Email Delivery Issues

Use this checklist when verification codes, password reset emails, invitations, customer emails, or mailbox sync messages do not arrive.

Start by identifying the email type. Account security emails, customer-facing record emails, and mailbox sync all use different troubleshooting paths.

Account Emails Do Not Arrive

Confirm the email address, check spam and company quarantine, request a new email from Agiled, and ask an admin to confirm the invitation or member record.

Use this path for verification codes, password resets, and invitations:

1. Confirm the user is checking the exact email address on the account or invite.
2. Search spam, promotions, focused inbox, and company quarantine.
3. Request a new email from the relevant screen.
4. Ask an admin to confirm the invite is still pending and has not been accepted by a different account.
5. Try a different sign-in method only if it is already enabled for that user.

Do not send verification codes, reset links, or invitation links to another person. If a different person needs access, invite their own email address.

Customer Emails Do Not Arrive

Confirm the recipient email address, email template, record send status, mailbox connection, and customer spam folder.

For finance, documents, tickets, and booking emails, inspect the source record before resending. Confirm the recipient, subject, template variables, public link, and current status. Resending a stale invoice, estimate, signing link, or booking update can create confusion for the customer.

Send a test or preview when the feature supports it. If the record includes a public link, open that link before resending so you do not send customers to an expired, cancelled, or incorrect page.

Do not resend repeatedly without checking the source record. Multiple copies of an invoice, estimate, signing link, or booking update can create customer confusion if the underlying issue is a wrong recipient or stale link.

Mailbox Sync Fails

Reconnect the mailbox if the provider token expired or permissions changed. Then run sync or backfill again.

If sync still fails, check provider-side security changes. Google and Microsoft accounts can lose access after password changes, admin policy updates, revoked OAuth consent, disabled scopes, or mailbox licensing changes. IMAP and SMTP connections can fail after app passwords, host names, ports, or encryption settings change.

If mailbox history looks incomplete, check whether backfill was limited by date range or provider permissions before reconnecting the mailbox.

Before Contacting Support

Collect:

• The affected workspace and user.
• The email address or mailbox provider.
• The exact email type that failed.
• Whether sending, receiving, sync, or backfill failed.
• A recent record link, such as the invoice, document, ticket, or invite.
• The provider error shown in Agiled, if available.

Also include whether one recipient, one mailbox, or all outgoing email is affected. That detail separates template/record problems from provider or workspace-wide delivery issues.

Safe Resend Checklist

Before resending a customer email:

1. Confirm recipient address.
2. Confirm the record is current.
3. Open any public link.
4. Check the sender mailbox.
5. Review template variables.
6. Add a note if the resend is part of a support investigation.

Related Docs

• Mailboxes Settings
• Connect Gmail Mailbox
• Connect Outlook Mailbox
• Sync and Backfill Mailboxes