Urgent Help Needed - Invoices that are paid are sending automatic reminders!

Cathy Shapiro's Avatar

Cathy Shapiro

10 Aug, 2016 02:34 AM

Clients whose invoices have been marked as paid for weeks are receiving notices from the system. I'm not sending them and there is not a record of them, but my clients are receiving them!
This is an urgent need to be fixed!!!!
I will lose clients over this!

  1. Support Staff 1 Posted by Seth B on 10 Aug, 2016 02:59 AM

    Seth B's Avatar

    Hi Cathy,

    I apologize for the sudden alarm. We had a spammer attack our comment system, backlogging it with tens of thousands of emails. Tonight we cleared those out, so older comments that have been emailed into the system have finally been sent out.

    I’m fairly sure that “invoice notices” for unpaid invoices aren’t going to your customers. What I suspect are being delivered are comments that you might have emailed in response to their comments up to a few weeks ago.

    I’m very sorry for this, and it shouldn’t happen again as we’re looking into fixes to prevent this from happening in the future.

    I did post an alert on our Twitter and Facebook accounts about the issue, and will most likely be issuing a blog post tomorrow about the situation. If you need to, you can point your clients to that for an explanation. In the meantime, you can point them to this: https://www.facebook.com/Cashboard/posts/10154383343539257 <https://www.facebook.com/Cashboard/posts/10154383343539257>

    Please blame everything on me - not your fault here.

    - Seth

  2. 2 Posted by Chris Besett on 10 Aug, 2016 01:39 PM

    Chris Besett's Avatar

    I figured something was up but this does make for some embarrassing emails going out and explanations having to be made. Understand it was something out of your control but still - not a fun morning.

  3. Support Staff 3 Posted by Seth B on 10 Aug, 2016 03:28 PM

    Seth B's Avatar

    Chris, thanks for understanding. Not a fun morning here either.

    I had two options to go forward when we found out about the attack. I could have wiped out all previous comments, or sucked it up and processed them all. I chose the second. Hopefully it was the right decision.

  4. 4 Posted by Cathy Shapiro on 10 Aug, 2016 04:41 PM

    Cathy Shapiro's Avatar

    I have sent explanations to my clients. I think they each got several emails over the past few days and they kept emailing me questioning the invoices so it took me a while to figure out what was going on.
    I am glad you have resolved the problem.
    It would be helpful if we could see a record of all emails sent by the system so we can trace what is happening.

  5. Support Staff 5 Posted by Seth B on 10 Aug, 2016 04:44 PM

    Seth B's Avatar

    Hi Cathy,

    Glad you were able to sort things out with your clients. We do not keep a record of all emails sent on a per-account basis, but what was sent late were all “comments” on documents that had been back-logged due to the spammers. This would be comments via email on your Invoices, etc.

    Invoice reminders and notifications sent directly by you from the system were not affected at all. Those all went out on time, and were not back-logged.

    - Seth

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