Troubleshooting

Find the message shown on the workflow step in Attio, then check the connection, recipient, or delivery settings it points to.

An alert was not accepted

These messages and summaries explain what to do when the step cannot confirm an accepted alert. Some also include a Help link to these docs. {status} is the response number shown by Attio.

Message in Attio	Meaning	What to do
`Email alerts are turned off for this organization.`	Sending is off for this organization.	Ask an organization admin to turn on Send email alerts in Settings, or use Turn on email alerts on Overview.
`Email alerts are paused for all organizations right now.`	Neon Deer has temporarily paused sending.	Try again later.
`Try again after waiting alerts are sent, or cancel alerts you no longer need in Activity.`	The alert could not be accepted while other alerts are waiting.	Wait for some alerts to send or cancel alerts you no longer need in Activity.
`Review the sending preferences for this recipient, or try again later.`	Sending is paused by the preferences chosen for this recipient.	Ask an admin to review the recipient’s sending preferences, or send fewer alerts.
`Email notifications isn't connected to this organization.`	The app is not connected.	Reconnect Email Notifications using its Connections tab in Attio.
`Neon Deer is still setting up this organization. Try again in a minute.`	The organization is not ready yet.	Wait a minute, then retry the same step.
`Couldn't queue this alert (HTTP {status}). Check your Neon Deer connection and email settings.`	Neon Deer did not accept the alert.	Check Connection and Send email alerts in Neon Deer Settings. Contact support if the error continues.
`Could not confirm that this alert was queued. Please try again. If the error persists, contact support@neondeerdata.com.`	The app could not confirm whether Neon Deer accepted the alert.	Retry the same step. A retry does not send a second email. Contact support if it keeps failing.
`Choose an Attio workspace member as the recipient.`	Recipient is not an Attio workspace member.	Choose a member in Recipient, or pass an Attio workspace member from an earlier step. A People record or email address cannot be used.
`Neon Deer sent an unexpected answer (HTTP {status}). Try again in a minute.`	The app could not confirm the result.	Wait a minute and retry the same step. Contact support if the error continues.
`This alert wasn't queued. Check Email Notifications in Neon Deer.`	The alert was refused without a more specific message.	Check the connection, Send email alerts, and sending preferences in Settings, then retry the same step.

Review the connection in Attio → Settings → Apps → Email Notifications → Connections. An organization admin can review Neon Deer Settings and sending preferences.

A retried step refers to an earlier alert

If an earlier alert has ended, retrying the same step shows its outcome. A retry never sends a second email.

Message in Attio	Meaning	What to do
`The alert could not be sent. Check Email Notifications in Neon Deer.`	The earlier alert was not sent.	Open Activity and check the reason. Confirm the recipient is active; contact support if sending is not set up or the refusal persists.
`This alert was canceled in Neon Deer.`	Someone canceled the earlier alert.	Leave it canceled unless the information is still needed. A new workflow run creates a new alert.
`This alert expired before it could be sent.`	The earlier alert waited longer than Keep unsent alerts for.	Review the sending preferences. If the alert is still useful, start a new workflow run.
`The email provider did not confirm the send. Check Email Notifications before sending another alert.`	It is unknown whether the earlier email was sent.	Check Activity and ask the recipient whether it arrived before starting a new run.

Starting a new workflow run can create a new alert. For Send outcome unknown, check with the recipient before doing that.

The step completed, but the email did not arrive

Queued confirms Neon Deer accepted the alert; it does not confirm delivery. An admin should check Activity and the alert's status.

Queued: the alert is waiting to send. Check your organization's sending preferences and its status in Activity.
Not sent: read the reason. Removed or suspended members cannot receive alerts.
Expired: the alert waited longer than Keep unsent alerts for and will not be sent.
Sent to email provider: ask the recipient to check their inbox and spam folder. This status does not prove inbox delivery.
Send outcome unknown: check with the recipient before sending another alert.

Emails come from CRM Workflow Notification at alerts@notify.neondeerdata.com. Add that address to allowed senders or contacts. Ask your email administrator to allow it if company filtering blocks the alerts.

Contact support

Email support@neondeerdata.com with the workflow name, the message shown in Attio, and the alert's status in Activity.