Procare Solutions Internal Ideas Portal
Myprocare.com regularly has issues with user logins and Hold That Pose errors related to invalid cookies. This is a frequent cause of Support calls and leads to a poor customer experience, especially because the service is primarily used by Parents who are not technical.
It was recently discovered through work done by the Payments team that it is possible to force cookie refreshing from the server side. Implementing this in myprocare.com would lead to a greater user experience for our customers and their customers.
Preferably, this cache busting/cookie cycling could be forced at regular intervals, such as 12:00am PT nightly. However, at the very least, forcing a cache refresh post-release is essential to ensure that all users are operating on the latest code.
| Product Area | Parent Engagement |
| Are customers at risk of leaving Procare without this item? | No |
| Are customers going to competitors for this item? | No |
The issue with login is that if Myprocare isn't logged out of before the tab is closed, it can cause cookie corruption that causes login issues the next time the site is accessed. This is a fairly frequent support call, but we do not work with parents directly, so we have to advise the center to tell their parents to clear their cache and cookies to resolve login problems.
Parents use this excuse to avoid payments, which may inflate the issue, but is a common point of contention.
Payments called it 'cache-busting' in a SCW incident, where they released an update and forced the cache to update server-side to ensure all centers were updated automatically. I don't have specifics as to what they did, but we could reach out to them for more details if needed.
Questions from dev team.
What is the issue with the login? When are they usually seeing this?
What is the solution that payments came up with?
If we have time, let's talk about this one during the weekly bug meeting.
Bringing to the devs to look at lift