One day Trupeo shows a line at the top of the mailbox such as “Trupeo no longer has access to contact@example.org.”, followed by “New emails have stopped arriving.”. Nothing is broken and nothing is lost: the access simply has to be granted again.
What a paused mailbox means
Trupeo reads your mailbox with an authorization you granted when you connected it. When that authorization stops working, new emails stop arriving instead of retrying forever with dead access.
Nothing is deleted. Your conversations, your team notes, who is on what and everything already copied stay in place. The emails that arrive during the pause wait at your email provider.
How you find out
- At the top of the mailbox, right of the column (under the top bar on a phone), that line, with the “Reconnect” button. If it is the connection itself that no longer goes through, it says instead, for example “Trupeo can no longer connect to contact@example.org.”. The list stays whole underneath.
- In the mailbox’s settings, “General” page: the connection is shown as “Cut off”, with “Reconnect”.
- In the mailbox menu, when you have several: the mailbox is marked “To reconnect”.
- By a notification and by email, for every member of the mailbox, even one who set their notifications otherwise: this case always tells you. The email has a Reconnect my mailbox button, and only goes out once per outage. See Set up your notifications.
The usual causes
- The mailbox password changed. The most common cause for mailboxes connected over IMAP, including when an application password was regenerated or revoked.
- The access was removed. Someone removed Trupeo’s authorization in the security settings of the Google or Microsoft account, or an administrator did it for the whole organization.
- The authorization expired. Email providers expire authorizations left unused, or after the account’s password changes.
What keeps working and what stops
Keeps working: everything already in Trupeo. You read emails, search, hand emails over, add team notes, mark emails done.
Stops: new emails arriving. They stay at your email provider and no longer reach Trupeo.
Sending stops too. On a Google or Microsoft mailbox, Trupeo refuses to send and tells you so: “This mailbox is no longer connected, so the email was not sent. Reconnect it and send again.”, with a “Reconnect the mailbox” button. Your text is not lost, but nothing has gone out. On an IMAP mailbox, sending fails as soon as the outgoing server refuses the old password.
Which is why it is worth reconnecting straight away: the longer you wait, the bigger the catch-up.
How to reconnect
Any member of the mailbox can do it. Every “Reconnect” button leads to the same “Reconnect your mailbox” page. It says what happened, recalls what is not lost (“What is not lost”), then what to do. “Later” takes you back to your emails.
Google mailbox. The page explains what will happen at Google: choose the shared mailbox’s account, not your personal one, then tick the box that allows reading and sending emails. Click “Continue with Google”. Trupeo checks the account: pick another one and it refuses, with “We could not reconnect this mailbox. Check that you chose the same account, then try again.” If the box was not ticked, the page says so (“A permission is missing”) and shows what the box looks like at Google.
Microsoft mailbox. The page explains what will happen at Microsoft: choose the account that connected this mailbox, then accept the access Trupeo asks for. Click “Continue with Microsoft”. Check which account the Microsoft page is signed in as before you approve: if another account is already signed in on that browser, Microsoft goes straight through with it. If in doubt, sign out of Microsoft first, or use a private window. If Microsoft says an administrator has to approve Trupeo, ask your Microsoft 365 organization’s administrator.
IMAP mailbox. The page says for example “The mail server refuses the password.”. Under “The new password”, your saved password is kept and not shown: tick “The IMAP password has changed” and type the new one (or the new application password). If the mailbox uses a separate login for sending, a “The SMTP password has changed” box does the same. The server settings are reused as they are: as a rule, nothing to change; “Change” opens them if your email provider changed them (see Connect an IMAP mailbox for where to find them). Finish with “Test connection”, then “Connect and continue”.
After reconnecting
Trupeo fetches the emails again and catches up on what arrived during the pause. There is nothing to re-import by hand. You come back where you were in your emails.
If reconnecting keeps failing with the right account, first check that the mailbox is still reachable from your email provider’s webmail.