Email deliverability issues

Update timeline

1. identified Mar 27, 2026, 05:17 PM UTC

   Status: Identified Our engineering team has identified an issue with our mail service provider that is causing some emails to appear as sent in Pylon but not successfully deliver. We have escalated this with our vendor and are working towards a resolution. We apologize for any impact this is having on your operations and we will post additional updates here as soon as we have more information. Affected components Chat & Messaging (Degraded performance)

2. monitoring Mar 28, 2026, 12:55 AM UTC

   Status: Monitoring Our engineering team has rolled out a change to mitigate this behavior and allows for all emails to again reliably send from Pylon. We are still waiting for confirmation from our vendor that the underlying cause on their end has been fixed before calling this fully resolved. We will post an additional update here once that is confirmed. We appreciate your patience while we were working on a fix, please reach out to Pylon support with any questions. Affected components Chat & Messaging (Operational)

3. resolved Mar 30, 2026, 07:50 PM UTC

   Status: Resolved We have received confirmation from our mail service provider that the underlying issue has been fixed on their end as well and this is now fully resolved going forward. We apologize for any impact this had on your operations, please reach out to Pylon support with any additional questions. Affected components Chat & Messaging (Operational)