Why did my mailbox disconnect, and how do I reconnect it?
A mailbox shows Disconnected when Warmerly can no longer sign in to it. The usual reasons are a changed password, a deleted or revoked app password, or a Microsoft sign-in that was revoked or expired. To fix it, open the mailbox from Accounts and click Reconnect. Nothing is lost while it is disconnected.
What a disconnected mailbox means
- On Accounts, the mailbox shows a Disconnected status and a red Reconnect badge.
- Warmup and campaign sending from that mailbox stop until you reconnect it. Your campaigns themselves are not paused, and other mailboxes keep sending.
- Warmerly usually raises an alert titled "Reconnect needed" and includes it in your alert email (unless you have turned alert emails off).
Warmerly only marks a mailbox disconnected after repeated failures (for example three refused logins in a row), so one blip does not trigger it. If the mail server was only unreachable, Warmerly keeps retrying on its own every 30 minutes. A wrong password is never retried, because it will not fix itself.
Steps to reconnect
- Go to Accounts and click the mailbox.
- Click Reconnect at the top of the mailbox page.
- What happens next depends on how the mailbox was connected:
- One-click sign-in (Microsoft 365, Outlook.com, Hotmail): you are sent back to Microsoft's sign-in screen. Sign in with the same address and accept every permission.
- App password or SMTP/IMAP: Warmerly first tries your saved details again. If they still work, you will see "That mailbox signs in fine" and you are done. If not, a Reconnect window shows the mail server's reason and asks for the Mailbox password. You can also open Change server settings to fix a host or port.
- OneMail and the free mailbox: Warmerly issues a new mail password itself. You are never asked for one.
- Click Reconnect in the window. Warmerly signs in to both SMTP (sending) and IMAP (reading) before saving anything, so if it works here, it works for real.
After a successful reconnect, warmup is scheduled again straight away and carries on from where it stopped. It does not start over.
Why it happened, and how to stop it happening again
| What you see | What it means | What to do |
|---|---|---|
| "Wrong username or password" | The password changed, or the app password was deleted | For Gmail and Google Workspace, create a new app password and enter it |
| "needs an app password, not the password you sign in with" | The account has two-step sign-in | Use an app password, not your normal password |
| "The provider blocked this sign-in as unusual" | Google or Yahoo wants you to confirm it was you | Sign in to webmail in a browser, confirm, then reconnect |
| "Microsoft has SMTP sending switched off" (5.7.139) | Authenticated SMTP is off for your Microsoft 365 organisation | An admin turns it on. See Microsoft 365 troubleshooting |
| "Couldn't reach the mail server" | The host or port is wrong, or the server is down | Check the settings under Change server settings |
| "The provider is temporarily blocking logins" | Too many login attempts | Wait a few minutes, then try again |
Changing your email password, or deleting the app password in your Google account, will disconnect the mailbox. Reconnect it right after any password change.
Common problems
Microsoft says the sign-in worked, but sending still fails. This is almost never the password. See Microsoft 365: authentication unsuccessful.
"Resume" does not bring it back. Resume checks the login first and refuses while the password is wrong. Use Reconnect instead.
Google says app passwords are "not available for your account". 2-Step Verification is off, or your Workspace admin has not allowed it. Here is the fix.
Related
- Connecting a mailbox
- Troubleshooting
- Webhooks to get mailbox health events in your own tools