Troubleshooting

Notification emails aren’t arriving

  • Confirm Craft’s email settings work (send a test email from the control panel).
  • Pigeon sends through the queue — make sure it runs. In production, run php craft queue/run on a schedule or as a daemon.
  • For new guest threads with no assignee, set Support notification recipients in settings (otherwise it falls back to your system email).
  • Check that the recipient hasn’t turned off notifications for that thread.

No nav badge or dashboard widget

  • The badge counts pending support threads — if nothing is awaiting a reply, it won’t show.
  • Ensure the user has the Access Pigeon (or Manage threads) permission.
  • Add the “Pigeon Inbox” widget from the dashboard’s ＋ New widget menu.

Attachments won’t upload

  • Set an Attachment volume in settings — uploads are disabled until you do.
  • Check the file’s extension is in the allowed list and within the max size.
  • Make sure your form has enctype="multipart/form-data" and a name="attachments[]" input.

Can’t start a direct (user-to-user) thread

  • Direct messages need a multi-user Craft edition (Team or Pro). On Solo, use the guest support inbox instead.
  • Confirm Allow user-to-user threads is enabled and the recipient resolves to a real user.

A guest says their link doesn’t work

  • Links expire after the configured lifetime (30 days by default, from last activity). Ask them to use the link in the most recent email, or the “request a new link” form.
  • Each email mints a fresh link; older links for the same guest may have been superseded.

Front-end unread count never changes

  • craft.pigeon.unreadCount() only counts threads the current logged-in user participates in; it’s always 0 for anonymous visitors.
  • Opening a thread view marks it read for that user — counts update on the next request.