S2 - SiQ - Delayed or Missing Verification Emails and Password Reset Notifications

Update timeline

1. investigating Apr 02, 2026, 10:20 PM UTC

   We are currently investigating an issue where some customers may not receive verification codes or password reset emails when accessing the SiQ mobile app or resetting their password. Our email provider confirms that these messages are being successfully delivered; however, in some cases, emails may be filtered by spam or junk folders before reaching your inbox. Our teams are actively working with our email provider to resolve this issue as quickly as possible. We apologize for the inconvenience and appreciate your patience. Our next update will be provided 2:15 AM UTC

2. investigating Apr 03, 2026, 01:44 AM UTC

   Investigation continues throughout the evening where some customers may not receive verification codes or password reset emails when accessing the SiQ mobile app or resetting their password. Our teams are actively working with our email provider to resolve this issue as quickly as possible. We apologize for the inconvenience and appreciate your patience.

3. monitoring Apr 03, 2026, 02:55 AM UTC

   We have implemented a solution for the issue affecting Delayed or Missing Verification Emails and Password Reset Notifications and are currently monitoring the situation to ensure stability and performance. Our support team is overseeing the process to confirm that the issue has been fully resolved.

4. monitoring Apr 03, 2026, 02:55 AM UTC

   We are continuing to monitor for any further issues.

5. monitoring Apr 03, 2026, 08:15 PM UTC

   We have implemented mitigation steps and are continuing to closely monitor the system to ensure verification emails and password reset notifications are being delivered successfully.

6. resolved Apr 06, 2026, 10:08 AM UTC

   The issue has now been resolved and services are operating as expected. Verification emails and password reset notifications are being delivered successfully following the implemented fixes. If you continue to experience any issues, please reach out via your existing case or raise a new one, and our team will assist you on priority. We sincerely appreciate your patience and understanding while we worked to restore normal operations. Thank you for your continued trust and partnership.

7. postmortem Apr 17, 2026, 08:22 PM UTC

   **SpaceIQ by Eptura detailed Root Cause Analysis | 4/2/2026** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** On April 2, 2026, some users experienced issues receiving authentication-related emails, including password reset links and mobile access codes for the SiQ platform. This primarily affected mobile users and non-SSO users attempting to access SiQ through a web browser. We recognize the frustration this may have caused for those impacted and appreciate users’ patience as access was disrupted. **Type of Event:** Intermittent Outage **Services/Modules impacted:** Production **Timeline \(UTC\):** April 2 - Early afternoon: Email delivery issues began. 10:15 PM: Customers were notified via the status page that engineering was investigating. April 3 - 2:19 AM: Engineering resolved the issue and restored email delivery. April 3–5: Continued monitoring confirmed successful delivery of emails. April 6 at 10:08 AM: Incident marked as fully resolved. **Total Duration of Event:** 3 Days, 16 hours **Root Cause** The issue was caused by an email authentication configuration error within our email delivery service, which prevented verification and password reset emails from being delivered successfully. **Remediation** Our engineering team revalidated and corrected the email domain configuration, restoring normal email delivery. **Preventative Action** Thank you for your continued support and understanding while we worked to resolve this issue.