Summary:

On June 22nd, 2026, we started receiving reports where email campaigns were being delivered to only a subset of the targeted email audience. Following initial triaging and troubleshooting, a platform incident was declared, and the incident response team began looking at the reported issue.  The unexpected behavior was determined to be due to a logic error in user reachability through the email channel, and the software change implicated was immediately rolled back to resolve the issue.

Severity:

Sev-2

Scope:

Some campaigns sent between 12:54 AM PT on June 20th, 2026, and 12:59 PM PT on June 22nd, 2026, to an email audience from the Firstup platform.

Impact:

Emails were not sent to the entire email audience for campaigns sent during the incident duration.

Root Cause:

The root cause for this incident was determined to be a regression from a software change that was made on June 20th, 2026, to align with the reachability definitions that we introduced in the Q2 quarterly release. A software bug was identified that returned a “Unknown” email address reachability status when an email audience was being processed for campaign delivery in the backend, resulting in those email addresses being excluded from the campaign’s delivery backend path.

Mitigation:

To immediately mitigate this incident, a rollback of the software change was performed, which was completed at 12:59 PM PT, restoring the reachability data to its previous state platform-wide. For customers who had campaigns in scope of this incident, and needed to send the email to users who were initially excluded from the campaign’s delivery, our Support team provided a list of those users to be retargeted separately via a duplicate campaign.

Recurrence Prevention:

Our recurrence prevention measures include:

• Investigate and fix the software bug that returned the “Unknown” email address reachability status.
• Update our QA processes to include robust end-to-end testing on all New Product Features and Enhancements before being released.