Feature Degradation

After monitoring performance and completing health checks, we have confirmed that the outbound email services were restored as of 09:00 UTC on June 27, and the inbound email services were restored as of 12:04 UTC on June 27. Both services are stable and performing well, and we continue to monitor for any return of impact.

Emails that have reached the Salesforce infrastructure will eventually be processed. Clearing the backlogs is still in progress, and it could take up to 24 hours to be processed, as we have temporarily raised the retry limit to accommodate the queue. If you receive a bounce-back email, please note that the email was not delivered, and no further delivery attempts will be made.

We have updated the posting to reflect the additional instances: USA338, USA688, and USA788, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We will provide our next update when the backlog has cleared, or sooner if additional information becomes available.

Clearing the backlogs is taking longer than we expected, and continuing to run health checks to ensure stability.

We have updated the posting to reflect the additional instances: ITA24, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

The inbound and outbound email services have been fully resolved. We are still working on processing the backlogs and continuing to run health checks to ensure stability.

We have updated the posting to reflect the additional instances: NA233 and USA420, experiencing impact, and customers in these instances will receive communications related to this incident going forward

We will provide our next update in 60 minutes, or sooner if new information becomes available.

Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We’re running final health checks to ensure everything is stable and ready to handle peak traffic smoothly. This also helps us confirm that the issue will not recur. The backlogged emails from the start of this incident have another 24-hour limit to process. New email sends are processing normally. We are working to clear the backlog of email sends as soon as possible.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.

At 12:04 UTC, the inbound email service was successfully moved to a faster email storage. Initial health checks have shown that the service is now stable and working as expected. We continue to monitor the progress closely to avoid a recurrence as we progress towards peak traffic. Customers should see significant improvements in features like Email-to-Case, both inbound and outbound email services.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

The inbound email service is now recovering. Around 11:30 UTC, we have moved 75% of the servers handling inbound email to faster storage. These servers are now clearing the backlog faster than new incoming email is arriving. As we continue to complete this fix on the remaining servers, customers should start observing a clear improvement in the inbound email delivery process.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

We started implementing changes in email storage and began seeing improvements, but encountered a delay caused by an unresponsive process, which is being investigated.

To help ease the traffic load, we’ve implemented controls to manage incoming traffic more efficiently.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

Further investigations have highlighted that customers who were previously hosted on one of the impacted instances and later moved to another instance or on Hyperforce may also experience the impact of the existing issue, such as Email-to-Case failure, or delays with inbound emails.

As the mitigation progresses, we have seen positive outcomes of testing changes to email storage to avoid data processing delays. This step is now implemented on the rest of the servers. Additionally, we’ve added limits to manage incoming traffic, and are seeing positive results from it.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

The network changes needed to improve the outbound email service were completed at 08:06 UTC. This activity restored the outbound email service to normal levels at 09:00 UTC. We continue to monitor it closely, and customers have confirmed that they no longer see an impact on outbound emails. Regarding the inbound email service, we have initiated testing changes in email storage to reduce data processing delays and are observing its performance.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

The inbound emails are recovering steadily but still experiencing intermittent issues due to delays in reading data in and out. We’re bringing all the services that handle incoming requests back online, and further plan to introduce changes in email storage to avoid data processing delays. The outbound emails are also performing at more than nominal levels but continue to see minimal failures, which are being addressed by restarting the services.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

The Salesforce Technology team continues to work on fully restoring impacted services.

Outgoing emails are stable and performing at nominal levels. The team is observing an impact on incoming emails, and our Technology team is actively investigating this specific area. The team is also working with our email system vendor, who is thoroughly reviewing system data. We are also working to implement measures to intelligently manage incoming email volume. Concurrently, the team is looking into alternative solutions to restore services and clear any remaining backlog.

We will provide our next update in 60 minutes, or sooner if new information becomes available.

Incident Summary:
We're currently addressing a feature degradation to our email services, which began on June 26, 2025, at 12:01 UTC. A spike in email traffic caused backlogs in both inbound and outbound processing, leading to delays in email delivery and system slowdowns. The issue also affected functions dependent on email services, such as Email-to-Case and some login operations, based on customer configurations.
The Salesforce Technology team has been applying multiple mitigation steps, including configuration changes, termination of stuck jobs, and targeted restarts of key email services. A third-party Mail Transfer Agent (MTA) vendor has been engaged to support recovery. Despite an initial slow recovery, recent actions—such as routing outbound traffic to a healthy host—have shown early signs of performance improvement.

Current Status:
The team restarted critical email components and rerouted outbound traffic, resulting in early signs of improved performance. Targeted restarts are ongoing across impacted services, and key performance metrics are closely monitored.
The Salesforce Technology team is actively tracking system performance during these changes to ensure service levels stabilize and return to normal.

Salesforce continues to evaluate alternative remediation paths and monitor backlog clearance for sustained recovery.

