Why did sending stop?
Run this checklist in order when a customer says mail is not going out.
Work down this list and stop at the first item that matches. Most causes show up as a colored banner at the top of the dashboard, and each one comes with a sentence you can pass on.
1. Red banner: the account is suspended
The banner says the account is suspended and outbound sending is blocked. Nothing on the team can send.
What to say: "Sending is paused on our account. We have contacted PostShiba support to resolve it."
Next step: open a support ticket. See How to reach us.
2. Yellow banner: the account is waiting for approval
The banner says the account can only send to its own email until it is approved. Mail to customers is refused with kyc_required.
What to say: "Our account is still being approved, so we cannot send to customers yet."
Next step: anyone on the team can click Request approval on the banner. If the banner shows Request sent, the request is already being reviewed. See Does PostShiba require production approval?.
3. Red banner: one tenant is paused
The banner names a tenant and says its sending is paused by our abuse team. Other tenants on the team can still send.
What to say: "Sending for this account is paused while we work with PostShiba to resolve it."
Next step: click Open a support ticket on the banner.
4. A tenant or cluster your team paused
A Team Administrator can pause a tenant or a cluster themselves. There is no banner for this. The tenant or cluster page shows it as suspended, and its mail is refused.
Next step: ask a Team Administrator whether the pause was intended, and to resume it if not.
5. The sending domain is suspended
Open Domains & Tenants and check the domain in the customer's from address. A suspended domain refuses every send with domain_suspended.
Next step: a Team Administrator resumes the domain. If the domain shows Blocklisted, it is on the Spamhaus Domain Block List. The domain page lists the steps to get it removed, and resuming fails with dbl_listed until Spamhaus clears it. See If Spamhaus lists your domain.
6. Amber banner: the cluster reached its limit
The banner names the cluster, its hourly limit, and how many messages are scheduled and ready. Mail sent over SMTP waits and goes out when capacity opens. Mail sent with the API or HTTP inject is refused with throttled until then.
What to say: "We reached our sending limit for the hour. Mail will go out when capacity opens."
Next step: a Team Administrator can click Change plan on the banner. If capacity boosts are turned on for your account, the banner also shows Boost. See What happens at your cap.
7. None of the above
Look up the customer's address from the search box in the top bar. The problem may be that one address, not the whole account. See Did they get the email?.
The Events page repeats the tenant pause and cluster limit notices above its table, so you can check there too.
Who can fix what
Everyone on the team can see the banners, Events, and recipient lookup, and anyone can request approval or open a support ticket. Only a Team Administrator can resume a domain, tenant, or cluster, change a plan, or buy a boost.