20th July 2020

Hosted Email Hosted Email Availability

UPDATE:

We continue to work with the technical teams at our 3rd party service provider (Tucows). This issue is currently impacting approximately 15% of our mailbox service users.

Please note: this issue will not result in data loss.

They continue to work on service restoration and are currently estimating this could take up to 2 more business days. Again, we apologise for the inconvenience this is causing our customers. This is being worked on as an absolute priority and we will continue to keep you updated on progress.

As a workaround, clients are able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.midphase.com/knowledgebase/display/MID/How+To+Log+into+Webmail+from+CHI

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc). but, you will not be able to send/receive from your client at this time.

A full Root cause analysis will be provided to all affected customers once service has been fully restored.

INCIDENT:

From 02:30 UTC on July 17th 2020, our technical team became aware of a 3rd party issue affecting some of our clients connecting to the email platform via IMAP & POP3.

No data-loss is expected as a result of this issue.

Resolution steps have been ongoing to resolve these issues. However, this has not progressed as quickly as expected. We continue to monitor the situation and will continue to provide regular updates.

As a workaround, clients are able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this. https://www.midphase.com/knowledgebase/display/MID/How+To+Log+into+Webmail+from+CHI

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc). but, you will not be able to send/receive from your client at this time.

We apologise for the inconvenience caused by this issue. If you have any other questions, please let us know and we will be happy to help!