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Customer Support Hours
Monday–Friday: 7 AM – 8 PM ET
Phone: (800) 964-1729
We sincerely apologize for the recent issues some customers have experienced with their Procare ledgers. We understand this has caused significant frustration and inconvenience, and we want to be transparent about what happened and how we are making it right.
A Message from Our Chief Customer Officer - Sam Loveland
"I'm the new Chief Customer Officer at Procare Solutions, and I want to sincerely apologize for the recent issues that have impacted some of our customers. To those affected, we are taking this matter seriously, and do not underestimate the impact this has had on your business. We are committed to resolving your issues as quickly as possible.” |
Sam Loveland - Chief Customer Officer |
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What Happened
We identified a technical issue that caused discrepancies in customer ledgers. We take full responsibility for this disruption. Our teams have resolved the majority of the issues and are actively working to resolve all issues. We also understand that correcting customers’ impacted ledger entries is now a top priority.
Completed and Future Updates
We've also successfully deployed several critical updates over the past few weeks, with more planned.
Update November 7: We released an update to version 2025.16 on November 6 that addressed several intermittent issues that were identified earlier this week. Please see the November Reconciliation Updates to review affected items and current issues.
Update October 28: We released an update to version 2025.14.1 over the weekend, which resolves two issues: one where certain POS transactions didn’t post to ledgers, and another where customers with multiple payor profiles or numerous parent accounts encountered errors when running batches.
Update October 22: Following the release of version 2025.14.1, we’ve identified a few intermittent issues that may impact payment posting and ledger accuracy. Our team is actively investigating and addressing these scenarios.
To review the affected items and recommended actions, please see the full update here.
Update October 21: We released version 2025.14.1. Please restart Procare to apply the update. If an error is encountered during batch submission that results in payments not posting to the ledger and deposit reports not generating, restart Procare and then open the Process Tuition Express again to repair the records. If you are unable to cancel the batch, please contact support.
Update October 9: We’ve identified and resolved several technical issues that affected how some payments were recorded in ledgers. Learn more about the recent October reconciliation process updates here.
Completed Update
Introduced True Up, an automated reconciliation process to correct payment discrepancies. It finds and corrects discrepancies without affecting ledger integrity, and payment profile errors have dropped significantly. In some instances, True Up may have corrected issues that were previously adjusted manually, but this occurs less frequently as manual corrections are no longer needed.
Completed Update
Enhanced failed transaction visibility and resolved payment profile processing issues related to missing default payment methods. Starting on October 9, failed transactions, due to validation errors, now appear as voids, not $0, clarifying that the transaction did not process. Declined payments from financial institutions continue to post as reversing entries with automatic surcharge voiding, matching the Returns and Declines workflow you're already familiar with.
Future Update
This update addresses several current defects plus advance payment security and PCI compliance while introducing additional profile management improvements. The release will be deployed gradually to ensure stability.
Items include fixes for recurring payment link functionality, wallet management issues, batch processing improvements, and enhanced error messaging. We're also implementing custom metrics for improved monitoring capabilities and response times.
Key enhancements include expanded wallet management capabilities, additional payment validation improvements, and continued refinements to reconciliation processes.
Completed Update
We’ve resolved an issue in the true-up process that was causing multiple $0, Decline, or Void entries to post to the ledger for a payment. In addition, recurring payment request forms for ACH-only centers will now remain usable even if ‘Card’ is mistakenly selected, preventing disruptions in form handling.
We also addressed an intermittent error that occasionally occurred when opening the TE report from the Pay Recon Tool, ensuring smoother access moving forward.
October 27: An issue has been resolved that previously caused errors when running batches for with multiple payor profiles (high volume of parent accounts with saved payment methods).
October 25: An issue has been resolved where some POS transactions were not posting to ledgers as expected.
Fixed an issue where accounts with a negative balance were displaying the minimum transaction amount in POS instead of the actual account balance.
Resolved an issue with recurring payments where fields would disappear when a card input error would display.
Resolved an issue where the Standard Customer Statement Report would exclude accounts without payment activity within the defined window.
Fixed an issue where payments failed to post when a declined payment was recorded first, resulting in discrepancies in ledger balances.
Fixed an issue where surcharges would post more than once. We have a dedicated plan to ensure affected ledgers are accurately corrected.
Communication – we have communicated to all impacted customers their impacted transactions, steps to reconcile their ledger as well as an option to set up an appointment to get one-on-one support.
Dedicated Specialist Team: A dedicated team has been formed to work with affected customers, providing one-on-one support to update their ledger entries.
Self-Service Options: For those who prefer to manage the process themselves, we provided curated, self-guided correction paths complete with detailed support articles to guide them through the necessary steps.
Thank You for Your Partnership
We deeply appreciate your patience and your continued partnership with Procare Solutions. We understand that we have a responsibility to earn back your confidence, and we are dedicated to providing the reliable service you expect from us.