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Status chips and what to do

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Webhook delivery failed

If the delivery log shows FAILED (or stuck RETRYING) on a WEBHOOK row, check in order:
  1. Reachable from the internet — the URL must be a public HTTPS URL. Plain HTTP, localhost, staging behind a VPN, and private network addresses are rejected.
  2. Responds 2xx within 10 seconds — slow endpoints time out; a timeout counts as a failed attempt and is retried (about 1s, 4s, 9s, 16s backoff).
  3. Signature verified correctly — compute HMAC-SHA256 over the exact raw body and compare to X-BounceBox-Signature; see Webhooks. Rejected signature checks that return 4xx stop retries immediately.
  4. No 4xx responses — a 4xx fails delivery without retry. Fix the endpoint and inspect the current email status before using the available action. Reprocessing performs a fresh extraction from retained source input; it is not a resend of a previously approved result.

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Reprocess is unavailable

Reprocessing re-runs extraction from the stored raw email and is available through the assistant (it calls reprocess_email); there is no inbox button for it. Once the retention sweep has removed the raw email — 14 days after arrival on Starter, 30 days on Pro and Custom — it’s gone and the inbox shows “Raw email was not retained”. The extracted result and delivery log remain, but the email can’t be re-run. Forward the original email again instead.

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Emails marked SKIPPED

Either the sender isn’t on the mailbox’s allowed-senders list, the mailbox’s Receiving switch is off, or triage judged the email as non-document content — newsletters, marketing blasts, or content unrelated to what the mailbox extracts. Add the exact address (e.g. billing@acmesupplies.com) or the whole domain (e.g. @acmesupplies.com) in the mailbox editor, or turn Receiving back on. For custom mailboxes, triage judges against the mailbox’s extraction purpose (its Instructions for the model), not just orders and invoices — if relevant mail is being skipped, make sure the instructions describe the content you expect.

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Emails not processed because of your plan

TRIAL ENDED, LIMIT REACHED, PAYMENT FAILED, and PLAN INACTIVE mean the email arrived while your workspace couldn’t process email. It’s a hard stop, never an overage charge. The email’s detail view explains the cause and links to Billing, and a quota notification names the cause (see Notifications). Fix the billing state (choose a plan, upgrade, update payment details, or wait for the monthly reset), then ask the assistant to reprocess the email. If you already chose a plan and still see TRIAL ENDED:
  • Card subscription (web or Android) — open Billing on the web dashboard or reopen the mobile app. Both re-check your subscription with the payment provider, as does the next email that arrives.
  • App Store subscription (iPhone) — tap Restore purchases on the Billing screen in the iPhone app to re-sync it with Apple.

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Processing paused with a payment banner

PAYMENT FAILED — processing is paused means the last charge didn’t go through. Open the customer portal from Billing (Open portal), update the payment method, and processing resumes. See Manage your subscription.