Troubleshooting index

Use this page to find the right guide for the problem you’re seeing.

Sync and mail

Problem	Guide	Quick fix
New emails not showing	Not syncing	Enable sync, run Manual sync from Settings → Email Accounts → Manage.
Sync seems stuck or never finishes	Sync problems (detailed)	Refresh the page; wait for initial sync; try reconnect.
Sync is very slow	Slow sync	Normal for first sync or large mailboxes; use Manual sync if needed.
Actions in Relay don’t appear in Gmail/Outlook	Two-way sync	Reconnect Gmail/Outlook; check provider limits.
Need to reconnect an account	Reconnect account	Settings → Email Accounts → Manage → Reconnect / Re-authorize.

Connection and login

Problem	Guide	Quick fix
Can’t connect my email account	Connection errors	Use App Password for Gmail/Outlook; enable IMAP; check server/port.
“Invalid credentials” or “Authentication failed”	Common errors	App Password (not main password); check for typos.
“Connection timeout” or “Connection refused”	Common errors	Check internet; firewall/VPN; try different network.
“IMAP not enabled”	Common errors	Enable IMAP in provider settings (Gmail, Outlook).

Sending and composing

Problem	Guide	Quick fix
“Failed to send email”	Common errors	Check recipient; SMTP settings; try again later.
“Message too large”	Common errors	Stay under ~25MB; use file links for large attachments.
“Rate limit exceeded”	Common errors	Wait before sending more; Gmail ~500/day.

App and account

Problem	Guide	Quick fix
“Something went wrong” / “Failed to load”	Common errors	Refresh; clear cache; try another browser.
“Action failed” (archive, delete, etc.)	Common errors	Retry; refresh; check if item still exists.
Can’t add a second email account	FAQ	Free plan allows 1 account; upgrade to Pro for more.
AI summaries or smart reply not showing	FAQ	Free = summaries only; Pro = full AI.
AI labels / categories not applying to emails	FAQ	Pro required; enable auto-apply in Settings → AI Categories; labels apply to inbox mail after first sync.

For support agents

• Common errors — Error messages and what to suggest.

• For support — Playbook, checks, and escalation.

Contact support

When nothing above fixes the issue, contact [email protected] with:

• Exact error message (if any).

• What you were doing when it happened.

• Email provider (Gmail, Outlook, etc.) and how you connected (OAuth vs IMAP).