Track outgoing mail
Follow a message in the Outbox, understand delivery-failure notices, and hold, release or stop outgoing mail as an administrator.
When you send a message, it is queued and then delivered. Most messages leave within moments and move straight to Sent. The Outbox shows any message that is still waiting, has been paused, or could not be delivered, so you can see what happened to it.
Check your Outbox#
- Select Outbox in the sidebar. The number beside it counts messages still waiting for delivery.
- The tiles at the top count your messages in each state.
- Each row shows the subject, the recipients, the state, how many attempts have been made, the next try or other delivery details, and when it was queued.
| State | Meaning |
|---|---|
| Pending | Waiting for delivery, or waiting for the next try after a temporary problem. |
| Sending | Being delivered now. |
| On hold | Paused by an administrator. It will not leave until released. |
| Failed | Delivery stopped after repeated attempts, or the receiving side refused it for good. |
| Cancelled | Will not be delivered. |
Delivered messages do not stay in the Outbox; they appear only in Sent. Use Refresh to update the page, and Search mail to find a recipient, a subject or a delivery error.
When a message cannot be delivered#
If delivery fails, a notice arrives in your Inbox from Mail Delivery, with a subject starting Delivery failed: and the addresses that failed. It explains what the receiving side said.
What to do:
- Read the reason in the notice or in the Outbox row.
- Check the address for spelling mistakes.
- If the address is right, contact the person another way, or try again later.
For administrators: hold, release or stop outgoing mail#
Administration › Outgoing delivery lists every message from your organisation that is waiting, held or failed, with From, To, Status, Next try and Problem.
- Open Administration and go to Outgoing delivery.
- On a row, choose:
- Hold to pause a waiting message.
- Release to let a held message go on the next delivery pass.
- Terminate to cancel a message for good. Confirm the question.
When the table says All mail is delivered, nothing is waiting.
Use Hold if someone sent a message by mistake and you want time to decide, or if an account may be misused. Use Terminate when a message must never be delivered, for example one sent to the wrong group.
Good to know#
- A temporary problem at the receiving side makes the message wait and try again by itself. You do not need to send it again.
- Messages to an address on your organisation's suppression list are not sent; see Sending limits and good sending practice.
- The JPX Mail app also has an outbox showing messages that are pending, sending, on hold or failed.
Troubleshooting#
| What you see | What to do |
|---|---|
| A message stays Pending for a long time | Check the delivery details on the row. It will keep trying by itself; if the problem is with the address, correct it and send again. |
| Failed with a reason about the recipient's mailbox being full or not existing | Contact the person another way and check their address. |
| A delivery-failure notice mentions the suppression list | The address bounced or complained before. See Sending limits and good sending practice. |
| A message shows On hold | An administrator paused it. Ask them to release it. |
