Pylon Outage History

Started Apr 08, 2026, 04:28 PM UTC· resolved Apr 09, 2026, 01:36 AM UTC

1. identified Apr 08, 2026, 04:28 PM UTC

   Our team has identified an issue with our mail service provider causing delays in receiving some inbound email messages and are working with them towards a resolution. We apologize for any impact this may have on your operations, we will post updates here as soon as they are available. Please reach out to Pylon support with any questions.

2. identified Apr 08, 2026, 08:13 PM UTC

   Our engineering team is continuing to investigate this issue and it appears to be related to a Gmail incident: https://www.google.com/appsstatus/dashboard/incidents/224ozRqzW4sFBDK8hLnT beginning at 6:30 am PDT. The Gmail team is working on mitigation steps but does not have an expected ETA for a fix at this time. We will post further updates here as soon as they are available.

3. monitoring Apr 08, 2026, 11:38 PM UTC

   Google has announced that they have mitigated and resolved the incident: https://www.google.com/appsstatus/dashboard/incidents/224ozRqzW4sFBDK8hLnT causing delays in sending and receiving messages. We are currently seeing emails that were impacted by the delay hitting our servers successfully. We will continue monitoring our mail servers until we are satisfied that all emails are coming in in real time once again. We appreciate your patience while this was ongoing and sincerely apologize for any impact this had on your operations. Please reach out to Pylon support with any questions.

4. resolved Apr 09, 2026, 01:36 AM UTC

   Our team has been closely monitoring our inbound mail server since Google resolved their incident and have confirmed messages are again consistently arriving in real time. We are considering this resolved - thank you for your patience while this was ongoing and please reach out to Pylon support with any questions.

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Started Apr 03, 2026, 07:54 PM UTC· resolved Apr 07, 2026, 10:49 PM UTC

1. identified Apr 03, 2026, 07:54 PM UTC

   Our engineering team has identified an issue causing a delay in data availability in Analytics and is working on a fix. We apologize for any impact this is having on your operations and will post updates here as soon as they are available. Please reach out to Pylon support with any questions.

2. identified Apr 07, 2026, 04:44 PM UTC

   Our engineering team is continuing to actively work towards a resolution with our vendor. We understand the impact this may have on your operations and apologize for the continued delay in data availability, we do not anticipate any data loss as a result. We will post updates here as soon as they are available, please reach out to Pylon support with any questions.

3. resolved Apr 07, 2026, 10:49 PM UTC

   Our engineering team has rolled out a fix for the underlying issue and recent analytics data should again be displaying as expected. We appreciate your patience while we worked to address this, please reach out to Pylon support with any questions.

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Started Mar 27, 2026, 05:17 PM UTC· resolved Mar 30, 2026, 07:50 PM UTC

1. identified Mar 27, 2026, 05:17 PM UTC

   Our engineering team has identified an issue with our mail service provider that is causing some emails to appear as sent in Pylon but not successfully deliver. We have escalated this with our vendor and are working towards a resolution. We apologize for any impact this is having on your operations and we will post additional updates here as soon as we have more information.

2. monitoring Mar 28, 2026, 12:55 AM UTC

   Our engineering team has rolled out a change to mitigate this behavior and allows for all emails to again reliably send from Pylon. We are still waiting for confirmation from our vendor that the underlying cause on their end has been fixed before calling this fully resolved. We will post an additional update here once that is confirmed. We appreciate your patience while we were working on a fix, please reach out to Pylon support with any questions.

3. resolved Mar 30, 2026, 07:50 PM UTC

   We have received confirmation from our mail service provider that the underlying issue has been fixed on their end as well and this is now fully resolved going forward. We apologize for any impact this had on your operations, please reach out to Pylon support with any additional questions.

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Started Mar 23, 2026, 08:07 PM UTC· resolved Mar 23, 2026, 08:22 PM UTC

1. investigating Mar 23, 2026, 08:07 PM UTC

   Our engineering team is investigating an issue causing errors when logging in to the Customer Portal. We apologize for any impact this is having on your operation and will post updates here as soon as they are available.

2. monitoring Mar 23, 2026, 08:11 PM UTC

   Our engineering team has rolled out a fix and we are monitoring. We will post another update once we have confirmed this is fully resolved. We apologize for any impact this had on your operation, please reach out to Pylon support with any questions.

3. resolved Mar 23, 2026, 08:22 PM UTC

   Our team has confirmed this is now fully resolved. We apologize for any impact this had on your operation, please reach out to Pylon support with any questions.

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Started Mar 13, 2026, 01:49 PM UTC· resolved Mar 13, 2026, 04:55 PM UTC

1. investigating Mar 13, 2026, 01:49 PM UTC

   Our engineering team is currently investigating reports of some users who are unable to login using Slack.

