Find and fix a blocker
Start with the record's current status, not another send attempt.
My reminder has not sent
Check Upcoming follow-ups and the invoice's Follow-ups tab:
- Is a sequence actually activated—not just published?
- Is it paused, cancelled or disabled?
- Is an AI draft waiting for approval?
- Has its planned time arrived in the sequence timezone and sending window?
- Is the invoice still active, unpaid and free of collection holds?
- Is the billing contact allowed and the mailbox connected?
If these look correct, ask your administrator to check background processing. Past steps at activation are skipped, not sent immediately.
Accepted, but no email arrived
Check the recipient address, spam folder and provider delivery logs. Acceptance does not prove delivery. New sending domains may need provider-side SPF, DKIM and DMARC setup. Ask the email/domain administrator rather than repeatedly sending test messages.
The result is uncertain
Do not resend blindly. Check provider evidence and record a review from message details if you have access. SMTP may not save a Sent copy; absence there is not proof that nothing was sent.
Gmail or SMTP will not connect
Check the selected workspace and your permissions. For Gmail, review Google approval and any account restrictions. For SMTP, confirm host, port, encryption, username and mailbox/app password with the provider. Never post credentials in screenshots or support messages.
My balance did not change
Check that the payment is verified and allocated to this invoice in the same currency. An unverified payment claim does not reduce balances. See Payments.
My AI draft cannot be approved
Read its stale reason. Regenerate after checking current invoice details. Save unsaved edits and preview the new revision. Check workspace AI consent and your permissions. A sequence draft also needs an eligible sequence, mailbox and sending window.
An action says the allowance is reached
Read the counter beside it. Ask the workspace owner to review Billing & usage, or free the relevant capacity. AI requests also need enough credits for the specific action. Understand plan limits.
A page or button is missing
Confirm the workspace and ask an administrator about your role or customer assignment. Do not switch accounts to bypass access restrictions.