After 24 hours of monitoring, we are formally declaring the incident regarding some emails sending to end users multiple times as resolved.
Thank you for your patience.
Posted Apr 16, 2026 - 10:17 EDT
Monitoring
We believe that the issue causing some emails to send multiple times to the end user recipient is resolved. We are monitoring and will formally declare resolution after observing 24 hours without reappearance of the issue.
SendGrid is back to delivering all system email. Deliverability information will once again populate into the transmission logs as a result.
Next update in 24 hours or less.
Posted Apr 14, 2026 - 17:13 EDT
Update
Work with SendGrid is ongoing to resolve the issue causing some emails to send to end users more than once.
The multiple email issue is currently suppressed as we continue to utilize our secondary emailer tool for all deliveries.
Next update by 16:45 UTC
Posted Apr 14, 2026 - 10:42 EDT
Update
We continue to investigate and are currently communicating with SendGrid.
Posted Apr 13, 2026 - 15:27 EDT
Investigating
We are investigating an issue affecting US-based Thentia Cloud systems where some email communications are being sent to end users more than once. We have moved from our primary emailing tool, Sendgrid, to a secondary tool while we work to resolve.
Note that transmission log information will be missing for the emails sent via the secondary tool. Please contact Thentia support if you require transmission log information for any of the emails in question.
Next update at 3:45 PM ET or earlier.
Posted Apr 13, 2026 - 13:50 EDT
This incident affected: Thentia Cloud - USA (Communications - E-mail / SMS - USA).