Latest Update:
Tue Jan 17 02:40 2023 UTC:
Upon investigation, we understand this issue primarily relates to customers whose email systems are provided by Microsoft (including Outlook).It appears that a large number of Microsoft IP's are currently being "blacklisted" by both Spamcop and Spamhaus.
Spamcop and Spamhaus are 3rd party services which numerous organizations (including our own) use to filter out incoming spam/junk email.
We have now temporarily suspended our use of these two particular RBL (Realtime Blackhole List) services, and this appears to have resolved the issues for customers using Microsoft/Outlook servers not being able to get in touch with us via email.
Whilst we do have a log of all incoming emails that were rejected since this issue arose on 1st April, this log does not include the contents of the emails themselves. This means that if you've emailed our sales or support team since 1st April and have either not yet received a reply, or had your email returned to you with a Mail Delivery Failure notification, we haven't received your email.
Our team are now reviewing this email log and will begin reaching out to customers who we can see have attempted to contact us during this period to explain the situation.
If you've been affected by this issue, we apologize for any inconvenience or concern that this issue with our 3rd party RBL providers may have caused.
Previous Updates:
Mon Apr 08 10:48 2024 UTC:
We have become aware that some customers may have been unable to reach us via email since sometime on 1st April 2024, with their emails being returned ("bounced back") to them. We're currently investigating this and will provide a further update shortly...