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

Levitate sends messages from your email address by connecting to your email server. You'll enter your email address and email password during initial setup (Step 3 above), and again later if the connection drops — for example, after a password change or a provider security update.

To connect or reconnect at any time, go to https://secure.levitate.ai/#/user/connect-email. Levitate supports Google, Office 365, Exchange, and IMAP/SMTP — follow the section below that matches your provider.

IMAP or SMTP

Office 365

Google

Hotmail

Accounts using Hotmail log in to Levitate using Outlook settings. If you're unable to connect, reach out to your Success Specialist or our Support team.

iCloud

To connect an iCloud Mail account, you'll need to create an app-specific password — Apple requires this for third-party apps because Apple IDs use two-factor authentication. Go to appleid.apple.com, generate an app password for Levitate, and use that as the email-connection password.

Smarshmail or Intermedia

Read our full article on connecting Smarshmail and Intermedia.

Roadrunner

Roadrunner users need their email address and email password, plus the IMAP and SMTP server settings below. Your Levitate Implementation Specialist or Success Specialist can configure these for you:

imap.biz.rr.com
smtp.biz.rr.com

Single Sign-On (SSO)

Microsoft Office and Google Workspace users can log in to Levitate via single sign-on. To enable SSO, reach out to your Success Specialist or our Support team. Once enabled, a new login button appears for connecting through Office or Google. SSO is account-wide and can't be enabled per user.

Find your symptom and jump to the troubleshooting steps:

Can't remember your password? → Resetting Your Password
Password reset link not working or expired? → Resetting Your Password
Never logged in before / invitation link expired? → New User First Login
Getting "invalid credentials" with the correct password? → "Invalid Credentials" Errors
Account shows "not found" or email not recognized? → Account Not Found Errors
Browser or cache preventing login? → Browser and Technical Issues
Two-factor authentication issues? → Contact Support

Resetting Your Password

Go to the Levitate login page
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
- Include at least 1 lowercase letter
- Include 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

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

Use your browser's settings to clear stored data for Levitate, then reload the login page.

Try a different browser

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

Check your 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

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

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" during email connection

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

For the same error when logging into Levitate itself, see "Invalid Credentials" Errors above.

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: I've tried every troubleshooting step and still can't log in — what else could be wrong?

A: If you've reset your password, verified your email address, cleared your browser cache, and tried a different browser but still cannot log in, your account may have a billing or subscription hold. Contact your Success Specialist or Levitate Support and let them know you've exhausted standard troubleshooting — they can check your account status and help restore access.

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.