On August 13th, approximately 16:45 UTC, some of our email delivery systems experienced service disruption that affected the delivery of transactional and marketing emails. This was caused by an unexpected issue during a planned system update, which resulted in delay and unconfirmed delivery for partial email. The team quickly identified the problem and took action to resolve it. We are also implementing measures to prevent a similar situation in the future.
Some emails (Transactional & Marketing) sent approximately 16:45 UTC were delayed or not delivered.
Most delayed emails have now been successfully reprocessed and sent.
A small number of emails may still be undelivered.
We advised clients to reschedule any missed campaigns to ensure their contacts receive all intended messages.
Our customer support team has been informed and provided with clear instructions to assist affected clients.
During a planned update, a configuration change unintentionally caused the deletion of key email data records. This led to the disruption in the flow of email delivery for both transactional and marketing messages.
The technical teams identified and corrected the issue within an hour, and recovery efforts were immediately initiated. However, due to system delays, not all emails could be recovered automatically.
Our engineering team:
Identify and fix the root cause of the disruption.
Reprocess the majority of delayed emails.
Provide clear guidance to clients on how to handle any undelivered messages.
Inform our support team to assist impacted clients promptly.
Update our status page to keep all clients informed.
To prevent similar issues in the future, we are:
Reviewing and improving our system update and deployment processes.
Enhancing safeguards and validation to catch similar issues earlier.
Building better tools to recover quickly from any future disruptions.
Increasing monitoring to detect delays or delivery problems sooner.
We sincerely apologize for the disruption and any inconvenience caused. Ensuring a reliable experience for our customers remains our highest priority. We are taking proactive steps to prevent recurrence and improve resilience across our systems.
Thank you for your understanding and continued trust.