Capture - Delayed processing of incoming emails

Update timeline

1. investigating Apr 07, 2026, 06:55 AM UTC

   We are currently experiencing an issue affecting the processing of a subset of incoming emails in Capture, causing some invoices to be delayed or not appear in the inbox. Our team is actively investigating.

2. identified Apr 07, 2026, 10:00 AM UTC

   We have identified a faulty infrastructure component responsible for the integration with our mail service. We have reported the issue to our cloud provider support and are actively working on restoring it to operation.

3. identified Apr 07, 2026, 10:36 AM UTC

   We have started observing the issue in the US region as well.

4. identified Apr 07, 2026, 11:48 AM UTC

   We have implemented an alternative connection to our mail service, bypassing the faulty component. Processing of the backlog of stuck emails has started. In parallel, we are continuing to work on restoring the faulty component to full operation.

5. identified Apr 07, 2026, 12:03 PM UTC

   Capture alias management functionality is currently not working, as it depends on the same faulty component.

6. identified Apr 07, 2026, 08:50 PM UTC

   We have identified the root cause of the issue. A change rolled out by our cloud provider affected the integration with our mail service, causing the processing disruption. As a workaround, we have implemented an alternative connection path and incoming email processing has been restored. However, the Capture email alias management functionality remains unavailable as it depends on the same affected component. We are working on a permanent fix and will provide a further update once it is restored.

7. identified Apr 08, 2026, 02:02 PM UTC

   Incoming email processing has remained stable since the workaround was applied. We are continuing to work on restoring the email alias management functionality. A permanent fix requires an update from our mail service provider, and we are in contact with their support to expedite this.

8. identified Apr 09, 2026, 04:32 AM UTC

   The workaround solution implemented for incoming email processing experienced an unexpected failure overnight. It has been restarted and is now operational. Processing of the backlog of affected invoices is currently underway. We apologize for the additional disruption and continue to work on a permanent fix with our mail service provider.

9. identified Apr 09, 2026, 05:39 AM UTC

   The backlog of affected invoices has been fully processed. Incoming email processing remains operational and we are continuing to monitor the situation.

10. identified Apr 09, 2026, 03:22 PM UTC

    We have partially restored the email alias management functionality. However, alias creations triggered by users require manual intervention by our support team and can take up to 24 hours to propagate.

11. identified Apr 10, 2026, 02:43 PM UTC

    Incoming email processing remains stable. We are continuing to work on fully restoring the email alias management functionality in cooperation with our mail service provider's support team.

12. monitoring Apr 13, 2026, 10:21 PM UTC

    A permanent fix has been applied. Capture alias management has been restored to normal operation. We are currently monitoring system stability.

13. resolved Apr 14, 2026, 08:27 AM UTC

    This incident has been resolved.

14. postmortem Apr 14, 2026, 02:35 PM UTC

    ## What happened On 2026-04-07, a change rolled out by our email infrastructure provider caused the Capture service to be unable to reliably connect to its mail integration service. This affected incoming email processing and the management of Capture email aliases \(process addresses\) in both the European and US regions. The issue was detected by our operations team in the morning of 2026-04-07, and a status page incident was opened at 06:55 UTC. A temporary workaround was applied on the same day at 11:48 UTC, which restored email processing. A permanent fix — migrating to a more resilient authentication method — was deployed on 2026-04-13 and confirmed fully operational by 2026-04-14 08:27 UTC. ## Customer impact * Incoming email processing experienced delays starting 2026-04-07. Email processing was restored via workaround at ~11:48 UTC on the same day, with a brief interruption overnight on 2026-04-09 that was resolved by 05:39 UTC. * Email alias \(process address\) management was unavailable from 2026-04-07 12:03 UTC. New alias creation required manual support intervention until 2026-04-09 15:22 UTC, and was fully self-service again from 2026-04-13 22:15 UTC. * All emails submitted during the incident were retained and processed — no data was lost. ## Root cause Our email integration service relies on a cloud provider-supplied component to authenticate and communicate with the underlying mail service. On 2026-04-07, our cloud provider rolled out a security enforcement change that triggered a compatibility issue in that component, causing authentication to fail and requests to the mail service to be rejected. The root cause was a defect in the provider-supplied component, confirmed by the provider's support team. We resolved the incident by migrating our mail service integration to a different, more resilient authentication method that is not subject to this issue.