2. identified Mar 13, 2026, 02:39 PM UTC

   Our engineers have identified the issue as a Slack authentication issue originating on the Slack side and have escalated this to the Slack team.

3. monitoring Mar 13, 2026, 04:25 PM UTC

   We are starting to see successful logins using Slack. Our team will continue to monitor the behavior moving forward.

4. resolved Mar 13, 2026, 04:55 PM UTC

   Users should now be able to login with Slack without issue. Slack confirmed a fix and we have verified with reported users. Thank you for your patience!

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Started Feb 25, 2026, 04:19 AM UTC· resolved Feb 25, 2026, 05:42 AM UTC

1. identified Feb 25, 2026, 04:19 AM UTC

   Our engineering team has identified an issue preventing pages on app.usepylon.com from loading for some organizations and we are actively working on a fix. We apologize for any impact on your organization, we will post updates here as soon as they are available.

2. monitoring Feb 25, 2026, 04:53 AM UTC

   Our engineering team has rolled out a fix for the platform loading issues and we are monitoring. We are also working on additional remediation steps before this is fully resolved. We will post an update here as soon as it is available. Please reach out to Pylon support with any questions.

3. resolved Feb 25, 2026, 05:42 AM UTC

   Our engineering team has confirmed that this is fully resolved and all functionality has been restored. We apologize for any impact this had on your operation, please reach out to Pylon support with any questions.

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Started Feb 19, 2026, 02:05 AM UTC· resolved Feb 19, 2026, 02:05 AM UTC

1. resolved Feb 19, 2026, 02:05 AM UTC

   Our engineering team has rolled out a fix for an issue causing loading errors in the platform between 5:55p and 6:05p Pacific time. We apologize for any impact this had on your operations, please reach out to Pylon support with any questions.

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Started Feb 10, 2026, 09:37 PM UTC· resolved Feb 10, 2026, 10:30 PM UTC

1. investigating Feb 10, 2026, 09:37 PM UTC

   Our engineering team is investigating an issue causing intermittent loading problems with the chat widget, we will post updates here as soon as they are available. Please reach out to Pylon support with any questions.

2. identified Feb 10, 2026, 09:51 PM UTC

   Our engineering team has identified the underlying cause and is working on a fix. We'll continue to post updates here as they become available. We apologize for any impact this is having on your operation, please reach out to Pylon support with any questions.

3. monitoring Feb 10, 2026, 09:58 PM UTC

   The upstream issue has been resolved and we are monitoring. We will post another update once we have confirmed this is fully resolved. Please reach out to Pylon support with any questions.

4. resolved Feb 10, 2026, 10:30 PM UTC

   This issue has been fully resolved, we apologize for any impact this had on your operations and please reach out to Pylon support with any additional questions.

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Started Feb 02, 2026, 02:54 PM UTC· resolved Feb 10, 2026, 10:35 PM UTC

1. investigating Feb 02, 2026, 02:54 PM UTC

   We are aware of an issue with a delay in Analytics data showing on dashboards and are actively investigating.

2. identified Feb 02, 2026, 06:43 PM UTC

   We have identified the underlying issue causing analytics delays and are working towards a fix. We apologize for any impact this is having on your operation and we will post updates as soon as they are available. Please reach out to Pylon support with any questions.

3. monitoring Feb 03, 2026, 06:56 PM UTC

   Our engineering team has rolled out a fix for this, up to date data is now showing in Analytics and we are continuing to monitor. We will post an update here once we have confirmed this is fully resolved. We apologize for any impact this had on your operations, please reach out to Pylon support with any questions.

4. resolved Feb 10, 2026, 10:35 PM UTC

   Overall analytics functionality had been restored as of February 3rd, our engineering team also rolled out a long term fix this week and confirmed that this is now fully resolved. We apologize for any impact this had on your operations, please reach out to Pylon support with any questions.

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Started Jan 29, 2026, 11:58 PM UTC· resolved Jan 30, 2026, 01:00 AM UTC

1. investigating Jan 29, 2026, 11:58 PM UTC

   Our engineering team is investigating an issue causing degraded performance and errors with some AI features in Pylon. We will post updates as soon as they become available, please reach out to Pylon support with any questions.

2. monitoring Jan 30, 2026, 12:12 AM UTC

   Our engineering team has identified the upstream issue. We are seeing our systems recover and are continuing to monitor. We will post another update once we have confirmed this is fully resolved. We apologize for any impact this has had on your operation, please reach out to Pylon support with any questions.

3. resolved Jan 30, 2026, 01:00 AM UTC

   This issue has been fully resolved and all AI features are again fully operational. We apologize for any impact this had on your operation, please reach out to Pylon support with any questions.

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Started Jan 21, 2026, 07:37 PM UTC· resolved Jan 22, 2026, 12:03 AM UTC

No vendor updates were posted for this incident.

