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KnowBe4Incident detail
PAB sending a Non-Delivery Report after an Email is Reported (US Only)
Resolved incidentMinor
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Incident updates
Every update on the official status source, oldest to newest, exactly as it appeared there.
Investigating
We are investigating an issue causing a Non-Delivery Report (NDR) to be returned when a message is reported via the Phish Alert Button and "Send Us a Copy" is enabled in Account Settings
Monitoring
A fix has been implemented and we are monitoring the results.
Resolved
This incident has been resolved.
Resolved
On Tuesday, August 18, 2026, from approximately 14:10 to 14:55 (UTC), customers using the Phish Alert Button (PAB) with the Send Us a Copy feature enabled received non-delivery reports for the Send Us a Copy mailbox.
This issue was caused by a configuration change to the shared email routing infrastructure. This change renamed a messaging component used by both our staging and production environments. Because a production rule depended on this shared component, the rename caused delivery failures to the Send Us a Copy mailbox and triggered non-delivery reports. To resolve this issue, our team updated the affected configuration to reference the correct component, and the Send Us a Copy feature returned to normal performance by 14:55 (UTC).
To prevent this type of issue in the future, we are separating email routing configurations for our staging and production environments. We are also reconciling legacy configurations into our current infrastructure management standards.
No data loss occurred as a result of this issue.
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