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RESOLVED: Support Notification | Delay on emails from Sage Accounting to certain email addresses

UPDATE #15 - 30/10/2020

Issue: Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Update: Since the implementation of the fix on 29/10, we have seen 100% success rate in email delivery with all new emails going out of the system. Older emails sent prior to the fix are still filtering through and will take some time. Our regional and global teams have been working 24/7 on resolving this issue. Every precaution has been taken to ensure that this does not happen again.

Status: Resolved and monitoring

We understand that your business operations were impacted due to the Sage Business Cloud Accounting email sending challenges we experienced. We sincerely apologise for any inconvenience.


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UPDATE #14 - 29/10/2020

Issue: Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Update: A fix has been implemented and we are now seeing 100% delivery success with all new emails that are being sent out. Older mails that were sent prior to the fix are still delayed however. Our teams are still working tirelessly on this incident.

ETA: We are continuously working on this incident internally and with our service providers to resolve and will continue to update this post as and when new information is available.

Priority: Highest

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UPDATE #13 - 28/10/2020

Issue: Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Update: Sage Teams, both local and global are working together with our service providers on the process of  resolving and whitelisting mail relay servers. 

ETA: We are continuously working on this incident internally and with our service providers to resolve and will continue to update this post as and when new information is available.

Priority: Highest

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UPDATE #12 - 27/10/2020

Issue: Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Update: The Product Team has implemented a fix and this is live since last night. Last night, our internal teams began working with our service providers on the process of whitelisting mail relay servers. This process is underway and we will see a gradual return to normal service across the week. 

ETA: We will continue working with our service providers on these processes during the course of this week and will continue to update this post as and when new information is available.

Priority: Highest

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UPDATE #11 - 26/10/2020

Issue: Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Update: The Product team will be working through the night with final testing on the fix. They will also be working closely with the service providers as well to initiate and implement the change once successful testing is completed.

ETA: We are expecting the fix to be live during the course of this week and will continue to update this post as and when new information is available.

Priority: Highest

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UPDATE #10 - 26/10/2020

Issue: Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Update: The internal team is implementing a fix and is in the latter stages of testing before it can be deployed live. Our internal teams are still working very closely with our service providers to perform the changes and testing. Once testing is completed, the fix will be live and corresponding changes will be made by our service providers.

ETA: We are expecting the fix to be live during the course of this week and will continue to update this post as and when new information is available.

Priority: Highest

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UPDATE #9 - 26/10/2020

Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

The internal team is implementing a fix and is the latter stages of testing before it can be deployed live.

Our internal teams are still working very closely with our service providers to perform the changes and testing.
We do apologise for any inconvenience.


As a workaround, the user may download the documents they wish to send and attach these on to an email.
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UPDATE #8 - 21/10/2020
Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it. In some cases emails are not being delivered altogether.

Some changes were made and a backlog of emails have gone through, however there are still instances of a delay or non-delivery.

Our internal teams are still working very closely with our service providers to make improvements and find a resolution.
We do apologise for any inconvenience.


As a workaround, the user may download the documents they wish to send and attach these on to an email.
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UPDATE #7 - 20/10/2020
Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it.
The changes made yesterday have improved the delivery time, however we are still experiencing a delay in email delivery time.

Our internal teams are still working very closely with our service providers to make improvements and find a resolution.
We do apologise for any inconvenience.

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UPDATE #6 - 19/10/2020
Our internal team has picked up an issue with a delay on email deliveries and is liaising with our service providers regarding it.
We will be working along with our providers overnight to make some changes to improve performance of email delivery.
We do apologise for any inconvenience.

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UPDATE #5 - 19/10/2020
Our internal team has picked up an issue with email deliveries and is liaising with our service providers regarding it.
We do apologise for any inconvenience.

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UPDATE #4
Our internal team along with our service providers have resolved the issue with email delivery delay.
We apologise for the inconvenience created by this issue.
Status: Resolved

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UPDATE #3
Our internal team is still liaising with our service providers locally and internationally regarding this issue. 
We are seeing some success with email delivery, however there are isolated instances of delivery delay.

We do apologise for any inconvenience.

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UPDATE #2
Our internal team has remedied an issue regarding the email delay. There has been some success with email deliveries going out.

However, we are still investigating with our service providers an alternate issue that is also creating a delay in email delivery.
We do apologise for any inconvenience.

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UPDATE #1
Some emails have been cleared and are being delivered.

Our internal teams are liaising and working with our service providers to find a permanent solution as there are still instances of email delivery delay.
We do apologise for any inconvenience.

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We are aware of an issue relating to sending emails from the Sage Accounting to @hotmail.com and @outlook.com email addresses. We are busy working on resolving the email sending issue.

We apologise for any inconvenience.

Description of incident

Some users are experiencing a delay when emailing to certain email addresses. This error does appear to be intermittent. 


Next Steps

Our Product Team is investigating the matter to find the cause and solution, and feedback will provided once received.