Troubleshooting - Custral Docs

Overview

Most email issues fall into three buckets: sending (it won’t leave Custral), delivery (it left but didn’t reach the recipient), and threading (messages land in the wrong place). Start with the table, then follow the links for the deeper fix.

Common issues

Symptom	Likely cause	What to check
Email stuck in the Outbox / won’t send	The mailbox connection expired or was revoked	Settings → Domains → the mailbox → Test connection; reconnect if it reports a problem.
A scheduled send never went out	The mailbox was disconnected before the scheduled time	Scheduled sends move back to drafts on failure, reconnect the mailbox and resend.
Sent email doesn’t reach the recipient	Deliverability, SPF / DKIM / DMARC not aligned, or poor reputation	Work through Deliverability; confirm the sending domain is Verified and warmed.
Inbound email doesn’t appear in Custral	The channel isn’t connected, or is still syncing	Settings → Channels. Confirm the mailbox is connected, then run Test connection.
Replies start a new thread instead of threading	Missing reply headers, or the message was forwarded	See How threading works. Forwards start a new thread by design.
Smart compose or AI writing does nothing	Turned off, or workspace AI usage is exhausted (common in sandboxes)	Settings → Client Settings → Email composer; try again later if usage is exhausted.
A blocked sender still reaches the inbox	Blocking is per account (you blocked a different inbox	Settings → Blocked Senders) the Account column shows which inbox each block covers.
Template sends with literal `{{tokens}}` in the body	No linked record, or the property is missing on it	Link a record before sending; unresolved tokens hold the send for review.

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs and makes it far faster to trace.