:34 AM PT to 6:50 AM PT on July 22, 2026, due to an infrastructure issue. ‌ User Impact during this time: * The Spruce inbox was unavailable to patients and providers. * Bulk messages and saved messages were unavailable for providers. * Inbound calls were not affected. * Inbound SMS messages, emails, and faxes were successfully delivered to the Spruce inbox during this time. ‌ We are working to determine the root cause of the service issue and exploring ways to prevent similar incidents in the future.