Logging In & Getting Connected to Levitate

Logging In to Levitate

You'll receive an email from Levitate App with the subject Welcome to Levitate!

This is what it'll look like. You'll choose Set up your account.

Step 1: Enter your First Name, Last Name, and Phone Number.

Step 2: Create a password

Step 3: Connect Levitate to your email server. This will vary based on the email provider you are using! You will also have the option to choose if you'd like for Levitate to pull in any contacts from your email address book. You can also choose if you'd like those contacts to be Public or Private.

Next, you'll choose which email address you'll be connecting to. At this step, with some email providers, you might have to enter your email address and the password for logging in to access that email address.

And then you'll continue to start the authorization process. Need more help getting connected? There are finer details below!

Once you've authorized the connection to Levitate with your email provider, you'll reach Step 4: set up your signature and/or continue to the Dashboard to get started.

Connecting your Email with Levitate

Levitate works with your email server to send messages directly from your email address. In addition to logging in to Levitate with your Levitate password, you must periodically log in to your email server with your email address and email password in order to utilize Levitate.

When to Connect?

There are a few scenarios that prompt you to enter your email address and email password:

1. The first time you set up your Levitate user: Step 3

2. When there is a disconnection between your email server and Levitate

Note: We recently completed a partnership with AOL and Yahoo utilizing a different connection technology. AOL and Yahoo users that may be experiencing frequent disconnects are encouraged to contact us to discuss whether this connection technology is right for them and have their accounts switched over.

Connecting your Email to Levitate

Please note that there are various types of email servers. You may be using Google, Office365, Exchange, or IMAP.

Click this link: https://secure.levitate.ai/#/user/connect-email
Follow one of the three to enter your email address and email password:

IMAP or SMTP users

Office365

Google

iCloud

When connecting to iCloud, you must first go to appleid.apple.com and create an app password for Levitate, since all iCloud emails have two-factor authentication enabled. From there, you will use the app password as the email connection password on Levitate.

Smarshmail or Intermedia Users

Read our full article on getting what you need to connect, here!

Roadrunner Users

If you're a RoadRunner user, you will need to know your email address and email password to login, but our Implementation or Success Specialist getting set up will need to add the specific IMAP and SMTP settings:

imap.biz.rr.com

smtp.biz.rr.com

Using SSO to Login to Levitate

Users of Microsoft Office and Google Workspace can now use single sign-on to log in to Levitate. To enable this feature, reach out directly to your Success Specialist or our Support Team. Once it's enabled, a new button will appear at login for connecting through Office or Google. This is an account-wide feature and can't be implemented user by user.

Password Reset link not working
"Invalid credentials" error with correct password
New user invitation link expired
Account not found or email not recognized
Two-factor authentication issues (if applicable)
Browser/cache preventing login

Quick diagnostic questions

Can't remember the password? → [Reset Password]
Never logged in before? → [New User Setup]
Getting "invalid credentials" error? → [Account Verification]
Password reset link not working? → [Link Troubleshooting]
Account shows "not found"? → [Check Email Address]

Resetting Your Password

Step-by-step process:

Go to the Levitate login page URL
Click the "Forgot Password?" link
Enter your email address (must match account email)
Check your inbox for the password reset email
- Subject line: "Levitate - Password Reset Request."
- From: [mailer@appmail.levitate.ai]
Click the reset link in the email (link expires after 24 hours)
Create a new password meeting requirements:
- Minimum 8 characters
- Include at least 1 uppercase letter
- Includes at least 1 lowercase letter
- Includes at least 1 number
Log in with the new password

If the password reset email doesn't arrive:

Check spam/junk folder
Verify email address spelling
Try alternate email addresses on your account
Whitelist @appmail.levitate.ai domain in email settings
Wait 5 minutes and try again (rate limiting)
Contact Support if the email still doesn't arrive

For users invited by an Account Admin:

Check email for invitation from Levitate
Click "Set Up Account" or "Accept Invitation" link
Create a password for your account
Complete profile setup
Connect email (if required)

