16.5Troubleshooting notifications

Last updated 9 October 2026

Symptom	What to check
Nothing is sent, and History shows Skipped	No email provider is active. Activate one on the Email Provider page
Nothing is sent, and History shows nothing	The rule is switched off or has no recipients (look for the warning on the Rules page), or, for Operation Executed, the operation is not selected. For per-directory recipients, check the rule under This directory with that directory selected
History shows Failed	Read the error on the row. Common causes: wrong SMTP credentials or port, TLS setting mismatch, Graph app missing `Mail.Send` admin consent, sender mailbox not licensed, Google delegation scope missing
A directory team is not told about its directory	Check the rule under This directory with that directory selected, and that the type supports per-directory recipients
An approver's link says they cannot decide	They must sign in with the account the email was addressed to, and hold `operations:approve` for that directory
A template cannot be saved	A required placeholder was removed; the editor names it
No account limit email arrives	Check on the Licence screen that the licence has an account limit (it says "no limit" otherwise) and that the count has reached a threshold. Check that the rule is switched on and has recipients. Each level is emailed once, and again only after the count has dropped at least 5 percentage points below it. Once the limit is reached, only Account Limit Reached is sent while that rule is on
Password reset emails do not arrive	Check History for the recipient; the reset form never reveals whether an account exists, so the platform's answer on screen is the same either way

Last updated 9 October 2026