This incident has been resolved. We've backfilled open events that were missing, and open rates should now correctly reflect reality.
Posted Jan 22, 2021 - 09:57 PST
Monitoring
The issue has been addressed but we're still in the process of backfilling data. Open rates for January 15th and 16th are still under-reported, but data for all other days are fully up-to-date. As noted before, all email sending, opening, and tracking have been working fine throughout this incident and the issue has been around reporting (which should hopefully be resolved soon).
Posted Jan 20, 2021 - 18:35 PST
Identified
We've identified an issue with event tracking from a third party. We believe this is a bug on the part of this third party where they report false open rates by omitting roughly 40% of open events. We have reached out to them with diagnostic information and are awaiting their response.
Emails are delivering properly, and open rates appear lower than they are in reality.
Posted Jan 19, 2021 - 19:09 PST
Investigating
Reported open rates are lower than expected. We are actively investigating the incident.