When a mailbox stops working, it shows an amber Reconnect button on the Email Accounts tab. Who can do this: the person who connected the mailbox. A mailbox is an email account you connect to JournoFinder. The usual cause is that JournoFinder's access to it was removed or has expired.
Check the mailbox status
What you see: We check every mailbox about once an hour. This table lists the status each mailbox can show on the Email Accounts tab.
Status | What it means |
“Connected” | The mailbox works. |
“Connecting” | The mailbox is still being connected. |
“Not checked” | The hourly check has not run yet. This is not an error. |
Reconnect (amber) | The mailbox needs you to reconnect it. |
Under the mailbox address, the line changes to one of these:
“Not sending or receiving · stopped 3 days ago”
“Will stop working shortly”
When you open the mailbox, an amber banner says the same thing.
Why it happens: JournoFinder can no longer sign in to the mailbox. For an IMAP / SMTP mailbox, the password may no longer work, or JournoFinder cannot reach the mail server. “Will stop working shortly” means JournoFinder needs updated permissions. That mailbox still sends until it stops.
How to fix: Reconnect the mailbox, using the steps for its type in the next two sections. Reconnecting keeps its email history and campaigns.
Reconnect a Gmail or Outlook mailbox
In the sidebar, under Outreach, click Campaigns.
Go to the Email Accounts tab.
Click the amber Reconnect next to the mailbox. You can also open the mailbox and click Reconnect account.
Sign in to Google or Microsoft with the same email address.
Gmail only: on Google's permission screen, tick the Gmail box, then click Continue.
If the sign-in fails, see Fix "That connection didn't complete" when connecting a mailbox.
Reconnect an IMAP / SMTP mailbox
On the Email Accounts tab, click the amber Reconnect next to the mailbox. The “Reconnect mailbox” window opens.
In Password, enter the mailbox's current password or a new app password.
Click Reconnect mailbox.
For app passwords, see Connect another email provider with IMAP and SMTP.
Check campaigns that show "Error"
What you see: In Campaigns, the campaign shows “Error”. On the campaign's Overview tab, the headline says “Sending account disconnected. Reconnect and resume.” A red banner on every campaign tab says:
“Sending stopped. This campaign's mailbox can't send. Pick a working mailbox in Settings, then resume.”
Why it happens: The campaign's only mailbox stopped working. We stop the campaign. The email we were sending at that moment is marked as failed and does not send again. Every other email still to send waits.
How to fix:
Reconnect the mailbox.
Click Resume on the red banner.
To send from a different mailbox instead:
Go to the campaign's Settings tab.
Under Send from, tick a working mailbox.
Click Save changes. In the “Save 1 change?” window, click Save changes again.
Click Resume on the red banner.
Follow-ups that were due to send from the stopped mailbox still wait for it. A follow-up must stay in the same email thread, so it cannot move to another mailbox.
If no mailbox on the campaign works, you see “Could not resume” with this message:
“At least one sending account must be reconnected before resuming. Please reconnect any email account and try again.”
Check follow-ups waiting on one mailbox
What you see: On the campaign's Overview tab, an amber banner says “3 follow-ups waiting on name@example.com”, with “Needs reconnecting. Follow-ups can’t switch mailbox mid-thread.” The number and address are your own.
Why it happens: One of the campaign's mailboxes stopped. The first email to each recipient moves to your other mailboxes. Follow-ups wait for the mailbox that sent the first email.
How to fix:
Click Reconnect on the banner. For an IMAP / SMTP mailbox, reconnect it from the Email Accounts tab instead.
After you reconnect, the follow-ups send and the banner goes away.
Check your email for disconnect alerts
We email the person who connected the mailbox when it stops working. The first email arrives about 15 minutes after we find the problem. Its subject is “Action required: reconnect your email account”.
Reminders starting “Still disconnected:” follow about 1, 3 and 7 days later. We send 4 emails at most. Click Reconnect account in the email to open the mailbox.
If several of your mailboxes stop at once, one email lists them all.
If the mailbox sends for a campaign with more than one mailbox, the campaign's owner also gets this email:
“Action needed: name@example.com disconnected from your campaign”
We send it at most once a day for each campaign. Follow-ups from that mailbox still wait until you reconnect it.
Check the Unibox reply box
What you see: In the Unibox (your shared inbox in JournoFinder), the reply box says “Email account disconnected” and “Your email account is disconnected. Reconnect in Settings to send replies.” In the list of mailboxes, the mailbox shows “Disconnected”.
Why it happens: You cannot reply from a mailbox that has stopped working. You can still read emails that arrived before it stopped.
How to fix:
Click Reconnect in Settings. It opens the Email Accounts tab, where you reconnect the mailbox.
Note: The Unibox does not use the hourly check. It can show a working reply box for a mailbox that needs reconnecting. Check the Email Accounts tab to be sure.
Check a teammate's shared mailbox
What you see: On the Email Accounts tab, under “Team accounts”, the mailbox says “Not sending or receiving. The owner needs to reconnect it.”
How to fix: Ask the teammate who connected the mailbox to reconnect it. Only they can.
Still not working?
If the mailbox still shows Reconnect after you reconnect it, contact support. Send us:
the mailbox address and provider
the campaign name, if a campaign stopped
the exact text under the mailbox
a screenshot of the mailbox page
the time you tried to reconnect