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Troubleshoot

Why was a mailbox disconnected?

Troubleshooting Reviewed · not yet fact-checked

In short

Why was a mailbox disconnected in Reply?

A mailbox disconnects when its connection token expires — after security updates, account-setting changes, or a provider forcing re-authorization — when Reply's access is revoked at the provider, or when the provider blocks the account. Check the dot next to the account in Settings, then reconnect; manual SMTP/IMAP accounts must be removed and added back.

Symptom

An email account no longer shows a green dot, sequences sending from it stall, and Reply cannot send emails or check the mailbox for replies. Reply notifies you in three places: an email with the steps to fix it, an entry in the sequence log, and a changed color on the sequence toggle.

Most likely causes

#Cause
1The connection token expired — the token that links Reply to your email account can expire after security updates, changes in your email account settings, or when the email provider requires a re-authorization
2Reply's access was revoked at the provider — for Google accounts, removing Reply under Your connections to third-party apps & services disconnects the mailbox and pauses your outreach
3A Gmail account was reconnected without sending permission — Google no longer pre-selects it, so the sending checkbox must be ticked manually during the reconnect
4The provider suspended the account — Google Workspace and Office 365 block accounts for activity they consider suspicious: unusual sending volumes, recipients marking emails as spam, or your emails being categorized as spam

Diagnostic checklist

  1. Open Settings, Email Accounts, and check the dot next to the mailbox: green means well-connected, red means it needs reconnecting.
  2. Hover over the mailbox. A Reconnect icon means a single-click (provider-authorized) connection; no Reconnect icon means the mailbox was connected manually and must be removed and added back.
  3. Check the provider side: can you log into the mailbox directly? For a Google account, open Manage your Google account, Security, Your connections to third-party apps & services, and confirm Reply still has access.
  4. Look for bounce-back messages that indicate a block. Office 365's block bounce reads: "Your message couldn't be delivered because you weren't recognized as a valid sender." Google Workspace may instead lower your sending capacity to the minimum, which also bounces third-party sends.
  5. Read the sequence Logs tab: Email account disconnected means the connection failed — check server settings, SSL, and ports in the email account settings — while Email account block names a provider-blocked account.

Resolution

Single-click connections — hover over the mailbox in Settings, Email Accounts, click the Reconnect icon, re-confirm the email, sign in, and grant Reply access to the mailbox. Manually connected mailboxes (the Other Provider option) — remove the mailbox and add it back from scratch; see Connect a mailbox.

Gmail — during the reconnect, tick the box next to "Read, compose, send, and permanently delete all your email from Gmail." before continuing. If the permission was skipped earlier, remove all connections for the Reply app in your Google account first, then reconnect from the Email Accounts page.

Google Workspace suspension — a fully blocked account must be restored by your Workspace Admin; Reply has no access until then. If the provider only limited your sending capacity, wait at least 24 hours, then lower sending volumes to the minimum in the account's Safety settings for the next several days before slowly increasing them.

Office 365 block — unblock the account on the Restricted Users page of the Microsoft security portal (or contact Office support), then use Ramp up mode and email delays in the account's Safety settings so volumes grow gradually.

After any reconnect, restart the affected sequences by turning the toggle off and back on.

Verification

A green dot next to the email account means it is well-connected and ready for sending. Reconnected campaigns resume within 15-20 minutes according to your schedule. Your account's historical data is not affected — all previous reports and statistics remain accessible. After a provider block, the system automatically re-sends the bounced steps once the account is resumed in Reply.

Prevention

Do not remove Reply's access in the provider's third-party app settings — that disconnects the mailbox immediately. Keep sending volumes gradual (Ramp up mode and delays) so providers see nothing suspicious, and act on Reply's disconnect notifications — the email, the sequence log entry, and the toggle color — before a full outage builds up. See Sender reputation and Email deliverability.

FAQ

Do I lose statistics or history when I reconnect?

No. The email account's historical data is not affected by reconnection — you can access and view all previous reports and statistics. Sequences resume within 15-20 minutes of the reconnect, following their schedule.

There is no Reconnect icon on my mailbox — why?

The mailbox was connected manually (the Other Provider option) rather than through a single-click provider connection. Manual connections cannot be re-authorized in place: remove the mailbox and add it back with the current credentials. See Connect a mailbox.

I reconnected my Gmail account but sending still fails — what now?

The sending permission was probably not granted. Remove all connections for the Reply app in your Google account settings, reconnect from the Email Accounts page, and tick "Read, compose, send, and permanently delete all your email from Gmail." on the permissions screen before clicking Continue.

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