Changes / PandaDoc / Email delivery issues
PandaDoc: Major incident: Email delivery issues
Summary
PandaDoc reported a major email-delivery incident affecting EU and US & Global document sending/opening from 2024-10-30 12:23 UTC to 2024-10-31 20:49 UTC, lasting 32 h 26 min. Fraudulent signups triggered Spamhaus phishing flags, blocklisting an email domain and IP ranges; some emails went to spam or quarantine. PandaDoc implemented mitigation measures, suggested link/SMS alternatives, and marked the incident resolved.
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Major incidentLabel: security (model (Jev), 64%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Email delivery issues
Before: not present
After: major
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After: resolved
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After: 2024-10-30 12:23 UTC
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After: 2024-10-31 20:49 UTC
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After: EU - Sending and opening documents, Sending documents, US & Global - Sending and opening documents
Before: not present
After: PandaDoc has experienced a coordinated fraudulent account signup activity that has temporarily affected the deliverability of some of our email services. We have implemented measures to resolve the incident and are introducing further product enhancements to prevent a similar issue in the future.
If your email delivery is affected, you can temporarily use a share via link or the SMS sending option. If you are still experiencing email issues with your PandaDoc account, please contact our support team for further assistance.
Before: not present
After: We wanted to keep you in the loop on an issue we’ve been dealing with recently. Some customers might have noticed that PandaDoc emails weren’t always getting through, ending up in spam or being quarantined by certain email providers.
Here’s what happened: a few accounts triggered phishing flags with some filters (specifically Spamhaus), which put one of our email domains and IP ranges on a block list. This caused emails from PandaDoc to be flagged as spam by some providers.
We’ve got backup domains and IPs and have already started moving customers over, but some of you may still have seen delayed or missing emails from us in the last couple of days. The good news is that we’ve worked with our email provider and spam filters to sort this out, and we’re delisted from the block list. Right now, we’re just waiting for everything to update across all email providers fully, but everything should be normal for everyone.
You don’t need to do anything on your end — keep using PandaDoc as usual, and your emails should go through without a hitch. If there were any docs you sent that didn’t get delivered, feel free to resend or send a reminder.
We’re also putting together a full report on what happened and what we’re doing to keep this from happening in the future.
Before: not present
After: We are continuing to monitor for any further issues.
Before: not present
After: This incident has been resolved.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Email delivery issues (this change) PandaDoc reported a major email-delivery incident affecting EU and US & Global document sending/opening from 2024-10-30 12:23 UTC to 2024-10-31 20:49 UTC, lasting 32 h 26 min. Fraudulent signups triggered Spamhaus phishing flags, blocklisting an email domain and IP ranges; some emails went to spam or quarantine. PandaDoc implemented mitigation measures, suggested link/SMS alternatives, and marked the incident resolved. | Major incident |