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Google and Microsoft drop a mailbox’s connection from time to time. It usually doesn’t mean anything is wrong with the account. Anyone can reconnect their own mailbox; admins can reconnect any mailbox in the workspace.

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How you know a mailbox is disconnected

  • On Settings → Senders (or Settings → My mailbox), the mailbox shows a red Disconnected label and a Reconnect button. Hover over the label to see the reason.
  • Workspace admins get an email titled Action needed: (address) disconnected.
  • The mailbox drops out of the From box in email dialogs. If it was the only one, they show No mailbox connected.
  • A Sync error label means the last check for replies failed. If it stays, test the mailbox (admins: the circular arrow Test connection button) and reconnect if the test says it’s disconnected.
While a mailbox is disconnected, nothing is sent from it and replies to it are not read.

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Reconnect it

1

Open the mailbox page

Go to Settings → Senders (or Settings → My mailbox).
2

Click Reconnect

Click Reconnect on the disconnected mailbox. A sign-in window opens.
3

Sign in with the same address

Sign in as the same address the mailbox shows and approve access. Signing in with a different address adds a new mailbox instead of fixing this one.
4

Check it

The label changes back to Connected. Admins can click Test connection to confirm.
You don’t need to remove the mailbox and add it again. Reconnecting fixes it in place.

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What is kept

Reconnecting, disconnecting or removing a mailbox never deletes history:
  • Emails already sent and replies already received stay on your deals, in the Conversation tab and in the activity log.
  • Lender replies that logged offers, declines or requests for more information stay, along with the submission status they set.
  • Contract requests, offer pitches and document requests sent from the mailbox stay on the deal.
  • Replies in Conversations keeps its setting.
Two things may need setting again:
  • Default mailbox. A mailbox its owner disconnects, or an admin removes, stops being the workspace default. Click Make default again after reconnecting. See Choosing the default sender.
  • AI processing. If an admin removed the mailbox (bin icon) and it was then connected again, AI processing is off. Turn it back on under Settings → Senders, or replies to it won’t be read.

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Disconnecting on purpose

  • Your own mailbox: on Settings → My mailbox, click the bin icon (Disconnect this mailbox). It stays on the list as Disconnected and is no longer used to send. Click Reconnect to bring it back.
  • Admins: on Settings → Senders, the bin icon (Remove sender) takes the mailbox off the list. Connecting the same address again brings it back with its history.

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Common problems

Make sure you signed in with the exact address shown on the mailbox, and approved every permission the sign-in asked for.
The mailbox you picked may have disconnected. Reconnect it, or pick another mailbox in the From box, and send again.