# Some MFA OTP emails delayed in North America

- Provider: [Ping Identity](https://down.guide/ping-identity)
- Level: confirmed
- Impact: Degraded
- lasted 6h 10m
- started 2026-01-24 14:21 UTC
- PingOne MFA, PingOne MFA, PingOne MFA
- us
- id: DWN-a9237703fa
- Official page: https://stspg.io/3ylk107r85cz

## Updates from Ping Identity
### 2026-01-24 14:21 UTC: investigating
We see some delays in customers claiming MFA OTP emails, but we currently see no queueing or delays from our email provider. 
We've seen some general reports of email delivery issues with a third party email provider.
We are continuing to investigate the issue.

### 2026-01-24 16:20 UTC: investigating
A higher than normal percentage of email OTPs continue to be delayed to addresses hosted by a specific third party email provider.
While customers cannot reduce this delay, they can reduce the possibility of expired OTPs which would lead to failed authentications or registrations by temporarily increasing the "Passcode Lifetime" to 30 minutes for the Email OTP provider within the MFA Policy. If this change is made, take note of the previous value so that it can be restored.

### 2026-01-24 16:21 UTC: identified
This issue has been isolated to email addresses hosted by a specific third party email provider.

### 2026-01-24 16:27 UTC: identified
This issue has been isolated to email addresses hosted by a specific third party email provider.

### 2026-01-24 17:10 UTC: identified
We are continuing to monitor.

### 2026-01-24 18:34 UTC: monitoring
Email delivery services provided by our third-party have resumed normal operations. We will continue to monitor and provide updates as appropriate.

### 2026-01-24 20:31 UTC: resolved
This incident has been resolved.

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