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Incident detail

Some MFA OTP emails delayed in North America

Resolved incidentMinor

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Timeline

Incident updates

Updates are normalized from the official source chronology so timeline changes remain easy to scan.

  1. Investigating

    We see some delays in customers claiming MFA OTP emails, but we currently see no queueing or delays from our email provider.

    We've seen some general reports of email delivery issues with a third party email provider.

    We are continuing to investigate the issue.

  2. Investigating

    A higher than normal percentage of email OTPs continue to be delayed to addresses hosted by a specific third party email provider.

    While customers cannot reduce this delay, they can reduce the possibility of expired OTPs which would lead to failed authentications or registrations by temporarily increasing the "Passcode Lifetime" to 30 minutes for the Email OTP provider within the MFA Policy. If this change is made, take note of the previous value so that it can be restored.

  3. Identified

    This issue has been isolated to email addresses hosted by a specific third party email provider.

  4. Identified

    This issue has been isolated to email addresses hosted by a specific third party email provider.

  5. Identified

    We are continuing to monitor.

  6. Monitoring

    Email delivery services provided by our third-party have resumed normal operations. We will continue to monitor and provide updates as appropriate.

  7. Resolved

    This incident has been resolved.