Builder Prime had 14 outages in the last 2 years totaling 25h 17m of downtime — averaging 0.6 incidents per month.
There were 14 Builder Prime outages since August 19, 2025 totaling 25h 17m of downtime. Each is summarised below — incident details, duration, and resolution information.
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.
We are currently investigating an issue with automations not triggering.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.