Some users experienced delays with login and confirmation emails due to third-party service disruptions.
During the week of July 14, Trellis experienced two separate incidents that caused delays in outbound email delivery due to service disruptions at our third-party email provider. These issues affected time-sensitive emails such as login links and purchase confirmations.
What Happened
In both cases, emails sent from Trellis were delayed in reaching recipients. While no emails were lost, some were delayed by several hours. The root cause was an internal system failure at our third-party email provider that disrupted their ability to process outbound messages in real time. Once the provider resolved the issue, delayed emails were delivered, and normal service resumed.
What We're Doing About It
We know how important timely communication is, and this level of service does not meet our standards—or yours. Unfortunately, this was not the first incident we've experienced with our current provider.
We’ve begun actively exploring a migration to a more stable email platform to ensure consistent, reliable delivery of all outbound communications. Work on this transition started the same day as the second incident.
Looking Ahead
In addition to evaluating new providers, we’re investing in improved monitoring tools to better detect issues like this and respond even faster in the future.
We appreciate your patience and understanding. If you have any questions or concerns, feel free to reach out to us at support@trellis.org.
— The Trellis Team