Email channel troubleshooting

Use this runbook when email is not arriving, sending, or verifying as expected.

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1. Hosted address cannot be created

Symptom: The local part is rejected or already taken

Try:

1. Use letters, numbers, and . _ + -. Do not start or end with a period.
2. Choose a different local part if the address is already reserved, including retired hosted addresses.
3. Create the channel only when you click Create email channel. Previewing a suggestion does not reserve it.

2. Custom channel stays in pending setup

Symptom: Inbound redirect or outbound authentication is not verified

Check:

1. The mailbox redirects (preferred) or forwards to the exact Landed destination shown in settings.
2. You did not email the Landed destination directly. Verification needs mail that still shows your workspace address in To.
3. DKIM and SPF records match the values Landed listed. Wait for DNS, then click Retry verification.
4. You did not move the domain MX to Landed. Custom setup must coexist with your existing mailbox provider.

3. Customer email does not create a conversation

Symptom: You expected a new Inbox thread

Check:

1. The email channel is Active, not paused, retired, or pending setup.
2. The customer wrote to the channel address, not only to a copied teammate.
3. If the channel is paused or retired, open Channel activity in settings. Mail is saved there for admins and does not create a conversation until the channel is Active again.

4. Reply does not send

Symptom: The admin reply stays queued, bounced, or failed

Try:

1. Confirm the email channel is Active. Paused and retired channels cannot send.
2. Open the delivery status on the reply for a short explanation. Use Technical details only when you need the exact error code.
3. Remove or replace attachments larger than 24 MB total.
4. Keep at least one external recipient. Workspace admin addresses and the channel address are stripped so internal mail is not leaked.

If delivery is uncertain, Landed retries the same reply. It does not send a second copy through another service.

5. Cannot retire an address

Symptom: Retire is blocked

Close or resolve open and snoozed conversations on that email channel first. Choose another fallback address before retiring the current fallback. Pause if you need to stop mail immediately without deleting history.

6. Original email or headers are missing in Inbox

Symptom: You need the raw message for investigation

Open the original-email view on the conversation message. Raw content, headers, and delivery metadata stay in admin-only tools. They are not shown to customers and are not part of the synced inbox fields.