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This page assumes that at least one teammate has an inbox. To add one, see Give a teammate an email inbox. Only the owner and Administrators can open the inbox settings, at Settings > Email > Inboxes and rules.

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A teammate cannot send because of a cap

Symptom: an email does not go out. The teammate’s chat shows a message that starts “Couldn’t send that email —” and names the cap. For example: “Daily send cap ([n]) reached for [address] (including scheduled sends). Adjust in agent settings.” Cause: the send went over one of the send caps. Squad checks these caps before a teammate sends: For the numbers, see Limits and defaults. The caps count sent email and scheduled sends in the same time window. Drafts that wait for your approval do not count until they are sent. The windows are rolling. Capacity comes back as older sends leave the window, not at midnight. The error names the cap:
You cannot change the workspace caps in the dashboard. Wait until capacity comes back.
Fix:
1

Open the inbox settings

On Email, select the title at the top of the list, then Inbox settings…. Or open Settings > Email > Inboxes and rules.
2

Pick the inbox

At the top of the page, select the teammate’s name.
3

Read the meter

On the Daily send cap card, read the meter “[n] of [cap] sent today”.
4

Raise the cap

To allow more sends, type a larger number in Daily send cap, then select Save.
Or wait until capacity comes back, then ask the teammate to send it again. A teammate can also schedule the send for a later time. A cap only stops sending. The inbox stays live, and the teammate still receives and reads new mail.
The caps do not apply when you approve a draft with Approve & send, Save & send, or Send now. The caps limit only what teammates send by themselves.

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The custom domain does not verify

You connect a domain in Settings > Email > Domains. The domain shows one of these states: Symptom: the domain stays at Waiting for DNS or shows Verification failed. Cause: the DNS records are missing or wrong, or your DNS host has not published them yet. Fix:
1

Open Domains

Open Settings > Email > Domains.
2

Compare the records

Compare each row under DNS records with the records at your DNS host. Each row shows Verified, Wrong value, Not found yet, or Pending. A row with Wrong value says “Your DNS host has a different value for this record. Replace it with the value above.”
3

Fix the records

Add or correct the records at your DNS host. If your DNS host says a TXT value is too long, select Copy split value under that record and paste the split value instead.
4

Verify

Select Verify now.
Squad checks again for a few minutes after you select Verify now. DNS changes can take longer to publish. If a record is still Pending or Not found yet, wait and select Verify now again. Do not remove the domain and add it again: it then gets new DNS records.

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The inboxes still use the old address

Symptom: the domain is verified, but an existing inbox still sends from the default address. Cause: only inboxes that you create after the domain is verified use the domain automatically. Existing inboxes keep their address. Fix: open the settings for the inbox in Settings > Email > Inboxes and rules. On the Identity card, choose the new domain for the address. The dialog says that the old address stops receiving and that its scheduled sends are canceled. Select Change address to continue.

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The domain is refused when you add it

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The custom domain cannot be removed

Symptom: you select Remove and confirm, but the domain stays. A message says “[domain] still has [n] inboxes ([names]). Delete those inboxes or move them to another domain, then remove the domain.” Cause: Squad does not remove a domain while an inbox has an address on it. This includes inboxes that are still being set up and inboxes that are paused. Fix:
  1. Open the settings of each inbox on that domain, in Settings > Email > Inboxes and rules.
  2. On the Identity card, change the address to the default domain. Or delete the inbox.
  3. Open Settings > Email > Domains and select Remove again.
When you delete the last inbox in your workspace, Squad also removes your custom domain.

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A sent email bounced or was not sent

Symptom: someone says that they did not get an email. In Email, the message shows Bounced, Marked as spam, or Not sent. Cause: Bounced means that the receiving mail server returned the email. Not sent means that the mail provider refused the email before it left. In both cases, the recipient did not get it. The message gives the reason when the provider reports one. Marked as spam means that the recipient got the email and reported it as spam. The message says “The recipient marked this email as spam.” Fix:
  1. Open the message and read the reason.
  2. Check the address. If it is wrong, ask the teammate to send the email again to the correct address.
If many emails bounce, the address list is probably old. Ask the teammate to check the list before it sends more. A spam complaint shows on the sent email as Marked as spam. Squad also marks that contact do not contact. See How email updates contacts.

