Missing incoming emails after the disruption
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:
- Go to Settings → Channels.
- Open the email channel.
- Click Migrate channel.
Your conversations and settings stay as they are.