# Fix email problems

Mail to your support address never arrives, a reply will not send, or a sender looks wrong.

| Symptom or message | Cause | Fix |
| --- | --- | --- |
| Mail to the support address never arrives | Email support was off. Mail that arrives while it is off is discarded | Turn it on under **Channels → Email**. Ask the sender to write again |
| Forwarded mail never arrives | Mail with `Auto-Submitted` other than `no`, or `Precedence` of `bulk`, `junk` or `list`, is dropped. Group and list forwarders can add these | Forward from a mailbox to the exact support address |
| That address already belongs to another organization. Change your slug and try again. | Another organization holds the address this slug gives | Change the slug on **Settings → General**, then turn email on |
| Email support is unavailable. Contact Median support. | Email is not available on this deployment | [Contact Median support](/articles/contact-median-support) |
| A reply on an email conversation will not send, with "Available on Standard and Pro." | Explore plan. Notes still work | Upgrade |
| The reply could not be emailed, followed by a reason | The send failed, for example because the organization is out of credits | Fix the cause, then send the reply again |
| A message is not tied to the customer's signed in account | The mail failed sender checks, so Median could not prove who sent it | Expected. See [Sender verification](/articles/set-up-email-support#sender-verification) |

Setup is in [Set up email support](/articles/set-up-email-support).