Incident Summary: Over the past two days, some of our customers experienced issues with Cloud Email clients repeatedly prompting for authentication credentials and being unable to send or receive emails. This was due to a service disruption affecting our email infrastructure.
Root Cause: The problem originated from an issue within the email server environment, impacting authentication processes for several reseller accounts.
Resolution: Our technical teams worked closely with our email service provider to identify and resolve the root cause. The primary issue has now been fixed as of July 18, 2025.
Current Status: While the core problem has been resolved, some residual issues may persist for affected users, often caused by repeated password attempts or email client settings adjustments. We recommend users verify their email account settings and update saved credentials if necessary.
Next Steps: - Our support team is actively assisting customers with any remaining authentication issues. - If you continue to experience difficulties, please contact our support team directly for personalized assistance. - We are committed to monitoring the situation closely to ensure full stability.
We sincerely apologize for any inconvenience caused and thank you for your patience and understanding.
Posted Jul 18, 2025 - 10:42 EDT
Investigating
We have confirmed an issue resulting in Cloud Email authentication errors, issues sending and receiving.