Service Alert - 9/24/2026 - RESOLVED

**All JourneyCARE email services have been restored and are operating normally.**

Overnight, JourneyCARE users experienced email delivery failures and may have seen messages indicating that email services had been disabled. We have now identified the cause and worked with our email infrastructure provider to restore service.

**What happened:**

An organization's JourneyCARE account was set up to receive email forwarded from an external email address and then automatically forward those messages on to another recipient. The idea behind the configuration was logical - get the message into the contact record - but then alert the other person to the message by forwarding it on.

Unfortunately, the external email address received a sudden surge of spam. Because of the forwarding configuration, those messages came into JourneyCARE and then passed immediately out. This made it appear as if their JourneyCARE account was actively sending out spam messages.

This unusual situation triggered an automated safeguard with our email infrastructure provider, which temporarily paused email sending across JourneyCARE while they investigated the cause of the problem.

**Importantly, this was not the result of a security breach or unauthorized access to JourneyCARE.** The system was functioning according to the forwarding rules that had been configured, but the unexpected volume of spam caused those rules to trigger the provider's automated protections.

We have worked with our technology providers to resolve the issue, and email services have now been fully restored in all accounts.

We recognize how disruptive today's outage was and appreciate your patience while we investigated the cause and worked to restore service.