Support and FAQs

Answers to common questions for users and support.

Accounts and setup

How many email accounts can I add?

• Free plan: 1 email account.

• Pro plan: Unlimited email accounts.

If you're on Free and try to add a second account, you'll see a message to upgrade. Billing is in Settings → Billing.

Which email providers are supported?

• Gmail — Sign in with Google (OAuth). Recommended for best sync and two-way actions.

• Outlook / Microsoft 365 — IMAP; use an App Password if you have 2FA.

• Other providers — Any IMAP or POP3 server with SMTP for sending. You enter server address and port; use an App Password when the provider offers it.

I use Gmail. Should I use “Sign in with Google” or IMAP?

Use Sign in with Google (OAuth). It gives:

• Near real-time new mail (when push is set up).

• Two-way sync for read, star, archive, labels, and delete.

• No need to create or manage an App Password for basic use.

Use IMAP only if you can’t use OAuth (e.g. workspace policy).

Can I use Outlook with Relay?

Yes. Add the account via Settings → Email Accounts → Add account and choose Outlook/IMAP. You’ll need to enable IMAP in Outlook and use an App Password if you have two-factor authentication. See Connect Outlook.

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Sync and mail

New emails aren’t showing. What do I do?

1. Confirm sync is on for the account: Settings → Email Accounts → Manage → Enable sync.

2. Run a manual sync: Settings → Email Accounts → Manage → Sync settings → Manual sync (advanced).

3. Wait a few minutes; background sync runs on an interval (faster with Gmail push).

4. If it’s still missing, try Reconnect for that account. See Not syncing and Troubleshooting index.

How often does Relay sync my email?

• Gmail (OAuth) with push: Near real-time when new mail arrives.

• Without push: Background sync runs on an interval (e.g. every few minutes when push isn’t active, or longer when it is). User can also run Manual sync from account settings.

Do actions in Relay (read, star, archive) sync back to Gmail/Outlook?

Yes for supported providers. Marking read, starring, archiving, moving to a folder/label, and (for Gmail) deleting sync back to the server so they stay in sync everywhere. See Two-way sync.

Why is my first sync slow?

The first sync after connecting an account can take several minutes for large mailboxes. Relay fetches and indexes mail in the background; you can start using the app while it continues. Later syncs are usually faster (recent mail only).

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AI features

What AI features does Relay have?

• Summaries — Short summary of a thread or email (all plans).

• Suggested actions — Reply, schedule, follow-up suggestions (Pro).

• Smart compose / smart reply — AI-suggested replies (Pro).

• Auto-categorization — AI labels/categories you can turn on and customize (Pro).

See AI features and Smart summaries.

I’m on Free. Why don’t I see smart replies or suggested actions?

Those are Pro features. Free includes AI summaries only. Upgrade in Settings → Billing for full AI and multiple accounts.

AI labels not applying

Auto-categorization (AI labels) is Pro-only and applies to inbox mail after the first sync.

1. Pro plan — Confirm you’re on Pro in Settings → Billing. Free accounts get summaries only, not auto-labels.

2. Categories and auto-apply — In Settings → AI Categories, turn on the categories you want and enable the auto-apply toggle for each.

3. Inbox only — Labels are applied when mail lands in Inbox. Archived or folder-only messages are not auto-labeled.

4. New mail — Labels are applied as new mail arrives (or during ongoing sync), not during the initial full sync. Send a test email to yourself and check after it appears in Inbox.

See Auto-categorization for more.

Is my email content sent to an AI provider?

Yes. To provide summaries and suggestions, Relay sends the relevant content to the AI service. We don’t train on your data for any purpose. Details: AI privacy and Data privacy.

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Notifications

How do I get new-mail notifications?

Enable browser push notifications when Relay prompts you (or in browser site settings). You can also control batching (e.g. every 15–60 minutes) in Settings (notification preferences).

I allowed notifications but I’m not getting them.

• Check the browser’s site settings for Relay: notifications must be Allowed.

• Confirm you’re signed in and sync is on for at least one account.

• If you use “batch” notifications, they’re sent at the interval you chose (e.g. every 30 minutes), not instantly.

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Billing and plans

What’s the difference between Free and Pro?

• Free: 1 email account, AI summaries only, community support.

• Pro: Unlimited accounts, full AI (summaries, actions, smart compose, auto-categories), priority support.

See Billing plans and the Overview.

How do I upgrade or change my plan?

Go to Settings → Billing. You can switch to Pro (monthly or yearly) or downgrade; changes apply as per the billing cycle.

My Pro subscription expired. What happens?

You’re moved back to Free: 1 account limit, basic AI (summaries only). Remove or don’t add extra accounts to stay within Free. You can re-subscribe in Settings → Billing.

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Privacy and security

Does Relay read my email?

Relay syncs and stores your email so you can read it in the app. For AI features, the content needed for summaries and suggestions is sent to the AI provider. We don’t use your mail for advertising or sell your data. See Data privacy.

How do I delete my account and data?

See Delete account. Account and data deletion can be requested there; support can help if the flow doesn’t work.

Should I use my normal password or an App Password?

For IMAP/Outlook, use an App Password if your provider supports it (e.g. Gmail, Outlook with 2FA). That keeps your main password out of Relay and is more secure. See App passwords.

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Troubleshooting

Where do I find all troubleshooting guides?

Use the Troubleshooting index. It links to sync issues, connection errors, common errors, reconnect, slow sync, and two-way sync.

Who do I contact for help?

• Support: [email protected]

• When you write, include: exact error message (if any), what you were doing, and which email provider (Gmail, Outlook, etc.).