“Invalid Credentials" Errors

Troubleshooting steps:

Verify email address (check for typos, spaces)
Verify password (case-sensitive)
Try copying and pasting credentials (avoid typing errors)
Reset password using "Forgot Password?" link
Clear browser cache and cookies
Try a different browser or incognito/private mode
Disable browser password manager temporarily
Check if Caps Lock is on

Account Not Found Errors

Common causes:

Using the wrong email address (personal vs. work email)
Account created under a different email
Account not yet created (ask admin to invite you)
Typing error in email address

How to verify:

Check which email received Levitate communications
Try all email addresses you use for work
Contact your account admin to verify your account email
Have an Admin check Settings > Admin > User Management for your name

Browser and Technical Issues

Clear browser cache and cookies

Try different browser:

Levitate supports: Chrome, Safari, Firefox, Edge
Avoid Internet Explorer (not supported)

Check internet connection:

Verify you can access other websites
Disable VPN temporarily to test
Try different network (mobile hotspot, guest wifi)

When to Contact Support

Contact your account admin first if:

You're a new user who never received invitation
Your account access was removed
You need your email address on the account changed
You're unsure if you have an account

Contact Levitate Support if:

Password reset emails not arriving after trying troubleshooting steps
Technical errors preventing login (error codes, page not loading)
Account locked or suspended
Urgent access needed during business hours

Email Connection Troubleshooting

When Email Won't Reconnect

If your email shows as disconnected and you're unable to reconnect it, follow these steps:

Step 1: Clear Browser Cache and Cookies

Clear your browser's cache and cookies
Close and reopen your browser completely
Log back into Levitate
Try reconnecting your email

Step 2: Check Email Provider Status

Verify your email account is accessible by logging into your email provider directly
Ensure your password hasn't changed or expired
Check if your email provider is experiencing outages

Step 3: Review Permission Settings

For Office 365/Outlook:

Go to myaccount.microsoft.com
Navigate to Privacy > Apps and services
Look for Levitate and verify that permissions are granted
If permissions are missing or revoked, remove Levitate and reconnect

For Google

Go to myaccount.google.com/permissions
Look for Levitate under "Third-party apps with account access."
Verify all required permissions are granted
If permissions are missing, remove access and reconnect

Step 4: Try Incognito/Private Mode

Open an incognito or private browsing window
Log in to Levitate
Attempt to reconnect your email
This helps identify if browser extensions are interfering

Step 5: Disconnect Completely Before Reconnecting

In Levitate, go to Settings > Email Connection
Click "Disconnect Email" if the option is available
Wait 60 seconds
Click "Connect Email" and follow the authentication flow

Common Error Messages

Unable to Authenticate Server

This typically means your password has changed or permissions were revoked
Follow Step 3 above to review permissions

Connection Timeout

This may indicate a firewall or network issue
Try connecting from a different network or contact your IT department

Invalid Credentials

Verify your email password is correct
Check if two-factor authentication is enabled and properly configured
For IMAP or Exchange connections, you may need an app-specific password

Still having issues?

If you've tried all the steps above and still can't reconnect

Note the exact error message you're seeing
Take a screenshot of the error
Contact Levitate support with these details

FAQs

Q: Why did my email disconnect in the first place?

A: Common reasons include password changes, permission revocations, expired tokens, or email provider security updates that require re-authentication.

Q: Will I lose any data if I disconnect and reconnect?

A: No, your contacts, campaigns, and sent message history are preserved. You're simply re-establishing the connection between Levitate and your email provider.

Q: How often do I need to reconnect my email?

A: Most connections remain stable long-term. You should only need to reconnect if your password changes, permissions are revoked, or you see a disconnection notification.

Q: Can I use Levitate while my email is disconnected?

A: You can still access Levitate and view your contacts, but you won't be able to send emails or sync new email activity until you reconnect.

Q: What if my company uses single sign-on (SSO)?

A: SSO connections may require your IT administrator to re-authorize the Levitate app. Contact your IT department if standard reconnection steps don't work.