Partial Service Disruption
March 22, 2023 9:23AM UTC
[Resolved] After a period of monitoring, the issue we had been experiencing remains resolved so we are closing the incident.
Buyers can reach out to our order support team via paddle.net or help@paddle.com to request any email they did not receive.
Thank you for your patience during this incident.
March 14, 2023 10:45AM UTC
[Monitoring] Our 3rd-party email delivery service provider has updated us that the issue has now been solved. Since March 8th, 2023 emails to Yahoo email addresses are being successfully delivered.
Between February 26th and March 7th, 2023, Paddles transactional emails weren't being delivered to Yahoo email addresses due to newly introduced filters on Yahoo's side. These filters have been updated on March 8th, 2023, and therefore emails to Yahoo email address are since being successfully delivered.
We will shortly follow up and share more details about the emails that weren't delivered between February 26th and March 7th.
Please accept our apologies for this disruption and reach out to sellers@paddle.com if you have any further questions.
March 8, 2023 3:52PM UTC
[Identified] Our 3rd-party email delivery service provider has updated us that they are in direct talks with Yahoo regarding this issue. Reportedly, there's been an uptick in invoice-spoofing lately that Yahoo has been trying to combat. According to our provider, it is likely that Paddle's legitimate transactional emails are being falsely affected by these efforts.
Our provider is now awaiting Yahoo for a remediation solution to their spam filter in order to stop Paddle's email from being flagged. In addition, our email delivery service is also looking at alternative ways to alleviate this as well.
March 7, 2023 12:02PM UTC
[Identified] This issue is unfortunately persisting, and we are still waiting for more information from our 3rd party provider. We will keep this space posted on any progress made.
Thank you for your patience in the meantime. Please contact Support with any questions or concerns.
March 6, 2023 12:09PM UTC
[Identified] It appears that our 3rd party email distribution tool is having problems sending emails to Yahoo email holders. This means that buyers who complete their checkouts with Yahoo emails, and existing customers with Yahoo emails might not be receiving the emails they expect.
We are monitoring the situation and will provide an update as soon as our 3rd party partner provides more information.
