Fix mailbox disconnection errors (Google, Microsoft, SMTP)
A mailbox shows as Disconnected (or an error badge) in the Mailbox list when OutreachFox can no longer authenticate to it for sending or reading. While disconnected, the mailbox sends no campaign o…
Draft — written from product facts + domain knowledge; UI labels to be verified before publishing.
A mailbox shows as Disconnected (or an error badge) in the Mailbox list when OutreachFox can no longer authenticate to it for sending or reading. While disconnected, the mailbox sends no campaign or warmup email, and campaigns using it as a sender account lose that capacity. This article lists the causes by provider and how to fix each one.
First: read the error
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Go to Mailbox.
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Hover over or click the error badge on the mailbox to see the message. It is one of three kinds:
- Authentication / credentials — password changed, token revoked, app password deleted.
- Permission / policy — an admin blocked the app or protocol.
- Connection / limit — provider rate limit, temporary block or network issue.
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Fix the cause using the section below, then click Reconnect on the mailbox (or Connect Mailbox and choose the same provider and account again).
Google Workspace
| **Symptom** | **Cause** | **Fix** |
| "Token expired" / "invalid\_grant" | Password changed, or the user revoked OutreachFox under Google Account → Security → Third-party access | Click **Reconnect** and sign in again with **Connect with Google** |
| "Access blocked: admin policy" | The app was set to Blocked or Limited in Google Admin, or a new OU policy applies | Admin sets OutreachFox to **Trusted** again: *Google Workspace: allow OutreachFox in Google Admin* |
| Sending works, replies missing | IMAP disabled in Gmail settings, or the account was suspended | Enable IMAP; check admin console for suspension |
| "Daily sending quota exceeded" | Mailbox hit Google's limit (2,000/day Workspace, 500/day for new or trial accounts) | Lower the daily campaign limit to 30–50 and let warmup stay under 40; the block clears within 24 hours |
| Mailbox suspended for spam | Too much volume too early, high bounce or spam complaints | Pause campaigns on it, keep warmup on, request review in Google Admin; when reinstated, restart at 10/day |
Microsoft 365 / Outlook
| **Symptom** | **Cause** | **Fix** |
| "SMTP AUTH disabled" / 535 5.7.139 | Authenticated SMTP off for the user or the tenant | *Microsoft 365: enable SMTP AUTH and IMAP for a user*; check Exchange admin center org-wide setting |
| "IMAP disabled" | IMAP off for the user | Same article, tick **IMAP** |
| "Need admin approval" on reconnect | Tenant blocks user consent to third-party apps | A global admin grants consent once during **Connect with Outlook** |
| Token expired after password reset | Microsoft revokes refresh tokens on password change | **Reconnect** and sign in again |
| "Legacy authentication blocked" | Security Defaults or Conditional Access | Exclude the sending users, or ensure SMTP AUTH is allowed via modern auth |
| 550 5.4.1 / recipient rejected | Anti-spam outbound policy or the mailbox is on Microsoft's restricted list | Check Defender → Restricted entities, release the user, lower volume |
| Mailbox sends only a fraction | Microsoft's 10,000 recipients/day and 30 messages/minute limits, or the tenant is new | Keep 30–40 campaign emails/day per mailbox; new tenants are throttled for the first weeks |
SMTP / IMAP (custom providers)
| **Symptom** | **Cause** | **Fix** |
| "Authentication failed" | Password rotated, app password deleted, wrong username format | Update credentials under mailbox **Settings** → **Reconnect** |
| "Connection timed out" | Wrong port, IMAP/SMTP disabled at provider, provider firewall | Confirm ports (587/465 SMTP, 993 IMAP) and that both protocols are on |
| "Certificate verify failed" | Hostname mismatch | Use the exact hostname from *Common IMAP/SMTP hostnames and ports reference* |
| "Too many connections" / 421 | Provider limits concurrent IMAP sessions | Make sure no other tool polls the same inbox; wait 15 minutes and reconnect |
| "Sending limit exceeded" | Provider's hourly or daily cap | Lower the daily campaign limit; Zoho and shared hosts often cap at 50–300/day |
Icemail mailboxes
Mailboxes bought through Icemail rarely disconnect; when they do, open Icemail (top-left switcher → Icemail), check the mailbox status there, then use Mailbox → Connect Mailbox → Import from Icemail to re-import. Icemail also offers free replacements if a mailbox is permanently blocked.
After reconnecting
- Confirm the status shows Connected.
- Check the mailbox's Warm up tab the next day; if health dropped during the outage, keep campaign volume low for a few days.
- Campaigns resume using the mailbox automatically at the next sending window.
Tips
- Turn on disconnection alerts (email notification in Settings) so you hear about it before a campaign day is lost.
- Do not change mailbox passwords without reconnecting in OutreachFox the same day.
- Avoid connecting the same mailbox to two outreach tools; competing IMAP sessions cause repeated disconnects.
- Review the Mailbox list weekly for error badges.
Related articles
- Google Workspace: allow OutreachFox in Google Admin
- Connect a Google Workspace mailbox to OutreachFox
- Microsoft 365: enable SMTP AUTH and IMAP for a user
- Connect a Microsoft 365 / Outlook mailbox to OutreachFox
- Connect any SMTP/IMAP mailbox (custom provider)
- Common IMAP/SMTP hostnames and ports reference
- Mailbox warmup analytics
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