Backup Radar: Subset of backup emails not being processed

Update timeline

1. investigating Nov 14, 2025, 08:24 PM UTC

   We are currently investigating reports that some emails are not being received by Backup Radar for processing. We have engaged with our email provider to diagnose the issue and will update with more information as it becomes available.

2. monitoring Nov 18, 2025, 09:51 PM UTC

   Partner Action Required: 1. Check your mail provider’s suppression or bounce lists and remove any entries for Backup Radar addresses (e.g., *@backupradar.com or *@backupradar.net). 2. Where supported, add the domains backupradar.com and backupradar.net to your mail provider’s “do not suppress” or email allowlist to prevent future auto-suppressions. 3. Once suppressions are cleared, email delivery will resume immediately. Summary: Some partners are experiencing issues where backup report emails are not being received by Backup Radar. The root cause was a Mailgun outage on November 13, which led to inbound messages being incorrectly rejected with a “550 recipient rejected” error. Mailgun Incident Details: Mailgun confirmed this issue as “Elevated inbound recipient rejected” on their status page (November 13 incident). Roughly 25% of inbound traffic in the US and 50% in the EU was affected during the below timeframes: US region: 05:14–06:41 UTC and 14:55–15:48 UTC EU region: 14:55–15:48 UTC Impact: These rejections caused some partner mail systems (such as SendGrid, SMTP2Go, and others) to automatically suppress deliveries to affected Backup Radar addresses. Any partners with suppressed addresses will continue to experience missing backups until the suppression is manually cleared. Current Status: Mailgun has resolved the underlying issue and corrected their inbound logging. Backup Radar systems are fully operational, but some partners will remain affected until suppressions are removed or allowlisting is applied.

3. resolved Nov 21, 2025, 10:07 PM UTC

   We will be closing this incident. Email delivery to Backup Radar has remained stable since Mailgun corrected the issue on November 13th. Partners who removed suppressed Backup Radar addresses and allowlisted backupradar.com and backupradar.net as per our previous instructions are seeing normal delivery again. If you continue to experience delivery issues, please don't hesitate to reach out to our support team for assistance. Thank you for your patience.