Issue Leading to Elevated Hard Bounce Rates
Incident Report for Klaviyo
Resolved
After investigating with our engineering team, we have determined that removing hard bounce records from impacted profiles would potentially introduce data integrity issues. As such, we have made the decision to leave the record of these hard bounces on impacted profiles, while removing the resulting suppressions and restoring list memberships.

As a reminder, Klaviyo automatically suppresses hard-bounced emails, such that hard bounces that were not a result of this incident will remain suppressed.
Posted Dec 22, 2020 - 13:17 EST
Update
Our team has completed the work to restore list membership for profiles impacted by elevated hard bounces on Google inboxes.

Please note that at this time, bounce events are still present on impacted profiles. We recommend that customers ensure segments used for campaign sends during this time do not exclude hard bounces in order to continue to send to the intended recipients.

Once those hard bounces are removed from impacted profiles, we will declare this incident resolved. We will continue posting any updates to this status page.
Posted Dec 21, 2020 - 10:41 EST
Update
Our engineering team has continued working throughout the day on a solution for restoring list membership, and presence in list-based segments, for impacted profiles. We expect that work will continue on these repairs through the weekend, and we plan to provide a status update on Monday, 12/21.

We apologize for the inconvenience, and appreciate your patience as we work towards a resolution.

We will continue posting updates to this status page.
Posted Dec 18, 2020 - 16:41 EST
Update
Removal of suppressions and "Suspicious Email" status on profiles impacted by hard bounces on Google inboxes has been completed. Customers are now able to resume sending to these profiles. During this time, lists and list-based segments typically used for campaign sends will not include previously hard bounced profiles that have been unsuppressed.

We will provide an update today on the status of restoring list membership and consent status for impacted profiles.

We will continue posting updates to this status page.
Posted Dec 18, 2020 - 08:58 EST
Update
Removal of suppressions on profiles impacted by hard bounces on Google inboxes has continued over the past 24 hours. We expect the removal of suppressions to be complete before 12 PM ET on Friday, 12/18, and will confirm when it is finished.

Our engineering team is also preparing the required work to begin restoring list membership and consent status for impacted profiles.

We will continue posting updates to this status page.
Posted Dec 17, 2020 - 18:21 EST
Update
We have begun the process of removing suppressions on all profiles impacted by these hard bounces. We expect this process to conclude in the next 24 hours.

We will post to this status page when the suppression removal process is completed, and will also provide additional information around list memberships for impacted profiles at that point.
Posted Dec 16, 2020 - 16:03 EST
Update
Hard bounces have stabilized for Google inboxes. We have identified impacted customers and profiles, and are working on a resolution to remove suppressions for affected profiles.

We will continue posting updates to this status page.
Posted Dec 16, 2020 - 08:05 EST
Monitoring
As of 6:15 ET, we began observing a reduction in hard bounces from Google inboxes. We are continuing to monitor this situation, and will assess and share next steps for removing suppressions and remediating the impact of this incident moving forward.

We will continue updating this status page with any additional information.
Posted Dec 15, 2020 - 18:36 EST
Investigating
Beginning around 2:39 PM ET today, we began to observe behavior similar to last night's impacted window for hard bounces incurred on Google inboxes. Our engineering team is investigating short-term mitigation options for sends to Google inboxes as a result. Customers are advised to consider recent elevated hard bounce instances when sending campaigns to Google recipients until this issue has stabilized.

We are also continuing to work on removing suppressions that were incurred due to hard bounces during the earlier window. We will keep this status page updated with any additional information.
Posted Dec 15, 2020 - 16:03 EST
Update
We have identified impacted customers and profiles, and are working on a resolution to remove suppressions for affected Google inboxes.

Additionally, we are assessing impact on list membership and consent status from this incident. We will continue posting updates to this status page.
Posted Dec 15, 2020 - 14:58 EST
Monitoring
Between 5 PM - 9 PM ET on 12/14, and 12 AM - 2 AM ET on 12/15, we observed elevated hard bounce rates on Google inboxes due to an issue with a third party. The issue has since been resolved. Campaigns sent during this window may show elevated hard bounce rates specific to Google recipients. No other inbox providers were affected.

We are actively working on assessing the impact, and will keep this status page updated.
Posted Dec 15, 2020 - 10:19 EST
This incident affected: Email Sending (Email Deliverability).