FLG Status

Emails to Gmail being routed to spam folder

Update - The team is still focused on improving email deliverability and it remains one of our top priorities. We've created a new email sending domain for some email routes and are in the process of warming that up. To help protect that new domain reputation, we're also building a brand new email validation tool to reduce the volume of emails which hard bounce or are sent to spam traps or to disposable email addresses. The first phase of that project will be deployed to all customers in the coming weeks. We will communicate the details to all customers by email.
Jun 23, 09:27 BST

Update - The team is still working on improving deliverability to Google. Recent changes have not had the desired affect and we still see emails finding their way into spam folders. We are continuing to dedicate resource to the investigation and fix of this issue and have defined our next steps. We will continue to update you on this situation as we progress and apologise that efforts to date have not resolved the issue.
Apr 27, 17:11 BST

Update - We are continuing to monitor this situation and are exploring what further changes can be made which may improve Gmail email routing. As before, there does not appear to be any one particular root cause for this. We will update further if this situation changes.
Apr 7, 08:48 BST

Update - We are continuing to monitor this situation and will start collecting additional metrics to help us gain more understanding. As before, there does not appear to be any one particular root cause for this. We will update further if this situation changes.
Mar 10, 08:35 GMT

Update - We have made further improvements and are continuing to monitor this situation. As before, there does not appear to be any one particular root cause for this. We will update further if this situation changes.
Feb 25, 14:40 GMT

Monitoring - We are continuing to monitor this situation, some email has been observed to be delivered to Gmail inboxes where some are still being delivered to spam folders. There does not appear to be any one particular root cause for this. Some configuration changes are currently being tested that may improve deliverability. We will update further if this situation changes.
Feb 14, 13:10 GMT

Update - Extensive tests have been performed to identify what the root cause(s) may be for this recent change. Work is ongoing to try and improve deliverability to Gmail.
Feb 9, 15:33 GMT

Identified - We have identified that emails to Gmail are landing in spam folders. We're working on a number of things to return our email reputation with Google to previous levels.

We’re sorry for the impact on you and your customers. We will update you in as soon as possible with the latest information.
Feb 8, 09:44 GMT

Uptime over the past 90 days. View historical uptime.

Applications & API Operational

Main Platform & API Operational

New Platform Features Operational

Insights Reporting Operational

Keyword Search Operational

Processing & Workflow Operational

Background Processing Operational

Workflow Processing Operational

Email & SMS Operational

Outbound Email Operational

Inbound Email Operational

Outbound SMS Operational

Inbound SMS Operational

Other Operational

90 days ago

100.0 % uptime

Today

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Jul 6, 2022

No incidents reported today.

Jul 5, 2022

No incidents reported.

Jul 4, 2022

Database Table Update

Completed - The scheduled maintenance has been completed.
Jul 4, 21:01 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 4, 20:00 BST

Scheduled - SCHEDULED
** What is happening? **
We will be making changes to one of our database tables.

** Why are you doing this? **
This is to prepare for our new email address validation feature that is coming soon.

** Will it affect me? **
There will a brief loss of service for a few minutes during the maintenance window while we switch over the old table to the new one.

We do not expect any other impact so please contact our support team if you see any problems. The changes should be transparent to users.

** What do I need to do? **
No action is needed by customers.
Jun 30, 10:41 BST

Jul 3, 2022

No incidents reported.

Jul 2, 2022

No incidents reported.

Jul 1, 2022

Continuation of Database Software Upgrade

Completed - The scheduled maintenance has been completed.
Jul 1, 06:02 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 1, 05:00 BST

Scheduled - SCHEDULED
** What is happening? **
During the last maintenance window we were unable to complete our database update task. During this window we will be completing the upgrade for the database software version used by our primary and secondary database instances.

** Why are you doing this? **
We need to upgrade the database software version to ensure we continue to receive maintenance and security updates in the future.

** Will it affect me? **
There will a brief loss of service for a few minutes during the maintenance window while the primary database is restarted.

We do not expect any other impact so please contact our support team if you see any problems. The changes should be transparent to users.

** What do I need to do? **
No action is needed by customers.
Jun 28, 10:45 BST

Jun 30, 2022

No incidents reported.

Jun 29, 2022

No incidents reported.

Jun 28, 2022

Database Software Upgrade

Completed - The scheduled maintenance has been completed.
Jun 28, 07:00 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 28, 05:00 BST

Scheduled - ** What is happening? **
During this window we will be upgrading the database software version used by our primary and secondary database instances.

** Why are you doing this? **
We need to upgrade the database software version to ensure we continue to receive maintenance and security updates in the future.

** Will it affect me? **
There will a brief loss of service for a few minutes during the maintenance window while the primary database is restarted.

We do not expect any other impact so please contact our support team if you see any problems. The changes should be transparent to users.

** What do I need to do? **
No action is needed by customers.
Jun 17, 14:11 BST

Jun 27, 2022

No incidents reported.

Jun 26, 2022

No incidents reported.

Jun 25, 2022

No incidents reported.

Jun 24, 2022

Problems with New Platform Features (Journeys, Appointments, Secure Document Upload, Zapier app)

Resolved - This incident has been resolved.
Jun 24, 18:40 BST

Monitoring - A fix has been implemented and we are monitoring the results.
Jun 24, 18:40 BST

Investigating - We have been alerted to a problem with our New Platform Features (Journeys, Appointments, Secure Document Upload, Zapier app). We’re aware of the issue and are working on it urgently. We will update you soon with the latest information.
Jun 24, 18:18 BST

Database Maintenance

Completed - The scheduled maintenance has been completed.
Jun 24, 05:45 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 24, 04:45 BST

Scheduled - ** What is happening? **
During this window we will be carrying out maintenance on our primary and secondary database instances.

** Why are you doing this? **
We need to do this so we can upgrade the database software version to ensure we continue to receive maintenance and security updates in the future.

** Will it affect me? **
There will will be a loss of service for up to 30 minutes during the maintenance window while the primary database is restarted.

We do not expect any other impact so please contact our support team if you see any problems. The changes should be transparent to users.

** What do I need to do? **
No action is needed by customers.

**Summary**
This action was successfully completed. FLG was down from 4:48 until 5:04 while the primary database was rebooted.
Jun 22, 10:41 BST

Jun 23, 2022

Unresolved incident: Emails to Gmail being routed to spam folder.

Jun 22, 2022

No incidents reported.

Related