Troubleshoot email connections and delivery
Separate mailbox, company provider, domain, queue, and delivery failures.
- For
- Workspace users and support owners
- Owner
- Communication operations
- Outcome
- Identify the failure state, recover without duplicate work, or contact support with safe evidence.
- Last verified
- 2026-08-30
- Next review
- 2026-11-28
- Status
- supported
Start from the visible symptom, the affected workspace, and the approximate time. Confirm the current state before repeating an action.
What you can see
- A personal mailbox is disconnected or stale.
- A company provider test, domain, or webhook is unhealthy.
- A message is queued, failed, delivered without a reply thread, or has uncertain state.
Check the current state
- Confirm whether the path uses a personal mailbox or the company send provider.
- Check connection, consent, sender, domain, webhook, queue, and recent failure state.
- Confirm the provider event before repeating a send.
- Inspect the customer record and thread association.
Recover safely
- Reconnect expired personal-mailbox consent.
- Repair and retest the company provider before making it the default.
- Keep the current healthy provider active while another provider is repaired.
- Retry only after the first delivery state is known.
Do not send another customer email only to test an uncertain provider result.
Contact support
Send the workspace, page, approximate time, safe error code, expected result, actual result, and checks already completed.
- State whether you repeated the action and whether it can create an external side effect.
- Do not send passwords, tokens, API secrets, webhook secrets, message content, or unnecessary customer data.