iGO and DocFast - eSignature Emails Not Delivering to Gmail.com Domain

Update timeline

1. identified Dec 04, 2025, 11:39 PM UTC

   We have received reports from customers that email signatures are not being delivered when using Gmail as the email provider. We identified that our emails are being blocked by Gmail, and we have opened a ticket with Google to assist with resolving this issue. In the meantime, our support teams have implemented a workaround to assist users who inquire about delayed eSignature emails. Additional updates will be communicated as made available. -iPipeine Support

2. identified Dec 05, 2025, 03:08 PM UTC

   We are continuing to experience issues with emails sent from iGO to GMAIL.com email addresses. iPipeline continues to engage with Google support in order to work to resolve the issue. Additional updates will be communicated at 12 pm EST. - Ipipeline Support

3. identified Dec 05, 2025, 03:26 PM UTC

   We have identified that only a subset of emails is being rejected by Google. The affected messages are those missing a required header. Our team is actively investigating the cause and working to ensure all emails are delivered successfully. Additional updates will be communicated at 12 pm EST.

4. identified Dec 05, 2025, 05:17 PM UTC

   We are continuing to investigate this issue while we await Google’s response regarding the ongoing blocking of our emails and whether adjustments can be made on their end. We have also identified that additional domains may be affected, particularly those using Gmail as a mail relay. Clients who support their customers through the Admin Tool can copy and manually send the signature link to impacted users. We will continue working toward a resolution and will provide further updates around 2 PM . - iPipeline Support

5. identified Dec 05, 2025, 07:08 PM UTC

   We continue to investigate this issue and have identified that approximately 60% of emails are being successfully delivered. Our investigation is now focused on understanding the characteristics of the emails that are being blocked. We will share further updates as more information becomes available. - iPipeline Support

6. identified Dec 05, 2025, 09:32 PM UTC

   We continue working with the relevant vendors on mitigations to this problem, which impacts a subset of emails sent only to gmail addresses. In the mean time, we are also supporting our customers and users with a number of work arounds applicable to their specific configuration and situation to ensure continued processing of business. We will share further updates as more information becomes available. - iPipeline Support

7. identified Dec 06, 2025, 12:00 AM UTC

   We have identified iCloud.com as an additional domain that is being partially blocked as part of the current incident. We continue to work on mitigation. Additional updates will be communicated as new information becomes available. -iPipeine Support

8. identified Dec 06, 2025, 03:25 PM UTC

   We have developed and tested a technical solution which alleviates the issues we have been having with some of the emails going to gmail and iCloud. As we apply this fix, the outbound emails will be paused an queued for 30 minutes. Once the fix is implemented, we will monitor to ensure that all queued emails are successfully processed. We will provide another update in an hour. -iPipeline Support Team

9. identified Dec 06, 2025, 04:32 PM UTC

   We have implemented a change to address the email delivery issue and are now seeing significant improvement in email delivery. Our team continues to investigate and work toward fully resolving the issue. We will post another update within the hour -iPipeine Support

10. monitoring Dec 06, 2025, 05:43 PM UTC

    We continue to see emails being delivered successfully to end users, and the team continues to actively monitor the system. -iPipeine Support

11. resolved Dec 07, 2025, 01:23 AM UTC

    Email delivery has fully returned to normal operations, and messages are being delivered successfully. The issue has been resolved, and we will continue to monitor the system to ensure ongoing stability. - iPipeline Support