(Informational) Notification of a Duplicate Bill in April
(Informational) Notification of a Duplicate Bill in April
04 June 2025, 14:22 UTC
04 June 2025, 14:22 UTC
On the 31st of May 2025, the Customer Escalation Management team shared a notification to all customers of a recent billing system error that may have caused an additional invoice statement to be distributed to customer inboxes. This notification was sent using customer outreach tooling within our Fastly Application, accessible through manage.fastly.com, and our customers could read about this error within their Message Portal.
On the 3rd of June 2025, we found a bug within our outreach tooling. This bug would have caused the email to users with Superuser permissions to fail. Our engineering teams have identified the bug and email alerts to account Superusers will be restored for all future customer outreaches performed by the Customer Escalation Management team.
Out of an abundance of caution, to help ensure that customers do not action the duplicative invoice and double pay - we are sharing this message again on our status page.
04 June 2025, 14:23 UTC
04 June 2025, 14:23 UTC
Previous Message Distributed on Saturday, the 31st of May 2025
We want to inform our customers that a recent billing system error may have caused an additional invoice statement to be sent to your inbox.
Due to an internal processing issue, in the 24 hours leading up to the 31st of May 2025, a duplicate invoice for April was erroneously generated and sent. The subject line of the email starts with "Fastly Account Statement for...". This did not impact your April billing or service.
If you do not have a credit card on file with Fastly, you can disregard the rest of this message and the additional invoice statement that you received in error.
For customers with a credit card on file, the duplicate invoice may have also temporarily triggered an unintended charge. As soon as our Billing team became aware of the error, all unintended charges were fully reversed - all actions to reverse these charges were completed within a 2.5 hour window on Saturday, the 31st of May 2025. Since the reversal occurred timely, customers may have observed a temporary pending charge on their financial statement, which will automatically disappear within a few days. The erroneous charge will not be finalized.
We sincerely apologize to any impacted customers for this confusion and appreciate your understanding. If you have any questions, feel free to contact our Billing team at billing@fastly.com.
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