Changes / Smartsheet / Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"
Smartsheet: Major incident: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"
Summary
Brandfolder reported a major incident affecting SendGrid invitations and notifications; customers could also see “Your account was frozen due to unpaid invoices.” The incident ran from 2025-10-27 12:51 UTC to 2025-10-27 14:56 UTC (2 h 5 min). Smartsheet attributed email delays to a third-party email processing disruption and reported implementing a fix.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 86%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"
Before: not present
After: major
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After: postmortem
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After: 2025-10-27 12:51 UTC
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After: 2025-10-27 14:56 UTC
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After: Asset Upload, Asset Upload - SFTP, Brandguide, Content Automation APIs, Content Automation Integrations, Content Automation Platform, Content Automation Rendering Services, Content Automation Templating, Core Application, Digital Asset Management (Brandfolder) - Asset Upload, Digital Asset Management (Brandfolder) - Asset Upload - SFTP, Digital Asset Management (Brandfolder) - Brandguide, Digital Asset Management (Brandfolder) - Content Automation APIs, Digital Asset Management (Brandfolder) - Content Automation Integrations, Digital Asset Management (Brandfolder) - Content Automation Platform, Digital Asset Management (Brandfolder) - Content Automation Rendering Services, Digital Asset Management (Brandfolder) - Content Automation Templating, Digital Asset Management (Brandfolder) - Core Application, Digital Asset Management (Brandfolder) - Insights, Digital Asset Management (Brandfolder) - Integrations, Digital Asset Management (Brandfolder) - SmartCDN, Digital Asset Management (Brandfolder) - Smartsheet Brandfolder Integration, Insights, Integrations, SmartCDN, Smartsheet Brandfolder Integration
Before: not present
After: We’re investigating reports of customers experiencing issues with emails sent through SendGrid, including invitations and notifications. Customers may also see an on-screen message stating: “Your account was frozen due to unpaid invoices.”
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After: The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.
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After: This incident has been resolved.
Before: not present
After: Starting at approximately 4:41 AM PT on October 27, 2025, some Brandfolder customers experienced intermittent delays in receiving system-generated email notifications, including invitations and notifications, due to a disruption with our third-party email processing provider.
During this period, emails may not have been delivered immediately. The issue was quickly identified and resolved, and all services were confirmed fully operational by 6:13 AM PT. Any delayed messages are being delivered, and we do not expect further impact.
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: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices" (this change) Brandfolder reported a major incident affecting SendGrid invitations and notifications; customers could also see “Your account was frozen due to unpaid invoices.” The incident ran from 2025-10-27 12:51 UTC to 2025-10-27 14:56 UTC (2 h 5 min). Smartsheet attributed email delays to a third-party email processing disruption and reported implementing a fix. | Major incident |
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