Executive summary
On January 8, 2026, customers experienced an issue where emails were not sending from their RapidIdentity cloud (and other) tenants.
Customers experienced this behavior as emails, which appeared to send successfully, were never delivered to their intended recipients. There were no errors displayed in the web portal or other signs of an interruption.
Investigating the issue, we discovered that our email service provider (SendGrid) was blocking processing of outbound requests.
As it turns out, SendGrid had previously discovered a potential phishing email that was sent from our email account. As a result, they blocked all of our outbound emails from processing. Furthermore, while we were informed of the suspicious email, we were not notified of any service disruption or any other action they took.
Resolution of this issue involved escalating the outage to them. After a short review, they removed the block and normal email delivery could resume.
Unfortunately, SendGrid is unable to provide us any detailed description of why the email was suspicious, nor are they able to provide the actual email contents.
We applaud SendGrid's dedication to security. However, this should be tempered by a need to continue operating while we investigate small abnormalities, and still offer a "fire alarm" if we suspect extreme abuse. Looking forward, we will review this service and evaluate improvements to improve future email resiliency. Additionally, as with any outage, we will research additional monitoring to reduce the likelihood of a future issue and reduce resolution time.