> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for email that lands in spam, bounces, or gets throttled: the inbox-placement side of deliverability.

## 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](/comms/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](/comms/deliverability/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](/comms/suppressions/overview) 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](/comms/suppressions/overview) addresses.                                                                      |
| Bounces **not being suppressed**                    | Suppression handling                                         | Review the [Suppressions](/comms/suppressions/overview) 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](/comms/deliverability/overview).                                               |

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

## Related

* [Deliverability overview](/comms/deliverability/overview): domain setup, DNS, warming.
* [Suppressions](/comms/suppressions/overview)
* [Email troubleshooting](/comms/email/troubleshooting)


## Related topics

- [Troubleshooting](/comms/sms/troubleshooting.md)