RESOLVED Incident Report : Attachments not uploading 2/25/26

Modified on Wed, 25 Feb at 10:23 AM

Date: 2/25/2026

Start Time: 5:30 AM EST
Resolved: 10:00 AM EST

Summary

Between 5:30 AM and 10:00 AM EST, we experienced a service disruption that impacted file attachment processing. During this time, users were able to send messages successfully; however, attachments were not processing correctly and may have failed to send, render, or appear on the recipient side.

We sincerely apologize for the inconvenience this caused.

Impact

Attachments sent between 5:30 AM and 10:00 AM EST may not have been delivered successfully.
Core messaging functionality remained operational.
Messages without attachments were sent and delivered normally.
No messages were lost.
No privacy or security concerns were identified.

We are reviewing logs to determine the approximate number of affected users.

Resolution

Our technical team identified the root cause impacting the attachment processing service and implemented a fix. Full attachment functionality was restored by 10:00 AM EST.

We are continuing to monitor system performance to ensure stability.

Next Steps

We are conducting a full review of this incident and implementing safeguards to strengthen monitoring and prevent similar disruptions in the future. Our ongoing commitment is to deliver reliable, seamless service for all users.

We sincerely apologize again for the disruption and any inconvenience it may have caused. Thank you for your understanding and continued trust in our service.