Voyado Incident History

1. postmortemSep 8 · 12:19 UTC

   ## Summary Between the late evening of Thursday 20 August and approximately 17:15 CEST on Friday 21 August 2026, a subset of emails sent from Voyado Engage were not delivered to recipients. This was not a complete sending outage. Within affected sendouts, some emails were delivered as expected while others were not sent. The issue occurred when batches of emails were passed from Voyado Engage to our email delivery provider. As no error was recorded, the issue was not detected by our automated monitoring and took longer than expected to identify. The issue was mitigated on Friday afternoon and has not recurred since. ## Customer impact Affected customers may have seen some recipients in sendouts or automations reported with an **unknown delivery status**. Emails with this status during the affected period were not delivered. The impact varied between sendouts. In affected cases, 30–50% of recipients did not receive the email, although in some cases the proportion was higher. Both Send-outs and Classic email were affected. Automated and transactional communication, such as order confirmations and gift card emails, may also have been impacted. Affected emails were not resent automatically. Customers who still need to reach these recipients should resend the communication manually. Statistics and reporting were otherwise unaffected, and no customer data was lost or exposed. ## Root Cause Some batches of emails were lost between Voyado Engage and our email delivery provider. Our systems recorded the batches as successfully submitted, while the provider confirmed they were never received. We have not yet established a definitive root cause. Our investigation has ruled out recent application changes, our messaging and statistics infrastructure, and a general outage at our delivery provider. Current findings indicate that the issue was related to the infrastructure responsible for sending email requests to the provider. ## Mitigation We mitigated the issue by restarting and redeploying the affected email services on Friday 21 August at approximately 17:15 CEST. No further impact was observed after this point. We continued monitoring throughout the weekend before marking the incident as resolved. ## Next steps We have added more detailed logging for communication with our email delivery provider and improved monitoring so that partial delivery failures can be detected earlier. We are continuing our investigation together with our delivery provider and infrastructure teams to establish the definitive root cause and will update this report if further relevant findings emerge. We apologise for the disruption and the impact this had on your communication with your customers.

Reported by Voyado on their status page.

1. resolvedSep 7 · 06:40 UTC

   The email delivery issues affecting Microsoft Exchange Online on Friday have been resolved later that evening. Microsoft identified the cause as an incorrectly triggered anti-spam throttling rule, and they have confirmed that delivery has returned to normal levels. Emails affected during the incident may have remained in “Unknown” status in Engage until Microsoft processed the queued messages. More information is available in the Microsoft 365 Service Health portal under incident EX1467029. Note: Microsoft 365 administrator access is required.

Reported by Voyado on their status page.

1. postmortemSep 3 · 07:42 UTC

   # **Incident report** ## **Summary** On September 1, an issue with an underlying service used by Voyado caused parts of the platform to stop working as expected. The issue affected Abandoned Cart, the Revenue Overview Dashboard, new Analytics reports, and the Automation Overview Dashboard for all tenants using these features. We identified the cause and implemented a fix that restored the affected functionality. ## **Customer impact** During the incident, customers using the affected features experienced errors or were unable to access the expected information. The following features were affected: * Abandoned Cart * Revenue Overview Dashboard * New Analytics reports * Automation Overview Dashboard No customer data was lost, modified, or exposed as a result of the incident. ## **Root Cause** The incident was caused by a change made to an underlying service that Voyado uses to retrieve information for these features. The change altered what information was available to Voyado. This prevented the affected features from retrieving the information they needed to operate correctly. ## **Mitigation** Once we identified the cause, we adjusted our service to work with the change and restored the affected functionality. We also added safeguards to better handle this type of situation should it occur again. ## **Next steps** We are reviewing how we use the underlying service to make the affected functionality less sensitive to similar changes in the future. We are also improving our monitoring so that failures affecting these features can be detected and addressed more quickly.

Reported by Voyado on their status page.