> ## Documentation Index
> Fetch the complete documentation index at: https://docs.arkata.mt/llms.txt
> Use this file to discover all available pages before exploring further.

# When an email does not match

> What to do when Arkata flags an authority email instead of filing it.

When Arkata cannot tie an email to exactly one project, it flags the email for review rather than guessing. You get a notification, and nothing is filed.

This page covers why that happens and what to do about it.

## Check the obvious causes first

1. **Is the reference in the email?** Arkata reads the reference out of the subject line or the PDF. If your submission did not carry one, there is nothing to match on.
2. **Does the reference on the project match?** Compare the internal reference in the correspondence with the one on the project. A changed internal reference stops matching immediately.
3. **Is the PA reference recorded?** Several email types match on it, and it is the only thing some of them can use.
4. **Is it one of the eight supported types?** Anything else is flagged by design. See [Supported email scenarios](/email-automation/supported-scenarios).

## Which reference each email needs

Different authority emails carry different references, so what is missing depends on the type.

| Email                                           | Matched on                            |
| ----------------------------------------------- | ------------------------------------- |
| Initial Submission Requirements                 | Internal reference                    |
| Request for Information                         | Internal reference, then PA reference |
| RFI Initial Vetting Reminder                    | Internal reference, then PA reference |
| Post Decision Requirements                      | PA reference, then internal reference |
| Development Planning Application Recommendation | PA reference, then internal reference |
| Non-Executable Decision Notice                  | PA reference only                     |
| BCA Method Statement                            | PA reference                          |
| BCA Clearance                                   | PA reference                          |

<Note>
  Non-executable decision notices carry no internal reference at all, so the PA reference must be recorded on the project before one can be filed.
</Note>

## Handle a flagged email

Nothing is lost when an email is flagged. Deal with it the way you would have before: open the email, download the attachment and [upload it to the project](/documents/uploading-documents) yourself, then create a task if the email needs an action.

Then fix the cause so the next one files on its own: record the PA reference on the project, or start quoting the internal reference in your submissions.

## Stop it happening again

<Tip>
  Put your project's internal reference in every submission to the Authority, and record the PA reference on the project as soon as it is assigned. Between them, those two cover every supported email type.
</Tip>

## Next steps

<CardGroup cols={2}>
  <Card title="Project references" icon="hashtag" href="/projects/references">
    Setting and changing both references.
  </Card>

  <Card title="Supported email scenarios" icon="list" href="/email-automation/supported-scenarios">
    Which emails Arkata can file.
  </Card>
</CardGroup>