# Pendo: Major incident: Possible issues with Pendo customers receiving Pendo emails

**Summary:** Pendo reported a major email outage: some users did not receive invitation/password reset emails, or Pendo emails were marked as Spam. It started 2024-03-07 20:59 UTC and was marked resolved 2024-03-12 13:22 UTC, lasting 4 days 16 h. Pendo advised customers’ IT teams to whitelist Pendo emails and linked sign-in troubleshooting guidance. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-03-07 20:59 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/j1ptmnctcmw6](https://stspg.io/j1ptmnctcmw6)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/gjfzxzmwt8tl@9cad5a3118f1
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Possible issues with Pendo customers receiving Pendo emails
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-03-07 20:59 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-03-12 13:22 UTC
```

**6. Added: Affected components**

```diff
+ Other
```

**7. Added: Update** (investigating) · 2024-03-07 20:59 UTC

```diff
+ We have identified an issue where some Pendo users are not receiving invitation/password reset emails or emails from Pendo are being marked as Spam. To mitigate, your IT team will need to go into your email providers' security setting to whitelist emails from Pendo. Please open a Support ticket if you are experiencing issues with email communication and need further assistance.
```

**8. Added: Update** (investigating) · 2024-03-07 20:59 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (resolved) · 2024-03-12 13:22 UTC

```diff
+ This incident has been identified. More information on how to mitigate can be found here: https://support.pendo.io/hc/en-us/articles/8173942769947-Troubleshoot-sign-in-issues
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-03-07 20:59 UTC | Major incident: Possible issues with Pendo customers receiving Pendo emails (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i6da3397cb44879 · Markdown: https://rewindex.com/change/i6da3397cb44879.md · JSON: https://rewindex.com/api/v1/changes/i6da3397cb44879 · Generated 2026-10-18T02:31:24.527Z