--0000000000002170bc063854b055 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Team, Just an update on the cause of the issue: There was an update that was put in place over the weekend. In order to resolve the issue they needed to roll back the update, which required a bit of time. Both sites are functioning as Roxana mentioned. Please let us know if anything else comes up. Best, *Tala Barakat* Product Owner [image: TheKey] On Tue, Jun 24, 2025 at 12:40=E2=80=AFPM Roxana Cruz wrote: > You're welcome! I will let you know when Montreal is good to run as well. > > On Tue, 24 Jun at 12:39 PM , Irin Eva wrote: > Hi Roxana, > > It's working now! Thank you so much for your help today. We really > appreciate it. > > Thanks, > Irin > > On Tue, Jun 24, 2025 at 12:34=E2=80=AFPM Roxana Cruz clearcaresupport@homecareassistance.com> wrote: > >> Irin, >> >> Can you try Vancouver? >> >> >> On Tue, 24 Jun at 12:14 PM , Irin Eva wrote: >> Hi Germaine, >> >> Noted with thanks. >> >> *For All Kind of Payroll Inquiries Please Copy Canada Payroll Email >> - canadapayroll@thekey.com * >> >> Irin Nahar Eva, PCP, PLP (CPM) >> Payroll Manager - Canada >> *647-932-6409 * >> irin.eva@thekey.com >> [image: See the source image] >> >> >> On Tue, Jun 24, 2025 at 12:09=E2=80=AFPM Germaine Daniels > germaine.daniels@thekey.com> wrote: >> >>> Hi Tala and Roxana, >>> >>> Thank you for continuing to work on this issue. In the meantime, @Irin >>> Eva please proceed with running payroll for our >>> corporate employees in Montreal and Vancouver. >>> >>> I will be sending out a communication to our caregivers in Montreal and >>> Vancouver and will coordinate with @Sky Cross >>> and @Olivia Farrow for distribution. >>> >>> Thanks, >>> *Germaine Daniels* >>> Director Payroll | TheKey >>> Email: germaine.daniels@thekey.com >>> Mobile: 562.784.1800 >>> >>> >>> >>> >>> >>> On Tue, Jun 24, 2025 at 8:22=E2=80=AFAM Tala Barakat >>> wrote: >>> >>>> That's odd - I'm now receiving the same error message again. The ticke= t >>>> is escalated to tier 2. >>>> >>>> >>>> *Tala Barakat* >>>> Product Owner >>>> [image: TheKey] >>>> >>>> >>>> On Tue, Jun 24, 2025 at 11:12=E2=80=AFAM Irin Eva wrote: >>>> >>>>> Hi Tala, >>>>> >>>>> Thank you for sending the Montreal report. However, it seems that thi= s >>>>> file is also missing some employee data. Our total payroll for Montre= al >>>>> this week is $151,088, but the report only shows $34,000. >>>>> >>>>> [image: image.png] >>>>> >>>>> Thanks, >>>>> Irin >>>>> >>>>> On Tue, Jun 24, 2025 at 11:06=E2=80=AFAM Tala Barakat >>>>> wrote: >>>>> >>>>>> Hi Team, >>>>>> >>>>>> Montreal worked as well. Please see attached. >>>>>> >>>>>> >>>>>> *Tala Barakat* >>>>>> Product Owner >>>>>> [image: TheKey] >>>>>> >>>>>> >>>>>> On Tue, Jun 24, 2025 at 11:03=E2=80=AFAM Roxana Cruz >>>>> clearcaresupport@homecareassistance.com> wrote: >>>>>> >>>>>>> Same error message for Montreal - ClearCare is going to get back to >>>>>>> me, thei