Why were some renewal reminders and trial ending emails not being sent to our customers in November?

Between the dates of November 5, 2021 and November 12, 2021 an error in email processing caused intermittent failures to send the following email templates for some customers:

  • Trial Ending
  • Renewal Reminder
  • SEPA Renewal Reminder
  • Credit Card Expired

We mitigated the issue on November 13, 2021 and resolved it on November 17, 2021. We have confirmed that all new emails are sending correctly since then. If you find that you are one of the merchants affected by this and want to find more on which of your customers did not receive the emails please reach out to Recurly Support.