Rivo Accounts Login Failures Due to Third-Party Email Service Outage

Update timeline

1. investigating May 19, 2025, 09:49 PM UTC

   We're observing elevated login errors affecting users on multiple shops using Rivo Accounts. This issue was traced to an interruption with our third-party email provider, Mailgun. Users attempting to log in during this window may have seen an “An error occurred during login” message.

2. resolved May 19, 2025, 09:51 PM UTC

   This incident has been resolved.

3. postmortem May 19, 2025, 10:06 PM UTC

   ### **What happened?** Between 2:25 PM and 2:50 PM PDT, some Rivo Accounts customers may have experienced errors while signing in. The error stemmed from Mailgun, our third-party transactional email provider. Mailgun experienced degraded performance tied to a datastore issue, which interrupted the communication flow for login email verification. This resulted in user-facing errors like: > “An error occurred during login. Please try again.” [_An overview of that incident from Mailgun can be seen here._](https://status.mailgun.com/incidents/tqpy8vllgtys) Rivo’s core account services remained operational, but specifically email login actions dependent on Mailgun failed intermittently. We rolled out backup authentication methods last week that will be available if a customer has troubles signing in. ### **What’s Next?** We’ve added backup services like Shop Pay login for better resiliency when a service disruption occurs.