> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bouncebox.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What each status means and how to fix failed deliveries, blocked emails, and skipped senders.

## Status chips and what to do

| Chip              | Meaning                                                                                | What to do                                                                         |
| ----------------- | -------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- |
| `PROCESSING`      | Extraction and delivery are running.                                                   | Wait for `COMPLETED`.                                                              |
| `COMPLETED`       | Extracted and delivered.                                                               | Nothing.                                                                           |
| `AWAITING REVIEW` | Held for approval (review-first mailbox).                                              | Click **Approve & send**.                                                          |
| `FAILED`          | Extraction or delivery failed.                                                         | Check the delivery log; for webhooks, run the checklist below.                     |
| `QUOTA BLOCKED`   | Processing is blocked: monthly limit reached, trial expired, or subscription inactive. | Check Billing: upgrade, reactivate, or wait for the monthly reset, then reprocess. |
| `SKIPPED`         | Sender not allowed, or the mailbox is paused.                                          | Add the sender to the mailbox's allowed senders, or turn **Receiving** back on.    |

## 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 endpoint must be a public URL (HTTP or HTTPS). Localhost, staging behind a VPN, and private addresses don't count.
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](/configuration/webhooks). Rejected signature checks that return `4xx` stop retries immediately.
4. **No `4xx` responses** — a `4xx` fails delivery on the spot without retry. Fix the endpoint, then click **Redeliver** or **Reprocess**.

## Reprocess is unavailable

Reprocessing re-runs extraction from the stored raw email. 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.

## Emails marked `SKIPPED`

Either the sender isn't on the mailbox's allowed-senders list, or the mailbox's **Receiving** switch is off. 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.

## Emails marked `QUOTA BLOCKED`

Processing is blocked because the workspace hit its monthly email limit, the trial expired, or the subscription is inactive — a hard stop, never an overage charge. The workspace owner was emailed a pointer to Billing. Fix the billing state (upgrade, reactivate, or wait for the monthly reset), then reprocess.

## 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](/billing/manage-subscription).