Problem
Emails are not being sent from sandbox or UAT environments. This commonly occurs after a sandbox refresh or new sandbox creation.
What We Found
The ‘Enable Emails in Sandbox’ setting in Kaptio App Settings was not checked. By default, this setting is disabled in sandbox environments to prevent accidental emails being sent to real customers.
Solution
- Navigate to Setup > Custom Settings
- Find ‘App Settings’ and click ‘Manage’
- Click ‘Edit’ on the App Settings record
- Check the ‘Enable Emails in Sandbox’ checkbox
- Click Save
- Retest email sending to confirm it works
Notes
- This setting resets to unchecked after every sandbox refresh
- Customers can perform this configuration themselves - no Kaptio support access required
- This affects all email types including supplier booking requests and customer communications
Warnings
⚠️ Only enable this in sandbox environments where you want emails to actually be sent - be careful not to send test emails to real customers
Source: KHELP-12364