# Brandfolder: SendGrid notifications not processing "Your account was frozen due to unpaid invoices"

- Provider: [Smartsheet](https://down.guide/providers/smartsheet)
- Confidence: Confirmed
- Impact: Partial outage
- lasted 2h 5m
- started 2025-10-27 12:51 UTC
- Smartsheet Brandfolder Integration, Core Application, Asset Upload +10
- id: DWN-319d9201e8
- Official page: https://stspg.io/xjzs23y82n14

## Root cause
> Starting at approximately 4:41 AM PT on October 27, 2025, some Brandfolder customers experienced intermittent delays in receiving system-generated email notifications, including invitations and notifications, due to a disruption with our third-party email processing provider.

Category: Upstream dependency. [Postmortem](https://stspg.io/xjzs23y82n14)

## Updates from Smartsheet
### 2025-10-27 12:51 UTC: investigating
We’re investigating reports of customers experiencing issues with emails sent through SendGrid, including invitations and notifications. Customers may also see an on-screen message stating: “Your account was frozen due to unpaid invoices.”

### 2025-10-27 13:14 UTC: monitoring
The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.

### 2025-10-27 14:56 UTC: resolved
This incident has been resolved.

### 2025-10-29 11:14 UTC: postmortem
Starting at approximately 4:41 AM PT on October 27, 2025, some Brandfolder customers experienced intermittent delays in receiving system-generated email notifications, including invitations and notifications, due to a disruption with our third-party email processing provider. 
During this period, emails may not have been delivered immediately. The issue was quickly identified and resolved, and all services were confirmed fully operational by 6:13 AM PT. Any delayed messages are being delivered, and we do not expect further impact.

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