Builder Prime Outage History

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 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 are currently experiencing degraded performance with our Outlook integration.

We are currently investigating why payments are being presented as disconnected.

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.

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.

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 currently investigating issues preventing new logins to the application

We are currently investigating an issue regarding syncing emails via the Outlook integration. We will update here shortly when we have found the solution.

We are currently investigating this issue.

We are currently investigating this issue.

We are currently investigating an issue with automations not triggering.

We are experiencing an outage. We are working to restore service as soon as possible.

We are experiencing disruption with our integration with ProVia. We are in active contact with their support to resolve the issue.

Our e-signature service provider has reported slowness and disruptions in their service. We are working to obtain an update on the service's status and fully restore it as soon as possible.

Our service provider has updated us that they are actively working to resolve the issue and expect to be down for several hours. We are also evaluating alternative service options. Until then, we recommend downloading your documents and sending them to customers using another e-signature tool.

We are seeing elevated errors when processing ACH payments in Builder Prime. We have escalated with our payments partners and are closely monitoring the situation.

We're seeing issues with authentication and logging in

We are currently tracking the issues in region US-4 here: https://status.auth0.com/ Users who are already logged in are not affected, but new attempts to login are mostly failing. We are looking for workarounds.

Our email provider has been experiencing increased latency. A fix was deployed to reduce latency and timeouts for unhealthy API instances, and we are continuing to monitor it while it recovers.

There is a global payments outage that is having impact on Builder Prime and our payments partners. Some payments are going through, but others are failing. We've been informed that this is being worked on and hope to have this fully restored ASAP.

We are experiencing issues with our e-signature service provider at the moment. We are working to obtain an update on the service's status and fully restore it as soon as possible.

We are currently investigating this issue.

We are currently investigating this issue.