# Troubleshooting Source: https://neondeerdata.com/docs/platform/email-notifications/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](https://app.attio.com/%5F/settings/apps/installed/attio-email-notifications/connections). An organization admin can review [Neon Deer Settings](https://neondeerdata.com/docs/platform/email-notifications/queue-and-settings/#settings) and [sending preferences](https://neondeerdata.com/docs/platform/email-notifications/queue-and-settings/#limits). ## 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](https://neondeerdata.com/docs/platform/email-notifications/queue-and-settings/#statuses). - `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](mailto:support@neondeerdata.com) with the workflow name, the message shown in Attio, and the alert's status in Activity.