# When mail doesn't go out

> Use the send result and reason code to find out why mail was blocked, and fix it.

Start with the result: the one the agent got, or the result and reason on the console's **Logs › Outbound** tab.

## The result is `denied`

Fix it based on the reason code. Blocked mail isn't retried on its own. After fixing the cause, ask the agent to send it again **with a new idempotency key**: over MCP, pass a new `idempotency_key`; over REST, use a new `Idempotency-Key` header. Retrying with the same key (over MCP, the same arguments) returns the original denial even after the fix.

| Reason | Fix |
|---|---|
| `recipient_not_allowlisted` | Add the recipient to the allowlist under **Email › Outbound**. See [Allowlists and blocklists](https://docs.atmark.ai/en/email/allow-block-lists). |
| `recipient_blocklisted` | Remove them from the outbound blocklist. The blocklist beats the allowlist. |
| `outbound_disabled` | The outbound mode is **Block all**. Save another mode. |
| `org_pending_review` | Operator review is in progress. Sending opens when it's done. See [Operator review](https://docs.atmark.ai/en/get-started/beta-and-review). |
| `org_owner_paused` · `agent_not_active` | The organization or agent is under an emergency stop. See [Emergency stop](https://docs.atmark.ai/en/email/emergency-stop). |
| `rate_limit_per_minute` and similar | A limit was reached. See [Sending limits](https://docs.atmark.ai/en/email/limits-and-deliverability). |
| `suppression_list` | The address has a history of bounces or spam reports. Check the address. |
| `daily_send_limit` | The organization's daily sending limit was reached. For new organizations it rises over the first weeks after the first send. Send later. |
| `plan_daily_cap` | The plan's daily recipient limit was reached. Send tomorrow. Payments aren't open during the beta, so you can't upgrade yet. |

More common reasons are in [Error codes](https://docs.atmark.ai/en/api/errors#reasons).

## The result is `pending_approval`

The agent is on an old outbound mode. Approve from the link in the email sent to the primary owner. The agent should wait, not resend. See [Approvals](https://docs.atmark.ai/en/email/approvals).

## The result is `sent` but it never arrived

- Ask the recipient to check their spam folder.
- Open the record in **Logs › Outbound** and check its delivery events (delivered, bounced, reported as spam).

## A reply is blocked

Replies follow the outbound policy too. In allowlist mode, the person you're replying to must be on the list.

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Source: https://docs.atmark.ai/en/help/troubleshooting-sending · Last updated 2026-09-27