Troubleshooting

“Email or password incorrect”: double-check caps lock. Use Sign in → Forgot password to reset. The reset email is from [email protected].

“Too many attempts, try again later”: you’re rate-limited for a few minutes after repeated wrong passwords. Wait 15 minutes and try again, or reset the password.

Account won’t sync

“Reauthenticate required” (Gmail): Google invalidated the OAuth refresh token. See Reauthenticate an account.

“Sync paused: too many errors”: we backed off because the provider started returning errors (usually rate limits). Open the account row and click Retry now.

“Sync paused: credentials expired” (Outlook, Yahoo, iCloud, Fastmail, any IMAP account): the app-specific password was rotated or revoked on the provider side. Settings → Accounts → [account] → Edit credentials.

Some messages missing: check the sync range in Settings → Accounts → [account] → Sync range. Beta default is 12 months; expand it if you want older mail.

Custom domain issues

DNS verification stuck: see Domain troubleshooting.

Outgoing mail lands in Gmail spam: check SPF/DKIM are both green (Settings → Domains → [domain] → Health). If they are, the issue is reputation - beta senders share a pool. Use a real, expected From address and avoid marketing-style content; reputation will improve over the first few weeks.

Nothing arrives at a custom-domain address: verify MX records point to our receive cluster. Send a test to the address from a different account and check MXToolbox for propagation.

Compose / send problems

“Send failed: sending paused”: your account’s outbound was paused because bounce or complaint rates crossed the reputation threshold. See Usage and quotas for how the reputation guard works, and check the account’s recent bounces in Settings → Accounts → [account].

“Send failed: attachment too large”: per-attachment limit is 25 MB; total per message is 50 MB. Use a file-sharing link for bigger files.

“Draft won’t save”: usually a network blip. Drafts save when you click Save or close the composer; if either fails, retry the save once you’re back online. Copy the body to your clipboard before retrying if you’re worried about losing it.

Mobile app issues

Push notifications not arriving: see Push notifications.

App crashes on open: on iOS, kill and relaunch. If it repeats, force-update to the latest version (Settings → About → Check for updates). If still crashing, email support with your mailbox size and the crash log if available.

“Biometric unlock failed”: a failed biometric prompt drops you to the email + password sign-in screen. See Biometric unlock.

Billing

Card declined: update payment method in Settings → Billing → Payment method. We retry failed charges twice over 7 days and notify you each time.

Need an invoice with extra fields (VAT, company name): Settings → Billing → Tax info. Takes effect on the next invoice.

When to email support

If none of the above help:

Note the time, affected account/domain, and what you expected vs. saw.
Include the diagnostic code from Settings → Support → Generate diagnostics - it’s a one-line code we can look up to find logs tied to your session.
Email [email protected].

Response target: 1 business day during public beta; faster once we’re out of beta.