The Most Common Cause: Disconnection
To keep your account secure, email providers (like Google and Outlook) use "tokens" to authorize our platform to send emails on your behalf. These connections can break for a few standard reasons:
Token Refresh: Single Sign-On (SSO) tokens naturally expire or require a refresh for security.
Password Changes: If you recently updated your SMTP or regular email password, the old connection will no longer work.
Security Updates: Your provider may have updated their security settings, requiring a quick reconnection.
How to Fix It (Reconnect Your Inbox)
Fixing a paused campaign is simple. You just need to "re-introduce" your inbox to the platform. Follow these steps to get back on track:
Step 1: Select the campaign
Click on the paused campaign from your dashboard.
Step 2: Access Settings
On the campaign page, click on the Edit Warm-up button.
Step 3: Navigate Back
On the pop-up window, scroll down and click Previous to return to the connection page.
Step 4: Re-authenticate
If you use SSO (Google/Outlook), click to reconnect via their secure login portal.
If you use SMTP/IMAP, re-enter your credentials and updated password.
Step 5: Save & Resume:
Click Next to finalize the connection.
What happens next?
Once the connection is restored, the campaign will simply continue exactly where it left off. You won't lose your lead list, your sequence history, or your data.
Still having trouble?
If you have followed the steps above and your campaign remains paused, try these two final steps:
Generate a New App Password: If you are using an App Password (common for Gmail or Outlook accounts without SSO), the old one may have been revoked. Try generating a brand-new App Password in your email provider's security settings and use that during the reconnection process.
Contact Our Support Team: If the connection still won't stick, we’re here to help! Reach out to us via the in-app chat on the lower-right corner of your screen or email us at [email protected]. Please include a screenshot of any error messages you see so we can jump right in.