Builder Prime had 16 outages in the last 2 years totaling 38h 10m of downtime — averaging 0.7 incidents per month.
There were 16 Builder Prime outages since September 15, 2025 totaling 38h 10m of downtime. Each is summarised below — incident details, duration, and resolution information.
QuickBooks Online is experiencing an incident that is resulting in API timeout errors.
This incident has been resolved.
Our service provider that handles image and PDF rendering is experiencing service degradation that is caused by a Google Cloud incident reported and tracked here: https://status.cloud.google.com/incidents/J5ia5t9p3g9Q5Wi7r8Ev We are looking at potential mitigations, particularly as it relates to being able to generate and execute contracts where the PDF rendering is failing as a result of this.
We've put a mitigation in place to allow contracts to generate and be sent for e-signature. The PDF previews may not render on your screen, and images may not be included in the PDFs themselves. We are closely monitoring this Google Cloud incident and considering other mitigations that we are able to make.
PDF rendering is happening on screen, but it is delayed. Our service provider is working on redirecting traffic to mitigate the Google issue.
Rendering delays appear to be improving. Once reendering is fast enough, we will remove the mitigations that suppress images in the PDFs.
The rendering appears to be operating quickly enough now that the mitigation suppressing images from PDFs has been removed. As long as rendering continues to function normally, this issue is resolved. We are continuing to monitor closely to make sure it continues working as expected as well as watching for updates from upstream services.
Everything looks to be back to normal. We are resolving this incident and will continue to keep a close watch for any further issues.
When navigating between different time periods on the production calendar, only projects in the recently loaded time period are being displayed while navigating back to a previous period is causing the projects from the previously loaded time period not to be displayed. Refreshing the page will always show all the projects in the loaded time frame. We've identified the cause of the issue and are working on a fix.
This is now resolved. Refresh the screen to load the latest update.
Our email service provider is reporting some email sending delays. We are keeping a close watch on this and will switch to our backup provider if necessary.
This incident has been resolved.
We are working on this now and we believe we should have this resolved shortly, but will post back here soon with more updates.
Performance and error rates appear to have returned back to normal, but we are keeping a close watch on this.
This is now resolved and we will be investigating the root cause to prevent further recurrence.
We are currently experiencing an issue with our upstream email service provider where emails are sending slowly or failing to send. We are working with our provider to identify the problem, understand timeline for resolution, and consider workarounds that we have control over.
We have switched to our backup email provider. Outbound emails will be sent from the mail.builderprime.com domain. All replies will work as expected.
This incident has been resolved.
We are investigating degraded performance from our e-signature provider. We will update once we've identified the issue.
The issue is impacting only sending new documents for signature. Existing documents previously sent for esignature appear to be working normally. We are working directly with our service provider to identify the issue.
We've failed over to our backup service provider so that new documents can still be sent for signature. In the meantime, our primary service provider has confirmed they found the issue and are working on resolving it now. Once we confirm it is resolved, we will switch back to our primary service.
This incident has been resolved.
We are currently experiencing degraded performance with our Outlook integration.
Microsoft is currently experiencing Outlook issues that are affecting our integration. We are tracking their progress and will provide updates as they become available.
This incident has been resolved.
We are currently investigating why payments are being presented as disconnected.
This incident has been resolved.
We have intermittent reports of issues loading the signatures window. We have reached out to the service provider and are working towards a resolution for those users.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Transactions are currently being impacted by a downstream outage in our payments provider's tokenization process. You will likely see payments declined and error messages regarding payments until the Cloudflare outage is resolved. We are closely monitoring the situation and will promptly notify you once transaction operations are back to normal.
Downstream processes have been restored, and any transaction that may have declined will need to be reattempted.
This incident has been resolved.
We're getting reports of errors when attempting to e-sign contracts in the system. We are currently investigating and following up with our service provider. It seems to be sporadic for now, so we suggest to keep trying periodically while we work to get it back to 100%.
We continue to investigate, but have a potential workaround. The error presents itself as the session being expired within the e-sign window. It seems there may have been a change recently with our provider that requires 3rd party cookies to be enabled. Typically 3rd party cookies are disabled by default in private or incognito browsers. It is possible some users may have this disabled in their browsers using normal browsing sessions as well. If the browser settings are updated to allow 3rd party cookies on the site, the e-sign flow will work as normal.
We are still awaiting an update from our service provider. In order to work around this issue, make sure the browser has 3rd party cookies enabled. The default setting in most browsers is for this to be enabled, but if not, enabling that settings resolves this. Additionally, the in-person signature flow can work around the issue, as well as using Firefox browser.
The service provider has fixed the issue.
We are currently investigating issues preventing new logins to the application
This has now been resolved and was unrelated to last night's maintenance.
We are currently investigating an issue regarding syncing emails via the Outlook integration. We will update here shortly when we have found the solution.
This incident has been resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.