Why did sending stop?

Run this checklist in order when a customer says mail is not going out.

Work the banners on the customer's account from the top of the page. Each row is a different stop. Send the matching sentence. Do not skip ahead because a later banner is louder.

1. Amber cap banner. It names the cluster, how many messages are scheduled, and how many are ready. Sending is queued, not rejected. REST and HTTP inject still return 429. Tell them mail will go when capacity opens, or an admin can boost or change the plan.
2. Red hold banner. It names the tenant paused by the abuse team. Other tenants on the team can still send. The customer cannot resume this tenant. Tell them to open a support ticket and wait for an operator to lift the hold.
3. Red suspension banner. The whole account is blocked. Outbound sending is off. Tell them the account is suspended and a support ticket is the next step.
4. Yellow approval banner. They can only send to their own email until we approve the account. Tell them to request approval from the banner, or that a request is already in review.
5. Events feed. The same cap and hold facts sit above the table. Processed and Deferred rows are still on the capsule. They have not been rejected.

What to tell the customer

Use the sentence that matches the first banner you see. For a cap: mail is scheduled or ready and will send when capacity opens. For a hold or suspension: sending is paused by our team and a support ticket is the way to resolve it. For approval: they can send to their own email until the account is approved.

Who can do this

Any signed-in member can read the banners and the events feed. Boost and Change plan on the cap banner are admin only. Lifting a hold or a team suspension is an operator action. Approval is an operator action on the KYC queue.