PandaDoc: Email delivery issues

Impact: majorStatus: resolvedStarted 2024-10-30 12:23 UTCResolved 2024-10-31 20:49 UTC (32 h)4 updatesSource: stspg.io

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.

Machine-written from the archived incident (Sol). Check the timeline before relying on it.

Affected components: Sending documentsUS & Global - Sending and opening documentsEU - Sending and opening documentsSending documents

Timeline of updates

identified2024-10-30 12:23 UTC
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.
monitoring2024-10-31 18:08 UTC
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.
monitoring2024-10-31 18:11 UTC
We are continuing to monitor for any further issues.
resolved2024-10-31 20:49 UTC
This incident has been resolved.

Rewindex changes for this incident

Major incident: Email delivery issues 2024-10-30 12:23 UTC

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). PandaDoc profile · Recent PandaDoc incidents · Markdown · JSON