Resolved -
This incident is now resolved. The 3rd party responsible for sending SMS messages have restored their services. We can see it is now working correctly.
We apologise for any inconvenience caused and thank you for your patience.
Nov 11, 09:40 AEDT
Update -
Our third-party SMS provider has implemented mitigation and remediation measures, which have restored the majority of outgoing SMS deliveries. As a result, we have re-enabled multi-factor authentication (MFA) for Helix to allow secure logins.
However, we are still observing issues with incoming SMS responses from patients, such as appointment confirmations, which are not being sent back to Helix from the SMS provider.
We are actively monitoring the situation and will provide further updates as soon as this is fully resolved. Thank you for your patience.
Nov 8, 09:56 AEDT
Update -
We are currently encountering a partial disruption in our SMS services due to an issue with our third-party provider. This affects the delivery of outgoing SMS messages, including 2-factor authentication code messages from Helix, MD Clinical, and Smart products, which may not reach users.
As soon as the 3rd party has resolved the issue on their side, SMS services will continue working and we'll enable MFA for Helix.
Nov 7, 11:09 AEDT
Monitoring -
We are currently experiencing a partial outage with Helix. It is related to not being able to login via SMS multi factor authentication. We have identified that the SMS multi factor authentication issue is related to the 3rd party SMS provider.
In the meantime, we have turned this functionality off to ensure that users can login without any issues.
If you are still presented with a MFA screen when logging in, please clear your cache or use a private browser and you will be able to proceed without providing SMS authentication.
As soon as the 3rd party has resolved the issue on their side, we will re-enable SMS multi factor authentication.
Nov 7, 09:50 AEDT