Smartsheet incident
Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"
Resolved after 2 hours 5 minutes, affecting Smartsheet Brandfolder Integration and Core Application and 1 more, on October 27, 2025.
Starting at approximately 4:41 AM PT on October 27, 2025, some Brandfolder customers experienced intermittent delays in receiving system-generated email notifications, including invitations and notifications, due to a disruption with our third-party email processing provider. During this period, emails may not have been delivered immediately. The issue was quickly identified and resolved, and all services were confirmed fully operational by 6:13 AM PT. Any delayed messages are being delivered, and we do not expect further impact.
Affected components
Update timeline
- investigating Oct 27, 2025, 12:51 PM UTC
We’re investigating reports of customers experiencing issues with emails sent through SendGrid, including invitations and notifications. Customers may also see an on-screen message stating: “Your account was frozen due to unpaid invoices.”
- monitoring Oct 27, 2025, 01:14 PM UTC
The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.
- resolved Oct 27, 2025, 02:56 PM UTC
This incident has been resolved.
- postmortem Oct 29, 2025, 11:14 AM UTC
Starting at approximately 4:41 AM PT on October 27, 2025, some Brandfolder customers experienced intermittent delays in receiving system-generated email notifications, including invitations and notifications, due to a disruption with our third-party email processing provider. During this period, emails may not have been delivered immediately. The issue was quickly identified and resolved, and all services were confirmed fully operational by 6:13 AM PT. Any delayed messages are being delivered, and we do not expect further impact.
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