When Reply loses access to an email account, the system cannot send emails or check your mailbox for replies. The reason for this is the expiration of the connection-token. Let's have a look at this in detail!
About the connection-token
A connection token links Reply to your email account. This happens when you add a mailbox to your account, allowing access to your email provider. The token must be active for Reply to send emails and handle your sequences.
Reasons for the expiration
A connection token for your email account may expire for a few reasons. Here are some of them:
security updates;
changes in your email account settings;
the email provider requires a re-authorization;
When this happens, you need to reconnect your mailbox to ensure everything works smoothly.
Steps to fix
Once your connection-token has expired, Reply will send you an email and notification with the steps to fix it. Here is also a detailed guide on the steps you need:
Open the Email Accounts tab of your Settings;
Hover over your mailbox;
Click the Reconnect icon on the right:
Re-confirm the email;
Sign-in to Reply:
Grant Reply access to your mailbox:
Done!
If you see a green dot next to your email account, it means it is well-connected and ready for sending now.
💡 Important: These steps work only for single-click email account connections. If you use the Other Provider option, you need to delete the mailbox and add it back from scratch.
Steps to check Reply's access
It is possible to check what Reply can access through your email account's settings. Here is how you may check it for the GSuite mailbox:
Click on your profile's icon;
Choose Manage your Google account;
Go to the Security tab;
Move to the Your connections to third-party apps & services section:
Find Reply and check whether the access is granted.
💡 Important: if you remove access, the mailbox will be disconnected. It means your outreach in Reply will be paused.
Connection notifications
Reply sends notifications to let you know there are problems with the mailbox. Here is where you can find those:
Your Inbox - you can find the email in the Inbox on the provider's side:
Sequence log - there is a notification in the sequence log:
Sequence toggle - the toggle's color will change to orange:
That is it! If you have any questions left, feel free to reach out to our Support team in chats or at [email protected].