# Troubleshooting and FAQ Common questions and what to check when something looks off. Source: https://jade.email/help/troubleshooting/ Quick answers to questions that come up most. The rest of the help center has the long-form explanations; this page is for "I just need to know X." ### An email I expected didn't arrive. What should I check? First, check the domain under Settings → **Domains**. If **Receiving** isn't ready, mail to that domain isn't being delivered to Jade yet, and the MX record is the one to check. Once that's clear, look under Settings → Inboxes for the address. If the inbox doesn't exist, mail to it has either not arrived yet or never reached Jade's servers. The sender's outbox will tell you whether their server got a delivery error. A few lower-likelihood reasons: the sender's server may have rejected your domain because it's freshly verified and has no reputation yet (give it a day), or the address has a typo somewhere along the chain. Also open [Quarantine](https://jade.email/help/quarantine.md) in the sidebar. Mail that failed a security check is held there silently and appears nowhere else. With screening on, mail to a new address waits in [Screening](https://jade.email/help/screening.md). ### I set up forwarding but nothing arrives at the other address Forwarding sends from your own domain, so the mail has to arrive on a domain that can send. Check under Settings → **Domains** that the domain the mail came in on shows **Sending** as ready. Then check the spam or junk folder at the destination, because a forwarded copy can land there. Forwarding is also unavailable on trial accounts and for mail received on a trial domain, so both a paid plan and a paid domain are required. Forwarding can also be turned off for everyone; when it is, rules don't forward and the **Forwarding** settings page shows that it isn't available. See [Rules and rule sets](https://jade.email/help/rules.md#forward-to). ### Where do new emails go? Into the inbox for the address they arrived at, then through the rule chain that's attached to that inbox. The rules decide what category the email lands in. You'll see the email in three places: the Everything view (unless its category is hidden), its category's view in the sidebar, and the inbox's own view (click the inbox anywhere it appears as a link). ### How do I unsubscribe from a sender? When an email carries a standard unsubscribe header, Jade shows an **Unsubscribe** button on the email, next to the inbox name; use it to unsubscribe from that one sender. To unsubscribe automatically on future mail, add a rule with the **Attempt to unsubscribe** action, described in [Rules and rule sets](https://jade.email/help/rules.md). ### What's a bounce, and when should I use one? Bouncing means rejecting an email and sending a "this address doesn't exist" response back to the sender. Use it when you want a sender to think the address you gave them is dead. Two important catches: bounce only works within 24 hours of an email arriving, and after that the bounce request is silently skipped. And bouncing is loud: a legitimate sender will see it, may tag the address as undeliverable in their systems, and may stop trying. ### Deleted an email by mistake? Open Trash in the sidebar and restore it. Deleted mail waits there for 30 days before it's permanently removed. The restored email returns marked as read, with its category and inbox intact. See [Trash and archive](https://jade.email/help/trash-and-archive.md). ### What happens if I delete a category? Nothing is destroyed: existing mail keeps its tag, and only the category itself goes away, so it drops out of the sidebar. [Categories](https://jade.email/help/categories.md) covers what to do about rules that still point at it. ### Can I use Jade with my regular mail client? Yes. Settings → **IMAP Users** generates an app-specific password for any IMAP-capable client, scoped to one inbox by design. There's no account-wide credential that exposes every inbox at once. See [Settings](https://jade.email/help/settings.md#imap-users) for setup and connection details. ### Are my emails encrypted? Mail is encrypted in transit between Jade and other mail servers using standard TLS, like every other email system. At rest, email content is stored encrypted. What Jade does **not** offer: end-to-end encryption between sender and recipient (like PGP). Email itself doesn't have meaningful end-to-end encryption baked in, and Jade doesn't add a layer on top. ### Why does the same color show up on emails from different senders? Color comes from the email's category, not from the sender. If two senders end up in the same category, say both are tagged Receipts by your rules, they share the color. That's the point of categories; the color tells you what kind of mail it is. If you want a specific sender to look distinct, give them their own category and a unique color. ### Search isn't finding an email I know exists. Most often the filter row is scoping the search: a search runs within the active inbox and category selection, so clear the filters to search everything. If a common term still misses, a more specific term or an operator like `from:` narrows it. [Reading and managing email](https://jade.email/help/reading-email.md#search) covers search scope and operators. ### Can I send the same address to multiple senders? Technically yes. You control what local part you hand out, and a single inbox can receive mail from anyone who knows the address. But this works against the design. Jade is most useful when each address goes to one sender; a leak is then traceable, and an unsubscribe is then surgical. Reusing an address across senders gives back the property you were trying to gain. ### What does "stop after this rule" do, exactly? It halts rule evaluation for this email: the stopping rule's own actions still run, but rules below it in the chain don't. [Rules and rule sets](https://jade.email/help/rules.md) covers ordering and when to reach for it.