KnowBe4 incident
PAB sending a Non-Delivery Report after an Email is Reported (US Only)
KnowBe4 experienced a minor incident on August 18, 2026 affecting Phish Alert Button, lasting 5h 44m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 18, 2026, 02:29 PM UTC
We are investigating an issue causing a Non-Delivery Report (NDR) to be returned when a message is reported via the Phish Alert Button and "Send Us a Copy" is enabled in Account Settings
- monitoring Aug 18, 2026, 03:26 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Aug 18, 2026, 08:14 PM UTC
This incident has been resolved.
- postmortem Sep 30, 2026, 08:06 PM UTC
On Tuesday, August 18, 2026, from approximately 14:10 to 14:55 \(UTC\), customers using the Phish Alert Button \(PAB\) with the **Send Us a Copy** feature enabled received non-delivery reports for the **Send Us a Copy** mailbox. This issue was caused by a configuration change to the shared email routing infrastructure. This change renamed a messaging component used by both our staging and production environments. Because a production rule depended on this shared component, the rename caused delivery failures to the **Send Us a Copy** mailbox and triggered non-delivery reports. To resolve this issue, our team updated the affected configuration to reference the correct component, and the **Send Us a Copy** feature returned to normal performance by 14:55 \(UTC\). To prevent this type of issue in the future, we are separating email routing configurations for our staging and production environments. We are also reconciling legacy configurations into our current infrastructure management standards. No data loss occurred as a result of this issue.