Smartsheet: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"

Impact: majorStatus: postmortemStarted 2025-10-27 12:51 UTCResolved 2025-10-27 14:56 UTC (2.1 h)4 updatesSource: stspg.io

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 archived incident (Sol). Check the timeline before relying on it.

Affected components: Digital Asset Management (Brandfolder) - IntegrationsIntegrationsContent Automation Rendering ServicesDigital Asset Management (Brandfolder) - Content Automation Rendering ServicesDigital Asset Management (Brandfolder) - SmartCDNSmartCDNCore ApplicationDigital Asset Management (Brandfolder) - Core ApplicationAsset UploadDigital Asset Management (Brandfolder) - Asset UploadDigital Asset Management (Brandfolder) - Smartsheet Brandfolder IntegrationSmartsheet Brandfolder IntegrationContent Automation IntegrationsDigital Asset Management (Brandfolder) - Content Automation IntegrationsContent Automation TemplatingDigital Asset Management (Brandfolder) - Content Automation TemplatingAsset Upload - SFTPDigital Asset Management (Brandfolder) - Asset Upload - SFTPDigital Asset Management (Brandfolder) - InsightsInsightsContent Automation APIsDigital Asset Management (Brandfolder) - Content Automation APIsContent Automation PlatformDigital Asset Management (Brandfolder) - Content Automation PlatformBrandguideDigital Asset Management (Brandfolder) - Brandguide

Timeline of updates

investigating2025-10-27 12:51 UTC
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.”
monitoring2025-10-27 13:14 UTC
The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.
resolved2025-10-27 14:56 UTC
This incident has been resolved.
postmortem2025-10-29 11:14 UTC
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.

Rewindex changes for this incident

Major incident: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices" 2025-10-27 12:51 UTC

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