Investigating Outbound Emails Stuck in Sending

Update timeline

1. investigating May 14, 2025, 07:36 PM UTC

   Gladly is investigating an issue with one of our email partners where outbound emails are stuck in sending. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified May 14, 2025, 07:57 PM UTC

   Gladly has identified an intermittent issue with outbound Email delivery, due to an issue with our Email Partner's configurations. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. identified May 14, 2025, 08:28 PM UTC

   We continue to work with our partner on the intermittent outbound email issues. We will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. identified May 14, 2025, 09:03 PM UTC

   Thank you for your patience as we continue to work with our Email partner while they update their platform. We will continue to update every hour or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

5. monitoring May 14, 2025, 09:47 PM UTC

   Our partner has deployed a fix for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

6. resolved May 14, 2025, 10:30 PM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.