Issue with outgoing emails

Update timeline

1. investigating Mar 19, 2024, 09:10 AM UTC

   We are currently experiencing a issue with outgoing emails pertaining to custom mail server. We have the right stakeholders on deck to have this addressed. Updates to follow.

2. investigating Mar 19, 2024, 02:16 PM UTC

   Our engineers are diligently working to identify the issue and will provide updates shortly. Thank you for your patience.

3. investigating Mar 19, 2024, 03:08 PM UTC

   Our engineers have identified that the issue lies with the customer who is utilizing custom mailbox services hosted on Google and is experiencing authentication problems. Our team is actively debugging the situation, and we will provide further updates as we progress. Thank you for your patience and understanding.

4. investigating Mar 19, 2024, 04:19 PM UTC

   Our engineering team is collaborating with the Google team to pinpoint the underlying cause of the issue. We will provide further updates as soon as they become available. Thank you for your patience.

5. investigating Mar 19, 2024, 06:10 PM UTC

   We are actively collaborating with the Google support team to address the ongoing issue with our custom mailbox on their service. Please be assured that we will keep you updated as soon as we have any developments.

6. in progress Mar 19, 2024, 07:54 PM UTC

   Our collaboration with the Google support team to resolve the issue with our custom mailbox on their service is ongoing. Rest assured, we are working diligently to address the issue. We will provide the next update once we have an update from the Google support team. Thank you for your patience and understanding. We will continue to keep you updated as soon as there are any further developments.

7. in progress Mar 19, 2024, 09:10 PM UTC

   We are currently in a live session with the Google team to address the issue with our custom mailbox. We are actively working to resolve the issue and will keep you updated on any further developments. Thank you for your patience and understanding

8. investigating Mar 20, 2024, 02:05 AM UTC

   We are experiencing issues while reauthorising or switching to Custom mail server for Outgoing with SSL in Gmail based servers. This is affecting accounts that are switching from default server back to custom mail server (for outgoing) and will not affect cases that have not switched post the temporary fix done at our end. We are actively collaborating with the Google support team to address this. More updates to follow

9. investigating Mar 20, 2024, 07:40 AM UTC

   Our team is actively collaborating with Google support to resolve this. Will keep you posted. Thank you for your patience

10. resolved Mar 20, 2024, 09:00 AM UTC

    The fix has been deployed, and all services are currently operating without any issues