# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2025-10-27 12:51 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/xjzs23y82n14](https://stspg.io/xjzs23y82n14)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/l2kxhv6fdkgr@e257c416237f
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-10-27 12:51 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-10-27 14:56 UTC
```

**6. Added: Affected components**

```diff
+ 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
```

**7. Added: Update** (investigating) · 2025-10-27 12:51 UTC

```diff
+ 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.”
```

**8. Added: Update** (monitoring) · 2025-10-27 13:14 UTC

```diff
+ The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.
```

**9. Added: Update** (resolved) · 2025-10-27 14:56 UTC

```diff
+ This incident has been resolved.
```

**10. Added: Update** (postmortem) · 2025-10-29 11:14 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-10-27 12:51 UTC | Major incident: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices" (this change) | degradation |

All Smartsheet changes: [timeline](https://rewindex.com/company/smartsheet/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._


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Canonical: https://rewindex.com/change/i8b3d4668292f6d · Markdown: https://rewindex.com/change/i8b3d4668292f6d.md · JSON: https://rewindex.com/api/v1/changes/i8b3d4668292f6d · Generated 2026-10-18T02:31:42.360Z