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Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"

Incident Report for Smartsheet

Postmortem

Starting at approximately 4:41 AM PT on October 27, 2025, some Brandfolder customers experienced intermittent delays in receiving system-generated email notifications, including invitations and notifications, due to a disruption with our third-party email processing provider.

During this period, emails may not have been delivered immediately. The issue was quickly identified and resolved, and all services were confirmed fully operational by 6:13 AM PT. Any delayed messages are being delivered, and we do not expect further impact.

Posted Oct 29, 2025 - 04:15 PDT

Resolved

This incident has been resolved.

Posted Oct 27, 2025 - 07:56 PDT

Monitoring

The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.

Posted Oct 27, 2025 - 06:14 PDT

Investigating

We’re investigating reports of customers experiencing issues with emails sent through SendGrid, including invitations and notifications. Customers may also see an on-screen message stating: “Your account was frozen due to unpaid invoices.”

Posted Oct 27, 2025 - 05:51 PDT

This incident affected: Digital Asset Management (Brandfolder) (Smartsheet Brandfolder Integration, Core Application, Asset Upload, Asset Upload - SFTP, SmartCDN, Brandguide, Integrations, Insights, Content Automation Platform, Content Automation APIs, Content Automation Rendering Services, Content Automation Templating, Content Automation Integrations).