Common errors
Quick solutions for error messages users see in Relay. Use this for self-service and for support replies.
Authentication
Invalid credentials / Authentication failed
Wrong email/password or server rejected login.
Use an App Password for Gmail/Outlook (not the main password). Double-check email and password; no extra spaces. For Gmail, ensure 2-Step Verification is on before creating an App Password.
Session expired
Login session timed out.
Log out and log back in.
OAuth token expired
Google/Microsoft authorization needs renewal.
Go to Settings → Email Accounts, open the account, and Reconnect or Re-authorize.
Connection
Connection refused
Can’t reach the mail server.
Check server address and port. Confirm firewall/VPN isn’t blocking. Try from a different network (e.g. home vs office).
Connection timeout
Server didn’t respond in time.
Check internet. Try again in a few minutes. If it keeps happening, try another network.
IMAP not enabled / IMAP access disabled
IMAP is off for this account.
Enable IMAP in the provider’s settings (e.g. Gmail: Settings → Forwarding and POP/IMAP → Enable IMAP). For work accounts, contact IT.
Certificate error / SSL/TLS error
Problem with the secure connection.
Use the correct port (e.g. 993 for IMAP SSL, 587 for SMTP). Confirm server hostname matches the provider’s docs.
Sending
Failed to send email
SMTP rejected or connection failed.
Check recipient address. Verify SMTP settings for the account. Try again in a few minutes.
Recipient rejected
Address invalid or recipient blocking.
Verify the email address. Recipient’s server may be blocking; they can check spam/block list.
Message too large
Message (with attachments) over size limit.
Most providers limit to ~25MB. Use a file-sharing link for large files.
Rate limit exceeded
Too many emails sent in a short time.
Wait before sending more. Gmail is about 500/day; other providers vary.
Sync
Sync failed
Could not fetch mail from server.
Check internet. Confirm account is still connected; try Reconnect. Run Manual sync from Settings → Email Accounts → Manage.
Folder not found
Folder was deleted or renamed on the server.
Run a full sync or reconnect so folder list updates.
No credentials found / Please reconnect
Stored credentials missing or invalid.
Settings → Email Accounts → Manage → Reconnect (or re-add the account with correct credentials).
App / general
Something went wrong
Unexpected error.
Refresh the page. If it persists, clear browser cache or try a different browser.
Failed to load
Page or data didn’t load.
Check internet. Refresh. Clear cache if needed.
Action failed
Operation (e.g. archive, delete) didn’t complete.
Try the action again. Refresh and retry. If the item was deleted elsewhere, sync may fix it.
General steps for any error
Refresh the page.
Check internet — Try another site.
Clear browser cache — Then reload Relay.
Try another browser or device — Rules out browser-specific issues.
Check provider status — Gmail, Outlook, etc. may have an outage.
Wait and retry — Some issues clear in a few minutes.
When contacting support
Ask the user to include:
The exact error message (screenshot or copy-paste).
What they were doing (e.g. adding account, opening inbox, sending email).
Email provider and how they connected (Gmail OAuth, Outlook IMAP, etc.).
Support: [email protected]
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