Pinpoint Incident History

1. postmortemSep 2 · 11:07 UTC

   ## **Email delivery disruption - 29 August to 1 September 2026** **What happened** Between Saturday 29 August and the afternoon of Monday 31 August, and again from 23:30 BST on Monday 31 August until 11:09 BST on Tuesday 1 September, emails sent from Pinpoint were not delivered. This affected candidate communications, notifications and other outbound email across the platform. **Cause** Both disruptions were caused by our email delivery provider, Postmark. An account restriction was applied on their side and, following its resolution, a required manual review by their team was not completed. This left the restriction in place and caused their systems to accept our emails as sent while not delivering them. No errors were returned to us, which is why the second disruption was not detected until customers reported it. Postmark has confirmed the fault was theirs, apologised, and made changes to their review process and our account settings to prevent a recurrence. No changes to Pinpoint contributed to the incident. **Resolution** On Tuesday morning our engineering team identified that the issue was upstream and restored delivery by routing all email through a new sending channel with Postmark. Delivery was confirmed working by 11:09 BST. All emails affected during the disruption have since been delivered. A small number of recipients may have received duplicate copies of some emails as a result of the recovery; we apologise for any confusion this caused. **What we're doing** * We have added the ability to switch email delivery channels immediately via configuration, so a similar provider-side issue can be worked around in minutes rather than hours. * We have expanded the notifications we receive from our provider so that account issues are visible to a wider group of our team, including out of hours. * We are adding monitoring on delivery volume so that a drop in delivered email is detected by us, independently of whether our provider reports an error. * We have formally raised the handling of this incident with Postmark and are reviewing our email delivery arrangements more broadly. We're sorry for the disruption this caused you and your candidates. If you have any questions or have identified any specific emails you believe were not delivered, please contact your Customer Success Manager or [support@pinpointhq.com](mailto:support@pinpointhq.com).

Reported by Pinpoint on their status page.