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A teammate did not reply to an email

Check these causes in order. The teammate or its inbox is paused. The mail arrives, but the teammate is not told about it until you resume. The inbox settings say This inbox is paused in Identity, or the teammate’s page shows Paused. Select Resume inbox, or Resume and the teammate’s name. See Pause an inbox. A block rule stopped the email. Mail from a blocked sender or domain does not reach the inbox. Open the inbox settings and check Never allowed under Allow and block rules. Select Remove on the rule if it is wrong. The email was marked as spam. Squad keeps email that the mail provider marks as spam, but it does not wake the teammate for it, does not notify you, and does not log it on your contacts. The message can still be in the inbox. Ask the teammate to read it.
Ask the teammate
The handling instructions leave this email out. Open the inbox settings and read Handling instructions. Teammates follow these instructions. They are guidance only, so Squad does not force them. The teammate’s runs are failing. See Fix a teammate that is stuck or failing.

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A teammate sent something that it should not send

Squad does not have a setting that forces every email to wait for your approval. Teammates can send email directly. To reduce the risk:
  1. Open the inbox settings and make Handling instructions clear. For example, tell the teammate to draft every reply for your review.
  2. Add a block rule for senders or domains that the teammate must not email. Use Add rule on Allow and block rules, and select Mail going out or Replies.
  3. Lower the Daily send cap for that inbox.
  4. For a person or a company that asked not to hear from you, mark the contact do not contact. See Mark a contact do not contact.
You cannot recall an email after it is sent.

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An email is refused because the contact asked not to be contacted

Symptom: a teammate says that a contact asked not to be contacted, or an email that you send or approve does not go out. Cause: the recipient, their company, or the company that owns their email’s domain is marked do not contact on Contacts. Squad refuses every email to a marked contact: a teammate’s email, New email, an approved draft, and a scheduled send. The teammate gets this message: “This contact asked not to be contacted:” followed by the address and the name, then “Remove the address. Do not reach them another way.” Fix:
  1. Remove the address from the email.
  2. To check the mark, open the contact. The page says Do not contact.
  3. Only if the person asked to hear from you again, select Allow contact again. See Mark a contact do not contact.

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A scheduled send fails or does not go out

These rules apply to scheduled sends:
  • The send time must be at least 60 seconds in the future.
  • A scheduled send cannot have attachments.
  • The caps apply around the send time. If the send would break a cap at that time, Squad refuses to schedule it.
  • When an inbox address change goes through, Squad cancels the scheduled sends of the old address. A change that fails keeps them.
The teammate gets one of these messages and passes it on: To cancel a scheduled send, open it in Email and select Cancel send. A scheduled send to a contact marked do not contact is refused, and a new mark cancels the scheduled sends it covers. If it already went out, it stays in Sent, and the dashboard shows no message. A teammate that tries to cancel it is told “This scheduled send has already gone out — it can no longer be canceled.”

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An inbox does not appear after you add it

Symptom: you selected Confirm and pay (the button also shows the monthly price), but the teammate still has no inbox. Its name in Settings > Email > Inboxes and rules shows the card that creates an inbox again. Cause: the charge for the inbox, or the setup of the inbox, failed. Squad then turns the inbox off again. A setup that stopped partway, for example after a restart, ends the same way: Squad checks it later, removes the half-made inbox, and gives the seat back. When the charge fails, Activity shows “Couldn’t add [teammate]’s inbox.” followed by the reason, for example “There’s no active subscription on file. Upgrade on Billing, then try again.” or “The billing change didn’t go through. Check your card on Billing, then try again.” Fix:
  1. Open Activity and read the reason.
  2. If your subscription is not active, or your card was declined, fix it in Settings > Billing and usage > Billing. See Manage your subscription, credits, and workspace data.
  3. Add the inbox again. See Give a teammate an email inbox.
If Squad refuses at once, an error shows on the card that creates the inbox, for example while an earlier inbox of that teammate is still being removed. Wait a few seconds, then try again. If it fails again, email support. On Squad for Mac, the card for a teammate whose inbox setup failed is titled with the teammate’s name and inbox didn’t finish, and says “Setting up the inbox failed, so nothing was charged for it. Check Billing, then try again.”

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The address change or the inbox deletion fails

When a change to an address, or a delete, does not go through, the inbox settings in Settings > Email > Inboxes and rules show an error. Common causes: The “The address didn’t change” messages show in Identity. The old address keeps working, with its rules and scheduled sends. While a change runs, the inbox does not send, and approving a draft fails. Try again in a minute. When the new address is ready but a rule could not move to it, Identity names the rule, and the rules card lists it under Didn’t carry over to the new address. Select Add again to add it to the new address, or Remove to drop it. A rule that is still moving does not show in the list yet.

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An email that you write does not send

When you write an email yourself with New email on the Email page, the window can show:

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Still stuck

Email support@squad.so. Give the inbox address, the time, and the exact error text. See Get help.