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Started Jan 21, 2026, 02:13 AM UTC· resolved Jan 21, 2026, 03:31 AM UTC

No vendor updates were posted for this incident.

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Started Jan 13, 2026, 09:19 PM UTC· resolved Apr 09, 2026, 07:01 PM UTC

1. investigating Jan 13, 2026, 09:19 PM UTC

   Our engineering team is investigating an issue causing messages sent from Pylon to not sync to Microsoft Teams Shared channels. Messages sent to Standard Microsoft Teams channels are syncing correctly. We will post updates here as soon as we have more information. We apologize for any impact this is having on your operations, please reach out to Pylon support with any questions.

2. identified Jan 14, 2026, 06:18 PM UTC

   We are currently experiencing an issue where messages are unable to be sent to Microsoft Teams shared channels. Standard Teams channels and group chats remain unaffected. Our investigation indicates this issue stems from a change on Microsoft's side - no changes were made to our code or configuration prior to the incident. We have opened a support case with Microsoft and escalated to expedite resolution. Unfortunately, there is no workaround available at this time, as shared channels are fully impacted. We will provide updates as we learn more from Microsoft, we apologize for any impact this is having on your operations.

3. identified Jan 17, 2026, 02:35 AM UTC

   Our team has identified a breaking change to bot permissions made by Microsoft which prevents bot messages from sending to Shared and Private Microsoft Teams channels. This change was rolled out without notice and is causing messages sent from Pylon or Slack to not sync to those channels in Teams. Messages sent within the Teams Shared and Private channels are still syncing to Pylon. For the time being, the recommended workaround would be for members of your organization to respond directly in the Microsoft Teams channel. Our integrations team is working with Microsoft on a path forward to restore this functionality as soon as possible. Please reach out to Pylon Support with any further questions.

4. identified Jan 27, 2026, 10:59 PM UTC

   Our team is continuously attempting to escalate this with Microsoft but are not making progress as quickly as we would like. We are continuing to pursue this path but we also started work last week on an alternative flow using Microsoft service accounts to try to unblock this as quickly as possible. We are aiming to have the first version of this new flow available by Thursday Jan 29, possibly as early as Wednesday Jan 28. If you are interested in helping us test our new workaround flow, please work with your IT team to provision a service account in your Microsoft Teams workspace, add it to your shared channels, and reach out to Pylon support for next steps. We understand the impact that this may have on your operations and are diligently working towards a solution within the new Microsoft constraints. Please reach out to Pylon support with any questions.

5. monitoring Feb 06, 2026, 07:42 PM UTC

   Our engineering team has built an alternative/fallback flow for sending replies from Pylon to Teams Shared channels that requires additional configuration from your team to enable and leverages an integration user account. We have the steps to set this up detailed in this article: https://support.usepylon.com/articles/3804655812-connecting-microsoft-teams-with-a-service-account and you should now see the additional configuration steps in your Teams integration page: https://app.usepylon.com/apps/8e33c7e9-28e9-4fd5-8e15-7ebe90ec24ae?tab=sync-settings within Pylon. Note: this is needed in addition to the existing app connection to Teams to send to Shared channels and is not a full replacement. We are still pursuing a path forward with Microsoft to address the underlying changes to bot permissions that caused this issue.

6. resolved Apr 09, 2026, 07:01 PM UTC

   The integration user: https://support.usepylon.com/articles/3804655812-connecting-microsoft-teams-with-a-service-account?lang=en flow for Microsoft Teams shared channels has been fully rolled out and we are considering this resolved. Please reach out to Pylon support with any additional questions.

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Started Jan 12, 2026, 04:29 PM UTC· resolved Jan 12, 2026, 06:15 PM UTC

No vendor updates were posted for this incident.

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Started Dec 09, 2025, 09:13 PM UTC· resolved Dec 09, 2025, 10:13 PM UTC

No vendor updates were posted for this incident.

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Started Nov 11, 2025, 02:29 PM UTC· resolved Nov 11, 2025, 03:13 PM UTC

No vendor updates were posted for this incident.

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Started Nov 10, 2025, 06:43 PM UTC· resolved Nov 10, 2025, 08:38 PM UTC

No vendor updates were posted for this incident.

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Started Nov 07, 2025, 12:35 AM UTC· resolved Nov 07, 2025, 05:15 AM UTC

No vendor updates were posted for this incident.

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Started Nov 06, 2025, 01:31 AM UTC· resolved Nov 06, 2025, 02:05 AM UTC

No vendor updates were posted for this incident.

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Started Oct 21, 2025, 08:45 PM UTC· resolved Oct 31, 2025, 04:01 PM UTC

No vendor updates were posted for this incident.

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Started Oct 20, 2025, 05:32 PM UTC· resolved Oct 21, 2025, 04:03 PM UTC

No vendor updates were posted for this incident.

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