Troubleshooting Email Reconnection Issues

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 permissions are granted
If permissions are missing or revoked, remove Levitate and reconnect
Also see this article if you are seeing that a Microsoft admin needs to approve the Levitate app: https://help.levitate.ai/article/558-office-365-user-admin-approval

For Gmail:

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 into Levitate
Attempt to reconnect your email
This helps identify if browser extensions are interfering

Common Error Messages:

"Unable to authenticate to 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 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.

Q: Do you send out a notification when my email disconnects from Levitate?

A: Yes, we send the notification from the mailer@appmail.levitate.ai email address and the subject line will be "Reconnect your email to Levitate."

Q: I saw a Microsoft permissions or sign-in prompt appear when I was signing into my Microsoft account online (outside of Levitate). Could that have disconnected my Levitate email connection?

A: Seeing a Microsoft permissions or OAuth consent prompt while signing in online is a normal part of how Microsoft manages connected apps. In most cases, it does not disconnect your Levitate email integration. However, if you notice that your email shows as disconnected in Levitate after such a prompt, follow the reconnection steps in the "When Email Won't Reconnect" section above. If you were reviewing permissions for Levitate in your Microsoft account, also see the "Review Permission Settings" steps for Office 365/Outlook to confirm the correct permissions are still in place.

Note: If you are unsure whether a permissions prompt affected another user's connection, have that user check their email connection status in Levitate and follow the reconnection steps if needed.

Q: Can I reconnect another user's email while logged in as them (for example, through an admin login-as flow)?

A: Yes. Reconnection isn't tied to whose Levitate session you're using — anyone can walk through the reconnect steps for a given account. The important part is which credentials you use during the email provider's sign-in step: make sure you authenticate with the affected user's own email account, not your own, so Levitate connects to the correct sending-as address.

Q: A user is seeing "Unable to authenticate with server" after being moved between accounts. How do I resolve this?

A: This error can occur when a user was initially added to the wrong account and then moved to the correct one. The previously stored OAuth token may be associated with the earlier account, leaving the connection in a broken state. To resolve this, have the user log into their correct Levitate account and follow the reconnection steps in the "When Email Won't Reconnect" section above to re-authenticate their email from scratch. If the error persists after following those steps, contact Levitate Support so the team can clear any stale token data tied to the old account.

Q: After my Levitate login email address was updated, do I need to reconnect my email account?

A: Yes. When your Levitate login email address is changed, the connection between Levitate and your email provider is reset and you will need to reconnect your email. After your new email address is active, log into Levitate with the new address and follow the prompts to reconnect your email. If the reconnect prompt does not appear automatically, navigate to Settings and reconnect your email provider from there. For more details on how login email addresses are updated, see the Updating a Levitate user's email address article.