[Email Modern] [US System/German System] - [Issues with Email Header Image Displaying for Recipients]

Update timeline

1. investigating Feb 13, 2026, 06:56 PM UTC

   Affected feature: Email Modern Some email recipients may be experiencing an issue wherein the header image on emails sent via Email Modern are not displaying in the email as received. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at [email protected].

2. investigating Feb 13, 2026, 10:25 PM UTC

   We have found the cause of Email Header Image not displaying in the received email and are now working to put a fix in place.

3. monitoring Feb 13, 2026, 10:51 PM UTC

   We have released an update to resolve the issue and the email header images should be rendered again in the received email. We will continue to monitor the systems until we are sure the issue is fully resolved.

4. monitoring Feb 13, 2026, 10:55 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Feb 13, 2026, 11:10 PM UTC

   The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at [email protected] in case you're still having any problems. We’re happy to help!

6. postmortem Feb 19, 2026, 02:24 PM UTC

   **Postmortem** **Summary** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between **February 13, 11:15 AM CEST**, and **February 14, 08:30 AM CEST**. **What happened** A bug in our email tracking functionality caused certain images in emails to be modified incorrectly during sending. As a result, some images could not be displayed when emails were delivered to recipients. This issue only affected live email sends and did not impact test emails, which followed a different sending process. Once the issue was identified, we implemented a mitigation to ensure tracking functionality would no longer interfere with image display. A permanent fix was then deployed to fully resolve the underlying problem. **Impact** During the specified timeframe, recipients of affected emails may have experienced missing images, such as header or content images, when viewing emails. This impacted the visual presentation of emails but did not affect email delivery itself. **Future Improvements** We are implementing measures to help prevent similar incidents in the future, including: * Improving automated test coverage for email functionality * Simplifying tracking logic to reduce complexity * Enhancing monitoring and investigation capabilities ‌ We are sorry for the inconvenience this has caused. Please contact us at [**[email protected]**](mailto:[email protected]) if you have any further questions regarding this topic.