Investigating email sending provider @gmail.com send delays

Update timeline

1. investigating Feb 21, 2024, 05:50 PM UTC

   We are investigating reports of reduced email deliverability. We are actively investigating.

2. identified Feb 21, 2024, 06:40 PM UTC

   This incident is only impacting users with gmail.com email addresses. It appears Google is delaying emails sent to @gmail.com email addresses. We have reached out to our email sending provider (SendGrid) and Gmail to investigate an immediate and long-term solution to this issue.

3. identified Feb 21, 2024, 08:31 PM UTC

   SendGrid, our email sending provider, is continuing to investigate the delays with sending emails to @gmail.com addresses. We expect to have another update within the hour.

4. identified Feb 21, 2024, 11:14 PM UTC

   The SendGrid deliverability and engineering teams are continuing to investigate this issue. We are waiting to hear back from their team as to the root cause of this incident and will provide updates as we have them. Emails are still being delivered, though are significantly delayed (~45min). These delays appear to be caused by latency or throttling within SendGrid's email infrastructure.

5. identified Feb 22, 2024, 02:17 AM UTC

   The SendGrid team has confirmed that this issue is due to an internal throttling issue. We are still waiting on an update from the SendGrid deliverability & engineering teams on this issue. We will follow-up with updates as we have them.

6. monitoring Feb 22, 2024, 02:57 AM UTC

   SendGrid's engineering team made an internal adjustment which appears to have resulted in a significant improvement to how quickly emails are being received by @gmail.com inboxes. The SendGrid team is reporting that these issues may have been caused by the new bulk email sending rules recently rolled out by Google and Yahoo and are continuing to investigate. We will continue to monitor and are actively working with the SendGrid team to implement safeguards to prevent issues like this in the future.

7. resolved Feb 22, 2024, 09:30 AM UTC

   This incident has been resolved and email deliverability to @gmail.com addresses does not appear to be experiencing continued delays. In an abundance of caution and especially with the new Google/Yahoo bulk email sending policy changes rolled out this month, we made the decision to temporarily disable custom email sending domains to ensure the highest level of deliverability we can provide. Our success team will follow up with impacted businesses tomorrow with more details.