Interrupted email delivery performance (Workflow and Template Events)

Postmortem: Email Delivery Interruption

Incident Duration:

• Start: Tuesday, September 16, 2025 at approximately 7:50 AM PT
• End: Tuesday, September 16, 2025 at approximately 5:00 PM PT

Impact:

During this incident, Email Delivery via Workflow, Template events, and Account Management (reset password/invite user emails) were unavailable for all GoFormz accounts.

Root Cause:

Our email provider temporarily suspended outbound traffic from GoFormz due to suspicious activity.

• Important: At no point was customer data exposed or put at risk. The suspicious activity was isolated to those specific accounts.

Resolution:

GoFormz worked closely with our provider to validate the issue, secure our systems, and restore normal service.

How this impacts you:

Most emails triggered to be sent during this time period were ultimately delivered after resolution.

However, some were not delivered. For those impacted emails, please follow the below remediation instructions:

• Template Events: Re-trigger manually (e.g., by opening/completing the form again).

• Workflow Jobs: Select the “...” actions button to the right of the job and click “Rerun.”

  • Customers can rerun these jobs one by one.
  • If you have a significant number of jobs to rerun, please reach out to our support team at support@goformz.com and we can help you bulk rerun batches.

• Password Reset Emails: Resend password reset requests. Customers can resend in bulk from the Users & Groups page.

Preventive Measures:

We have strengthened safeguards with our email provider and are improving monitoring to reduce the likelihood of similar interruptions in the future.