[Email Classic] [German System] – WebApp sending of emails and test emails is not working

Update timeline

1. investigating Sep 23, 2025, 01:54 PM UTC

   We have received reports that sending emails and test emails via the WebApp is currently not working for customers using Email Classic on the German system (prod/de). Our teams are investigating the behavior and will work to resolve this as quickly as possible. 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 this may cause. If you have any questions regarding this topic, please reach out to our support at [email protected].

2. identified Sep 24, 2025, 08:24 AM UTC

   We have identified the cause of the issue preventing emails and test emails from being sent via the WebApp in Email Classic on the German system. Email sending is currently blocked due to a restriction from our external email provider. We’ve already reached out to their support and provided the necessary information. We’re now waiting for them to review our case and restore email sending. We will continue to share updates as soon as we receive more information. If you have any questions, please feel free to reach out to our support team at [email protected].

3. monitoring Sep 24, 2025, 09:28 AM UTC

   Email sending via the Email Classic WebApp has been re-enabled for the EU region. Sending from the WebApp should now work again as expected. Please note: There is an automatic retry mechanism in place that will attempt to resend any emails that originally failed within the last 800 minutes. If an email was queued for sending more than 800 minutes ago, it will not be resent automatically and needs to be sent again. We will continue to monitor the situation to ensure everything remains stable. If you have any questions, please contact our support at [email protected].

4. resolved Sep 24, 2025, 02:29 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!

5. postmortem Oct 24, 2025, 02:46 PM UTC

   **Summary** On September 23, 2025, between 15:30 and September 24, 11:00 \(CEST\), email sending through the Staffbase Email Classic WebApp was temporarily unavailable for customers in the EU region. The issue was resolved, and email functionality has been fully restored. **What Happened** A large number of emails sent to invalid recipients triggered a sending block by our email service provider. This led to a temporary pause in all outgoing emails from the Staffbase Email Classic WebApp within the EU environment. Once the root cause was identified, sending access was restored in coordination with the provider. **Impact** Between the afternoon of September 23 and the morning of September 24, 2025, customers using the Staffbase Email Classic WebApp in the EU region were unable to send emails. No emails were lost during this time, but all outgoing messages were temporarily blocked. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that no more outages will occur due to potential misconfigurations. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [[email protected]](mailto:[email protected]).