Customers should start seeing previously queued emails being processed. Emails set to send automatically should be processed once the backlog is cleared and are not expected to be lost. Dropped emails are likely permanent failures and may not be reprocessed; however, transient failures will be retried.

The issue remains a high priority, and updates will continue to be shared as new information becomes available.

The Salesforce Technology team is actively monitoring performance metrics following targeted restarts of the email system. After switching outbound email traffic to a healthy host, we observed performance improvements. The team will continue to monitor these metrics closely to ensure service levels stabilize and return to acceptable thresholds.
We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The Salesforce Technology team has ruled out network infrastructure as a trigger of this issue. Key email systems are currently undergoing targeted restarts, and we are closely monitoring these efforts to ensure complete stability.

The impacted instances have been updated to include: CAN54.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances, BRA36, USA340, USA746, will receive communications related to this incident going forward.

We're actively investigating email service issues and reviewing network logs to identify the trigger of the issue. While we don’t have new updates to share at this time, our teams remain fully engaged and are working diligently to resolve the underlying problem.

The impacted instances have been updated to include: USA618, USA922, USA342, USA686, USA422.

We'll provide the next update within 60 minutes or sooner if new information becomes available

The Salesforce Technology team is continuing to monitor the impact closely after applying recent configuration changes to key service modules and jobs. While we haven't seen significant improvement yet, our teams remain fully engaged, investigating alternate solutions, and actively monitoring performance metrics. This issue remains a top priority for the Salesforce Technology team.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

In the pursuit of our recovery efforts, we have applied a configuration for some service modules and jobs. We are actively monitoring metrics to gauge any improvements while we continue to investigate alternate remediation paths.

This posting has been updated to include these additional impacted instances: USA650, NA226, USA384, USA430, USA676, USA548, NA249, USA478, USA1108, NA254, USA300, CAN50, USA418, USA326, NA225, USA356

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We would like to clarify that this only impacts a subset of customers on the listed instances. Some customers on these instances may be experiencing delays with outgoing and incoming emails, such as Email-to-Case functionality. We have also noted that some customers may be experiencing login issues based on their configuration. We have also terminated stuck jobs and performed configuration changes to help with the recovery process.

This posting has been updated to reflect the additional instances: USA588, USA592, USA674, CAN56, USA742, USA600, USA546, NA237, USA726, USA736, USA720, SWE62, USA564, USA280, USA644, USA558, USA278, USA552, USA606, USA352, USA740

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

There are no new updates to share at this time. We continue to troubleshoot the issue that is slowing the recovery process.

We have updated the posting to reflect the additional instances: USA320, USA550, USA346, USA680, USA652, USA868, USA1, USA348, NA251, USA554, USA230, USA698, USA288, USA360, USA682, CAN46, USA648, USA410, USA920, USA374, USA744, USA330, USA332, USA426, BRA30, USA316, USA728, USA572, USA314, USA456, USA232, USA462, USA318, USA702, and USA576, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We are awaiting the results of a mitigation that was performed on a test instance. While most mitigation actions are largely complete, the recovery is slower than anticipated. We are working to restore services as soon as possible.

We have updated the posting to reflect the additional instances: CAN36, NA236, NA225, USA226, USA230, USA274, USA276, USA282, USA296, USA312, USA346, USA372, USA414, USA426, USA464, USA438, USA466, USA544, USA584, USA610, USA716, USA718, USA730, and USA9008, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We are actively clearing the backlog for both inbound and outbound emails, and the backlog has come down. We are working to restore services, and we apologize for how you and your business may have been affected.

We have updated the posting to reflect the additional instances: BRA48, CAN34, CAN44, USA234, USA238, USA294, USA302, USA304, USA354, USA376, USA428, USA632, USA408, USA442, USA454, USA538, USA566, USA570, USA616, USA634, USA646, USA684, USA692, USA694, USA696, USA714, USA852, USA854, USA856, USA864, and USA926, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We are continuing to work on mitigating the impact and actively clearing the backlog for both inbound and outbound emails.

We have updated the posting to reflect the additional instances: USA34, USA292, USA336, USA424, USA436, USA440, USA468, USA472, USA496, USA574, USA580, USA604, USA624, USA678, USA732, USA810, and DEU36, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

Upon investigation, we believe the issue is due to a spike in traffic, causing a backlog in inbound and outbound email. We have isolated the issue and are working on mitigating the impact.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances: NA242, USA476, and USA578, experiencing impact, and customers in these instances will receive communications related to this incident going forward.

Upon further investigation, we have determined that the start time of impact is different than initially understood. We have now revised the start time to 12:01 UTC and have updated this Trust post to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

Upon further investigation, we have determined that the start time of impact is different than initially understood. We have now revised the start time to 00:01 UTC and have updated this Trust post to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

We are investigating a feature degradation that is impacting Email services for customers on NA239, NA240, NA241, NA243, NA244, NA246, NA248, NA250, NA252, and NA253. We are exploring multiple mitigation strategies.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.