One day Trupeo shows “Reconnect your mailbox” above your conversation list. 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, syncing pauses instead of retrying forever against dead access.
Nothing is deleted. Your conversations, internal notes, assignments and the whole history already imported stay where they are. The message says as much: “Trupeo lost access to this mailbox. Reconnect it to resume syncing.”
The usual causes
- The mailbox password changed. This is the most common cause for mailboxes connected over IMAP, including when an application password was regenerated or revoked.
- Access was removed. Someone deleted 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. Providers expire authorizations that go unused, or after the account password is changed.
What still works and what stops
Still works: everything already in Trupeo. You read conversations, search, assign, add internal notes, mark as handled.
Stops: new messages arriving. They stay at your provider and no longer come into Trupeo. Sending is likely to fail too, because it uses the same access that has just stopped working. Nothing blocks you from writing a reply, so check that it really went out before you count on it.
Which is why it is worth reconnecting straight away: the longer you wait, the bigger the catch-up.
How to reconnect
The “Reconnect mailbox” button sits in two places: on the banner above the conversation list, and in Settings, General tab, “Connection” section.
Google mailbox. Click “Reconnect with Google”, then sign in with the same account as the first time. Trupeo checks it: pick another Google account and it refuses, with “We could not reconnect this mailbox. Check that you chose the same account, then try again.”
Microsoft mailbox. Click “Reconnect with Microsoft”, then sign in. Check which account the Microsoft page is signed in as before you approve, because Trupeo does not check it for you here. If a different account is already signed in on that browser, Microsoft goes straight through with it, and Trupeo would start syncing that person’s mailbox into your shared inbox. Sign out of Microsoft first, or use a private window, if you are not sure.
IMAP mailbox. You get the connection form back, with the mailbox address already filled in. Read the four server fields before you touch anything: the two hosts may come back empty, and the two ports never do. They come back pre-filled with the standard values, 993 and 465, which are not necessarily yours: a mailbox that sends over 587 will show a plausible, wrong 465. Correct whatever does not match, and enter the password again (or the new application password). They are the same values as at the first connection: see Connect an IMAP mailbox for where to find them at your provider. Finish with “Test connection” and “Sync and continue”.
After reconnecting
Trupeo restarts the sync where it stopped and catches up on what arrived during the pause. There is nothing to re-import by hand, and you land back on the “To sort” view to see what is waiting.
If reconnecting fails several times in a row with the right account, first check that the mailbox is still reachable from your provider’s webmail.