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Some MFA OTP emails delayed in North America
Incident
Report for Ping Identity
Resolved
This incident has been resolved.
Monitoring
Email delivery services provided by our third-party have resumed normal operations. We will continue to monitor and provide updates as appropriate.
Update
We are continuing to monitor.
Update
This issue has been isolated to email addresses hosted by a specific third party email provider.
Identified
This issue has been isolated to email addresses hosted by a specific third party email provider.
Update
A higher than normal percentage of email OTPs continue to be delayed to addresses hosted by a specific third party email provider.
While customers cannot reduce this delay, they can reduce the possibility of expired OTPs which would lead to failed authentications or registrations by temporarily increasing the "Passcode Lifetime" to 30 minutes for the Email OTP provider within the MFA Policy. If this change is made, take note of the previous value so that it can be restored.
While customers cannot reduce this delay, they can reduce the possibility of expired OTPs which would lead to failed authentications or registrations by temporarily increasing the "Passcode Lifetime" to 30 minutes for the Email OTP provider within the MFA Policy. If this change is made, take note of the previous value so that it can be restored.
Investigating
We see some delays in customers claiming MFA OTP emails, but we currently see no queueing or delays from our email provider.
We've seen some general reports of email delivery issues with a third party email provider.
We are continuing to investigate the issue.
We've seen some general reports of email delivery issues with a third party email provider.
We are continuing to investigate the issue.
This incident affected: PingOne and PingOne Services - United States (.com services) (PingOne MFA), PingOne and PingOne Services - Australia (.asia and .com.au services) (PingOne MFA), and PingOne and PingOne Services - Canada (.ca services) (PingOne MFA).