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

- Impact (vendor’s label): major
- Status: postmortem
- Started: 2025-10-27 12:51 UTC · Resolved: 2025-10-27 14:56 UTC · Duration: 2.1 h
- Updates: 4 · Affected components: Digital Asset Management (Brandfolder) - Integrations, Integrations, Content Automation Rendering Services, Digital Asset Management (Brandfolder) - Content Automation Rendering Services, Digital Asset Management (Brandfolder) - SmartCDN, SmartCDN, Core Application, Digital Asset Management (Brandfolder) - Core Application, Asset Upload, Digital Asset Management (Brandfolder) - Asset Upload, Digital Asset Management (Brandfolder) - Smartsheet Brandfolder Integration, Smartsheet Brandfolder Integration, Content Automation Integrations, Digital Asset Management (Brandfolder) - Content Automation Integrations, Content Automation Templating, Digital Asset Management (Brandfolder) - Content Automation Templating, Asset Upload - SFTP, Digital Asset Management (Brandfolder) - Asset Upload - SFTP, Digital Asset Management (Brandfolder) - Insights, Insights, Content Automation APIs, Digital Asset Management (Brandfolder) - Content Automation APIs, Content Automation Platform, Digital Asset Management (Brandfolder) - Content Automation Platform, Brandguide, Digital Asset Management (Brandfolder) - Brandguide
- [Vendor status page: https://stspg.io/xjzs23y82n14](https://stspg.io/xjzs23y82n14)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## 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)_
## Timeline of updates

- **investigating** 2025-10-27 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.”
- **monitoring** 2025-10-27 13:14 UTC: The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.
- **resolved** 2025-10-27 14:56 UTC: This incident has been resolved.
- **postmortem** 2025-10-29 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

- 2025-10-27 12:51 UTC: [Major incident: Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"](https://rewindex.com/change/i8b3d4668292f6d.md)


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Canonical: https://rewindex.com/company/smartsheet/incidents/l2kxhv6fdkgr · Markdown: https://rewindex.com/company/smartsheet/incidents/l2kxhv6fdkgr.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/l2kxhv6fdkgr · Generated 2026-10-18T09:59:41.677Z