Resolved -
The email provider's corporate account experienced a temporary access block, affecting the delivery of login emails, reports, and system notifications. We have implemented the changes requested by the provider and are configuring additional safeguards for other platform features, as well as setting up preventive alerts to ensure a rapid response should the issue recur. We are implementing a new configuration to restructure workflows, ensuring that any email delivery inconsistencies do not impact or compromise other system functions. Preventive alert rules have been established to immediately notify the technical team if this behavior recurs with the provider. Communication channels and technical investigations involving both the provider and internal teams remain active to ensure the situation is fully and permanently stabilized. To resolve the incident, we carried out the adjustments and configurations required to unblock and restore the corporate account. This included unblocking and validating essential system emails, reports, and portal emails, as well as reconfiguring email integration routes passing through the gateway to ensure smooth traffic flow without affecting other platform features. We also monitored environment testing and confirmed that email receipt had returned to normal for affected customers. Next steps: An internal meeting will be held tomorrow among the responsible teams to evaluate and define the next steps for resuming email services, ensuring a safe and controlled reactivation.
Aug 20, 19:38 GMT-03:00
Update -
The email communication and dispatch service experienced a temporary access block, affecting all dependent features such as login emails, reports, and notifications. We have implemented the changes requested by the provider and are currently applying additional configurations to safeguard other platform features, as well as setting up proactive alerts to ensure a rapid response should the issue recur. We are currently implementing a new configuration to restructure workflows, ensuring that inconsistencies in email delivery do not impact or disrupt other system functions. We have established proactive alert rules to immediately notify the technical team of any recurrence of this behavior on the provider's end. Communication and technical investigation channels with the provider and internal teams remain active to ensure complete and permanent stabilization. We are currently finalizing isolation configurations to protect other application routes and features. We are also configuring and validating predictive monitoring alerts to mitigate future incidents and continuing the technical investigation in collaboration with the provider's team. The next update is scheduled for 30 minutes from now, or as soon as new information becomes available.
Aug 20, 16:55 GMT-03:00
Monitoring -
The email communication and dispatch service experienced a temporary access block, affecting all dependent functionalities such as login emails, reports, and notifications. We are actively investigating the situation and working to restore the service. The provider's support team has provided specific instructions and requirements to resolve the account status. Our technical team has prioritized implementing the requested changes to expedite service restoration. Efforts are focused on the rapid and secure reactivation of the affected email workflows. We are currently applying the configurations and adjustments recommended by the provider. Validation tests will be conducted once the changes are implemented in the environment, alongside real-time coordination with support for final approval and unblocking. We have already enabled certain configurations and are currently validating the situation through environment testing. Some unblocking actions have already been completed, and some clients have confirmed successful email delivery. We are awaiting feedback from other clients to confirm the normalization of specific services and finalize validation of the reported issue. The next update is scheduled for 30 minutes from now, or as soon as new information becomes available.
Aug 20, 15:29 GMT-03:00
Identified -
The email communication and dispatch service experienced a temporary access block, affecting all dependent functionalities such as login emails, reports, and notifications. We are actively investigating the situation and working to restore the service. The provider's support team has responded with specific instructions and requirements to resolve the account status. Our technical team has already begun implementing the requested changes as a top priority to expedite service restoration. Efforts are focused on the rapid and secure reactivation of the affected email workflows. We are currently applying the configurations and adjustments recommended by the provider. Validation tests will be conducted once the changes are implemented in the environment, alongside real-time coordination with support for final approval and unblocking. We have already released some configurations and are currently validating the situation through environment testing.
Aug 20, 15:09 GMT-03:00
Update -
Our email communication and dispatch service experienced a temporary access block, affecting all dependent functionalities such as login emails, reports, and notifications. We are actively investigating the situation and working to restore the service. The provider's support team has provided specific instructions and requirements to resolve the account status. Our technical team has already begun implementing the requested changes as a top priority to expedite service restoration. Efforts are focused on the rapid and secure reactivation of the affected email workflows; we are currently applying the configurations and adjustments recommended by the provider. Validation tests will be conducted once the changes are implemented in the environment, alongside real-time coordination with support for final approval and unblocking. The next update is expected in 30 minutes or as soon as we have further news.
Aug 20, 13:54 GMT-03:00
Update -
The communications and email dispatch service experienced a temporary access block, affecting all dependent functionalities such as login emails, reports, and notifications. We are actively investigating the situation and working to restore the service. Our engineering team has conducted a deeper root-cause analysis with the provider's technical support, more precisely identifying the factors that led to the outage. We have implemented the necessary technical adjustments and validations within the environment to expedite account unblocking and resume email dispatch. We remain in direct contact with support and escalation channels to ensure the restoration of the service is treated as a top priority. Current actions include executing and validating the unblocking procedures recommended by the provider's technical team, as well as proactively monitoring email queues and application dispatch routes. We are maintaining real-time coordination with the provider until operations return to normal. The next update is scheduled for 30 minutes from now, or sooner if new information becomes available.
Aug 20, 12:30 GMT-03:00
Update -
The communications and email dispatch service experienced a temporary access block, affecting all dependent functionalities such as login emails, reports, and notifications. We are actively investigating the situation and working to restore the service. The engineering team has conducted an in-depth analysis of integration logs, volume metrics, and sending events leading up to the incident, providing new technical data to the provider. We are maintaining active communication and constant coordination with the provider's specialized support team, which is conducting a technical audit of account settings, operational limits, and reputation in order to unblock the environment. Alongside technical investigations, we continue to press for critical-priority handling within the partner's management structure. Telemetry data and internal diagnostics are currently being transmitted continuously as requested by the provider's engineering team. We continue to monitor the status of message queues and integration infrastructure in real time, while also mapping out and proactively evaluating technical mitigation alternatives. The next update is scheduled for 30 minutes from now, or as soon as new information becomes available.
Aug 20, 11:50 GMT-03:00
Update -
The communications and email dispatch service experienced a temporary access block, affecting all dependent functionalities such as login emails, reports, and notifications. We are actively investigating the situation and working to restore the service. We continue to investigate the causes of the outage in coordination with the service provider's support team and are analyzing our internal environments. We remain in direct contact with the service provider, insisting on top priority for the resolution of the support ticket. We are also pursuing business contacts and channels to expedite a resolution at the executive level. Technical investigation and close monitoring of the ticket with the service provider are currently ongoing. Additionally, we are identifying contacts for immediate commercial escalation. The next update is expected in 30 minutes or as soon as we have new information.
Aug 20, 11:22 GMT-03:00
Investigating -
We have identified a widespread issue affecting email sending and receiving on the platform. This impacts all functions dependent on this service, including login/authentication emails, report generation, notifications, and other system alerts. We have currently mobilized the technical team to assess the situation and have begun investigating the environment's logs. The next update is expected in 30 minutes or as soon as we have further information.
Aug 20, 09:50 GMT-03:00