Polly Incident History

All contactforms, data forms sends and password reset emails are fully operational again. We will keep monitoring today for any regression. Regarding the rejected emails: we have sent emails to those for which we could identify the original sender. We were unable to retrieve the original message bodies, so we couldn't resend the emails themselves. Instead, we asked the original senders to resend their message, which had failed to be delivered due to a technical issue.

Our primairy email processor is still blocked. We have now implemented a secondary processor and are re-enabling helpcenter webforms in batches while monitoring the results. We expect all helpcenters to be operational again in the coming hours. We will keep monitoring the situation and will also come up with a plan to contact all senders who send rejected emails through the helpcenters.

One of our email systems has been blocked. We are working on several angles to get the email traffic flowing again.

We are investigating a disruption to email delivery. Notifications and account emails may be delayed or undelivered. We will provide an update as soon as we have more information.

Some users on our EU platform experienced intermittent errors and slow responses on 28 July. A combination of factors caused a loop where a server instance got overloaded by a background process in a short time span and got replaced, after which the same process overloaded the new instance. Because there are always multiple instances running at the same time, some users experienced issues while others were still able to use the application. We have reallocated resources and made changes to our processes to prevent this scenario from happening again. The platform has been stable since. We apologise for the disruption.

We have addressed the issue. Service should be restoring. We will monitor the systems to make sure everything is running correctly.

The App in the EU region is experiencing a degraded performance. The issue is being investigated.