> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nextlevelmca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# My mailbox says Disconnected. How do I reconnect it?

> What a disconnected mailbox looks like, how to reconnect it, and what is kept.

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.

## 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.

## Reconnect it

<Steps>
  <Step title="Open the mailbox page">
    Go to **Settings → Senders** (or **Settings → My mailbox**).
  </Step>

  <Step title="Click Reconnect">
    Click **Reconnect** on the disconnected mailbox. A sign-in window opens.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Check it">
    The label changes back to **Connected**. Admins can click **Test connection** to confirm.
  </Step>
</Steps>

You don't need to remove the mailbox and add it again. Reconnecting fixes it in place.

## 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](/help/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.

## 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.

## Common problems

<AccordionGroup>
  <Accordion title="It disconnects again straight away">
    Make sure you signed in with the exact address shown on the mailbox, and approved every permission the sign-in asked for.
  </Accordion>

  <Accordion title="A submission or document request failed to send">
    The mailbox you picked may have disconnected. Reconnect it, or pick another mailbox in the **From** box, and send again.
  </Accordion>
</AccordionGroup>


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