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For support agents

Quick reference for handling Relay user issues: what to check, what to suggest, and when to escalate.

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Quick checks (ask the user to verify)

  1. Account and sync

    • Settings → Email Accounts — Is the account listed and connected? Any “Reconnect” or error state?

    • Sync enabled? — Manage → Enable sync is on.

    • Manual sync — Have them run Settings → Email Accounts → Manage → Sync settings → Manual sync. Does it succeed or show an error?

  2. Plan and limits

    • Settings → Billing — Free vs Pro. Free = 1 account only; Pro = unlimited + full AI.

    • If they can’t add a second account and they’re on Free, that’s expected; suggest upgrade.

  3. Connection

    • For “Invalid credentials” / “Authentication failed”: Confirm they’re using an App Password for Gmail/Outlook (not main password). No typos or extra spaces.

    • For timeouts/refused: Different network (e.g. home vs office/VPN). Firewall may block IMAP/SMTP ports (993, 587).

  4. Browser

    • Refresh; try incognito/private; try another browser. Rules out cache and extensions.

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Where things live in the app

User goal
Location

Add / manage email accounts

Settings → Email Accounts

Set nickname, default, sync on/off

Settings → Email Accounts → Manage

Manual sync

Settings → Email Accounts → Manage → Sync settings → Manual sync (advanced)

Reconnect / re-authorize

Settings → Email Accounts → Manage → Reconnect (or Re-authorize)

Billing / plan

Settings → Billing

Notifications (push, batching)

Settings (notification preferences)

Help articles

In-app Help (?) or /help

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Common issues and responses

  • “Emails not syncing” — Not syncing, Troubleshooting index. Have them run Manual sync; check sync enabled; reconnect if needed.

  • “Can’t connect Gmail/Outlook” — Connection errors, Common errors. App Password; IMAP enabled; correct server/port.

  • “Can’t add second account” — Free plan = 1 account. FAQ, Billing plans.

  • “No smart reply / suggested actions” — Free = summaries only; Pro = full AI. FAQ.

  • “Something went wrong” / “Failed to load” — Common errors. Refresh, cache, other browser.

  • “Actions in Relay don’t show in Gmail” — Two-way sync. Reconnect Gmail; confirm they’re using OAuth (Sign in with Google).

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Escalation

Escalate when:

  • User has followed the relevant troubleshooting (Manual sync, reconnect, App Password, different network) and the issue persists.

  • You see a specific error that isn’t in Common errors and the user can’t resolve it.

  • Billing or subscription state doesn’t match what the user expects (e.g. charged but still on Free).

  • Request for account or data deletion that the in-app flow doesn’t handle.

When escalating, include:

  • User email (if permitted).

  • Exact error message or behavior.

  • What they’ve already tried (sync, reconnect, browser, network).

  • Provider and connection type (Gmail OAuth, Outlook IMAP, etc.).

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Doc links to send users

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Contact

Support: [email protected]

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