Some customers may have received a duplicate confirmation email for previous support requests. This article explains what happened, confirms there’s no security risk, and outlines what (if anything) you need to do.
On 26 June 2025, we identified an issue where a number of customers received repeat confirmation emails relating to previous support contact with our team.
This was caused by an update to our support autoresponder workflow. While applying a change to prevent external autoresponders from triggering our own, some existing tickets were accidentally reprocessed by the system, resulting in the original confirmation email being re-sent.
Was I affected?
You may have received one or more duplicate emails. These are safe to ignore. Importantly:
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There is no security risk
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Your account remains completely secure
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This was not caused by any unauthorised access or malicious activity
This issue was purely the result of an internal workflow change and did not involve any of your private data being exposed or misused.
Do I Need to Do Anything?
No action is required. If you’ve received one of these emails, you can safely delete it. Your original support ticket, if still open, is unaffected and in progress as normal.
What Have We Done to Fix It?
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We updated our workflow to prevent future feedback loops caused by external autoresponders.
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The workflow was temporarily disabled to stop any further reprocessing of existing tickets.
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It has since been re-enabled, but only for new support enquiries that meet the appropriate criteria.
We’ve also added additional safeguards to prevent similar issues in the future. If you have any questions or concerns, feel free to reach out to our team, we’re always here to help.