Finalsite incident

Messages Incident: Some Recipients are Mistakenly Being Suppressed with "Reason: Not Found"

Finalsite experienced a minor incident on May 30, 2025 affecting Messages XR, lasting 4d 2h. The incident has been resolved; the full update timeline is below.

Started: May 30, 2025, 06:25 PM UTC
Resolved: Jun 03, 2025, 08:30 PM UTC
Duration: 4d 2h
Detected by Pingoru: May 30, 2025, 06:25 PM UTC

Affected components

Messages XR

Update timeline

identified May 30, 2025, 06:25 PM UTC

We are receiving intermittent reports that some recipients are mistakenly being suppressed with "Reason: Not Found". We have identified the issue; it stems from a recent change from our provider. We are working diligently with our provider to resolve this issue as soon as possible. In the meantime, for any critical messages, we suggest that you first check your suppression list and look for any recipient with the "Reason: Not Found" before sending. For any recipient with the suppression "Reason: Not Found", click on the "+" on the far right side to clear that out. We apologize for any inconvenience this may be causing, and will update this status as soon as we have a resolution.
resolved Jun 03, 2025, 08:30 PM UTC

Our provider has resolved the issue that resulted in certain email recipients being suppressed. If you require any further assistance, please reach out to our Support Team.