Overview
If your inbox stops syncing, messages aren’t sending, or you’re seeing connection errors, reconnecting your inbox will reestablish the connection between Aptly and your email provider.
This is often the quickest way to resolve issues caused by:
- Password changes
- Expired permissions
- Email provider security updates
When Should You Reconnect Your Inbox?
You may need to reconnect your inbox if:
- New emails are not appearing in Aptly
- Messages fail to send
- You recently updated your email password
- Your inbox shows a disconnected or error status
💡 Tip: Reconnecting is a safe first step before reaching out to Support.
How to Reconnect Your Inbox
For Shared Inboxes
- Go to Settings
- Select Help Desk
- Scroll down to inboxes
- Find the inbox you want to reconnect, and click edit.
- Click Reconnect
- Follow the prompts to reauthorize your email account
For Personal Inboxes
- Go to Settings
- Select Personal Inbox
- Locate your connected inbox
- Click Reconnect
- Complete the authorization steps
What Happens When You Reconnect?
When you reconnect your inbox:
- Your connection to Gmail or Outlook is refreshed
- Syncing resumes for incoming and outgoing messages
- No existing emails or conversations are deleted
Troubleshooting Tips
If reconnecting doesn’t resolve the issue, try the following:
- Double-check your login credentials
Make sure you’re using the correct email and password
- Check for multi-factor authentication (MFA)
If enabled, you may need to use an app password
- Review email provider permissions
Ensure Aptly still has access to your inbox
- Reconnect again after updating credentials
Especially after password resets
FAQs
Why did my inbox disconnect?
Inbox connections can expire due to password changes, revoked permissions, or security updates from your email provider.
Will I lose any emails when reconnecting?
No—reconnecting only refreshes the connection. Your existing messages, comments, and history remain intact.
What if my inbox keeps disconnecting?
This may be related to your email provider’s security settings or third-party app limits. Check your provider settings or contact your IT team.
I’m still not seeing emails—what should I do?
Try reconnecting again. If the issue persists, contact Aptly Support for further assistance.