Overview
If your inbox shows a connection error, messages stop syncing, or emails fail to send, try reconnecting it. This can help after password changes or changes to your email provider’s permissions or security settings. Follow the shared or personal inbox steps below.
How to Reconnect Your Inbox
For Shared Inboxes
- Open Settings.
- Select Help Desk.
- Scroll to the inboxes list.
- Find the inbox you want to reconnect and select its edit control.
- Select Reconnect.
- Follow the prompts to reauthorize your email account.
For Personal Inboxes
- Open Settings.
- Select Personal Inbox.
- Locate your connected inbox.
- Select Reconnect.
- Complete your email provider’s authorization steps.
Check That Reconnection Worked
After completing authorization, return to Aptly and check whether new messages appear. Send a test email to confirm that sending works too. If either still fails, follow the troubleshooting steps below.
What Happens When You Reconnect?
When you reconnect your inbox:
- Your connection to Gmail or Outlook is refreshed
- Check incoming and outgoing messages using the steps above to confirm whether syncing has resumed
- 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
- Complete your email provider’s verification prompts
Complete any verification requested during sign-in. If sign-in is blocked or requires administrator approval, contact your IT team and share the exact error.
- Review email provider permissions
Ensure Aptly still has access to your inbox
- Get help if the issue continues
If you completed reconnection but sending or receiving still fails, use the contact guidance below rather than repeatedly reconnecting.
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.
For Gmail sync-limit errors, see Gmail sync limits.
I’m still not seeing emails—what should I do?
If you completed reconnection but emails still aren’t appearing, contact your dedicated account team. Include the affected inbox address, whether it’s shared or personal, your email provider, the exact error message, and whether sending, receiving, or both are affected. Never include passwords or verification codes.