Delayed or failed reply sending on US instances

Update timeline

1. identified Oct 14, 2026, 02:30 AM UTC

   We’re aware that some customers hosted in our US region recently experienced intermittent failures when sending replies, updating conversations, and submitting Help Center requests, along with delays to email and other notifications. Our infrastructure team has mitigated the underlying issue and is working on a permanent fix. A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.

2. monitoring Oct 14, 2026, 02:41 AM UTC

   Our infrastructure team has resolved the issue, and we don’t expect customers to experience further reply-sending failures. We’re closely monitoring the situation. Please contact Support through the usual channels if you continue to encounter problems.

3. monitoring Oct 14, 2026, 03:11 PM UTC

   Reply sending on US instances has been working normally since 02:43 UTC on October 14, and we continue to monitor. Replies that failed to send during the incident are not retried automatically; please resend any reply marked as failed. If you still see send failures, contact Support through the usual channels.

4. resolved Oct 15, 2026, 02:02 AM UTC

   No further occurrences of the issue have been observed since the fix was implemented over 24 hours ago. The issue is considered resolved, and we are closing this incident. If you experience any further issues, please contact Support through the usual channels.