Email Deliverability Concerns - Office 365

Update timeline

1. investigating Aug 16, 2023, 07:58 PM UTC

   Dear BrokerBay User, We wish to inform you the BrokerBay Platform is experiencing intermittent email delivery challenges to users with addresses under the Microsoft Office 365 system, such as [email protected] & [email protected] Our team is actively working to isolate the cause, identify a solution, and resolve it as quickly as possible. We will provide an update on any changes and when the issue is resolved. Please reach out to us at [email protected] with any questions. Thank you for your patience, The BrokerBay Team

2. investigating Aug 21, 2023, 06:58 PM UTC

   Dear BrokerBay User, We would like to provide you with an update regarding the issue affecting email deliverability to users with addresses under the Microsoft Office 365 system, such as [email protected] & [email protected] While our team is still actively working to isolate the cause, we’ve identified a workaround that can be implemented by an administrator of any impacted Microsoft Office 365 domain. This workaround will enable every user within that domain to receive all BrokerBay-related emails directly to their inbox through the use of an Exchange Transport Rule. For full instructions, please have the Microsoft Office 365 domain administrator reach out to us at [email protected] We will provide updates on any changes and when the issue is resolved. Thank you for your patience, The BrokerBay Team

3. identified Sep 13, 2023, 08:46 PM UTC

   Dear BrokerBay User, We would like to provide you with an update regarding the issue affecting email deliverability to users with addresses under the Microsoft Office 365 system, such as [email protected] & [email protected] Our team has made significant progress towards resolving the issue. We can now report that email providers are correctly identifying critical BrokerBay emails. This includes login resets, showing requests, appointment confirmations, time change requests, visit denials, and offers. This allows them to flow into inboxes as expected. Less-critical emails generated by the BrokerBay Platform (such as feedback requests, chat, daily recap, etc.) are still experiencing deliverability issues. We continue to work diligently toward full issue resolution. We will provide an update on any changes and when the issue is resolved. Please reach out to us at [email protected] with any questions. Thank you for your patience, The BrokerBay Team

4. resolved Oct 06, 2023, 07:15 PM UTC

   Dear BrokerBay User, We would like to provide you with an update regarding the deliverability of email notifications from the BrokerBay Platform. This issue was felt most by users with addresses under the Microsoft Office 365 system, such as [email protected] & [email protected]. We have implemented several fixes to resolve the issue. All BrokerBay Notifications, including those sent via email or SMS, are now delivering promptly and reliably to recipient inboxes. The last week of monitoring has shown that email providers are now correctly identifying ALL BrokerBay emails. This includes both critical showing-related and less-critical non-showing-related messages. This means our emails are now flowing into the inbox of the recipient, instead of their Spam/Junk or Quarantine folder. A similarly thorough audit and overhaul of our SMS notifications to support our growing user base with prompt and reliable messages was completed in August. Please reach out to us at [email protected] with any questions. Thank you, The BrokerBay Team