Troubleshoot email support
Updated September 20, 2026 · 2 min read
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Use this guide to fix common email support problems.
Setup problems
Problem | What to do |
Email support requires the Essential plan. | Upgrade in Settings → Billing. |
Choose an active intake team. | Pick a team that isn't archived, or create one in Settings → Teams. |
This email domain is already connected to another workspace. | Disconnect it in the other workspace, or use another domain. |
DNS records are not verified yet. | Check each record matches exactly and wait up to an hour. See Add DNS records for email. |
Still waiting for the automatically forwarded verification email. | Check the forwarding rule is on, then select Resend verification email. See Set up and verify email forwarding. |
This support email can no longer be changed here. | The address is already active. Use Replace email address. |
Customer emails aren't creating requests
Go to Settings → Email and confirm the status is Active.
Check the forwarding rule in your mailbox is still turned on. Rules are sometimes removed during mailbox changes.
Check the email wasn't caught by your mailbox's spam filter before forwarding.
Check the intake team is still active.
Customer replies aren't appearing on the request
Replies are matched to the original conversation. If a customer starts a brand new email instead of replying, it creates a new request. Check the Requests list for a new request from the same contact.
Replies aren't reaching customers
Check the contact's email address is correct.
Look for This message could not be delivered. on the message.
Ask the customer to check their spam folder and add your support address to their contacts.
Confirm your Supahelp DNS records are still in place. Removing them can affect delivery.
I can't send email from a request
Your workspace needs an active support email.
The request needs a contact with an email address.
If your support email is in its read-only grace period, sending is turned off.
Zoho asks for a verification code
Zoho sends a code to the Supahelp forwarding address. Contact Supahelp support and we'll retrieve it for you.
Microsoft 365 blocks forwarding
Microsoft 365 can block automatic forwarding to external addresses. Ask your Microsoft 365 administrator to allow automatic external forwarding for your support mailbox.
Still stuck?
Send us a request with your support address, your mailbox provider, and a screenshot of Settings → Email.