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Encompass emails failing to send to segment audiences - unable to retrieve matching records

Incident Report for Encoura Encompass

Resolved

This incident has been resolved by 11:34 AM ET for US clients.

Posted Nov 04, 2025 - 13:08 CST

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Nov 04, 2025 - 10:43 CST

Investigating

We are currently experiencing emails failing to send to segment audiences. The error is "unable to retrieve matching records." Our technical teams are actively investigating and will share an update when more information becomes available.

Posted Nov 04, 2025 - 09:27 CST

This incident affected: Email Marketing (Email Home) and In Application Issues - Severity 1 Defects.