Troubleshooting

Overview

This page covers delivery problems. Mail that leaves Custral but doesn’t reach the inbox. For domain setup (verification, DNS, adding domains), use the troubleshooting table on the Deliverability overview. Custral sends through your connected mailbox and inherits its reputation, so the levers here are authentication, reputation, and warming.

Common issues

Symptom	Likely cause	What to check
Mail lands in spam / junk	SPF/DKIM/DMARC not aligned, a cold domain, or spammy content	Confirm the sending domain is Verified with SPF, DKIM, and DMARC (overview); warm the domain; cut heavy links and attachments.
Bounce rate climbing / getting throttled	Stale list or bad addresses	Above ~5% bounces (or 0.1% complaints) providers throttle: prune stale and suppressed addresses, pause sequences, and slow down.
New domain, poor inbox placement	Not warmed	Enable warming and ramp volume gradually over 2–4 weeks before sending at scale.
Forwarded mail rejected	DKIM not published	Publish DKIM on the sending domain, forwarded mail without it is routinely rejected.
Recipient never got it, no bounce	Silently filtered by the provider (reputation / spam)	Check domain auth and reputation; ask the recipient to check spam; warm the domain if it’s new.
Low Gmail / Outlook placement on the Health tab	Reputation or warming not ramped	Continue warming, slow sending, and clear suppressed addresses.
Bounces not being suppressed	Suppression handling	Review the Suppressions list.
Every send from a domain fails	Domain not verified, or the mailbox disconnected	Verify the domain, or reconnect the mailbox (Test connection). See the overview.

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.

Overview

Email

SMS

Voice & Calls

Chat / Widget

Conversations & Threading

Inbox

Templates & Snippets

Deliverability

Calendar

Scheduling & Forms

Playbooks

Coaching

Overview

Common issues

​Overview

​Common issues

​Related

Overview

Common issues

Related