All systems Operational

Between 1 November, 22:38 CET and 2 November, 14:40 CET, email channels that forward to a @trengomail.com address could not receive email reliably. Some emails from that period may be missing in Trengo. Email channels connected directly to Gmail, Outlook or another provider were not affected.

What happened to these emails

During the disruption, emails forwarded to Trengo were not accepted. What happened next depends on the sender's email provider:

• Delivered later: many email providers retry automatically for hours or days. These emails can still arrive in Trengo, some with a delay.
• Bounced: some providers stopped retrying and sent the sender a "could not be delivered" message. These emails will not arrive in Trengo.

Check your original mailbox

Forwarding rules usually keep a copy of every email in your own mailbox (for example Gmail or Outlook).

Look there for emails received in the period above, and check whether they are in Trengo. If an email is missing, reply to the customer from your mailbox.

What we are doing

We are sorry for the trouble this caused. We are working hard to make sure this does not happen again, and we have already made changes to protect our email platform.

Switch to a direct mailbox connection

The most reliable setup is a direct connection to your mailbox. Your channel then no longer depends on a forwarding address, and email arrives straight from your own provider.

You can switch in a few minutes:

1. Go to Settings → Channels.
2. Open the email channel.
3. Click Migrate channel.

Your conversations and settings stay as they are.

Due to an issue with our email provider, we are currently unable to process emails from forwarding channels. Gmail, Outlook and Nylas channels are not affected.

Update (Nov 02, 00:02 CET): We have found the cause of the problem with Forwarding Email Channels and we have reached out to our email provider for further assitance. Until sending is restored, emails sent from a Forwarding Email Channel are not delivered.

Update (Nov 02, 09:12 CET): Email channels that forward to a @trengomail.com address are still disrupted. Emails to and from these channels may be delayed or not delivered. We are working with our email provider to restore this as soon as possible. Gmail, Outlook and IMAP channels work normally. We will post an update as soon as service is restored.

Update (Nov 02, 13:45 CET): Email channels that forward to a @trengomail.com address are still disrupted. We are still waiting for a reply from our email provider.

• Sending: you can send emails as usual. They are queued and delivered as soon as the service is restored.
• Receiving: incoming emails for these channels are still affected.

You can optionally move an email channel to a direct connection with your mailbox (Google, Microsoft, iCloud, Yahoo or IMAP). A direct connection works normally and doesn't depend on the forwarding address. Go to Settings > Channels, open your email channel and click Migrate channel. Your conversations and settings stay as they are.

Update (Nov 02, 14:41 CET): Email channels that forward to a @trengomail.com address work normally again. Our email provider has restored the service, and sending and receiving work as usual.