Trustpilot incident
Delays sending review invitation emails using a custom template
Trustpilot experienced a major incident on September 5, 2024 affecting custom template, lasting 1d 17h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 05, 2024, 02:50 PM UTC
We are currently Investigating a service disruption for the sending of review invitations using a custom template.
- investigating Sep 05, 2024, 02:54 PM UTC
We are continuing to investigate this issue.
- identified Sep 05, 2024, 03:00 PM UTC
The issue has been identified and a fix is being implemented.
- identified Sep 05, 2024, 07:01 PM UTC
We are continuing to work on a fix for this issue.
- identified Sep 05, 2024, 10:44 PM UTC
We are continuing to work on a fix for this issue.
- identified Sep 06, 2024, 07:00 AM UTC
We are continuing to work on a fix for this issue. We appreciate your patience.
- monitoring Sep 06, 2024, 10:45 AM UTC
We have implemented a partial fix and all emails are being successfully sent. Note that our test invitation feature will be disabled while our systems clear the backlog of queued emails to be sent. We appreciate your patience.
- monitoring Sep 07, 2024, 07:08 AM UTC
The backlog of queued emails has been cleared, the test invitation feature remains disabled at this time. We appreciate your patience.
- resolved Sep 07, 2024, 08:02 AM UTC
The test invitation feature has been re-enabled and all platform features are fully operational. We appreciate your patience.