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

Affected components

• Asset Upload
• Asset Upload - SFTP
• Brandguide
• Content Automation APIs
• Content Automation Integrations
• Content Automation Platform
• Content Automation Rendering Services
• Content Automation Templating
• Core Application
• Insights
• Integrations
• SmartCDN
• Smartsheet Brandfolder Integration

1. postmortemOct 29, 2025, 11:14 UTC

   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.

2. resolvedOct 27, 2025, 14:56 UTC

   This incident has been resolved.

3. monitoringOct 27, 2025, 13:14 UTC

   The issue was identified, and a fix was implemented. We're monitoring closely to ensure stability.

4. investigatingOct 27, 2025, 12:51 UTC

   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.”

What APIStatus.watch saw

Our 5-minute checks didn't record a change in Smartsheet's overall status around this incident. Smaller or regional incidents often leave a provider's overall status green.

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How often does Smartsheet have incidents?

Smartsheet reported 10 incidents in the last 90 days, 8 of them major or critical. A typical incident lasted 3h 33m. See Smartsheet's uptime and incident history