mailpitcher

Mail not arriving, or a mailbox disconnected

New mail isn't showing up, a mailbox has a red warning, or sending fails. Find the reason Mailpitcher shows and fix it in a few steps.

Updated · 3 min read · 7 steps

Most problems come down to one thing: the provider stopped accepting Mailpitcher’s sign-in. Mailpitcher shows you the provider’s own reason, so start there.

Find the reason

Look for the red ! in the sidebar

A red ! next to a mailbox’s address means Mailpitcher couldn’t reach it on its last try. Hold the pointer over the ! to read why.

At the top of the list you may also see Some mailboxes could not be reached, followed by the reason.

A red ! next to a mailbox means Mailpitcher couldn't reach it on the last try. Hold the pointer over it to read why.
  1. The warning
  2. The mailbox's settings
  3. Check for new mail

Open the mailbox’s settings

Click the cog next to the mailbox. Under its address you see Connected, or Not reachable and the reason in full.

Fix it

Match the reason to the fix

The reason says What to do
“rejected the sign-in” or “Google rejected the password” The password changed or was revoked. Make a new app password (Gmail, Yahoo, iCloud) and reconnect (step 4).
“server name could not be found” or “Could not reach the server” Your provider may be down: check its status page and wait. If its server name changed, reconnect with the new one (step 4).
“A secure connection … failed” The port doesn’t match the security. Reconnect (step 4) with 993 for IMAP, and 465 (SSL/TLS) or 587 (STARTTLS) for SMTP.
Outlook: the incoming server rejected the sign-in Turn on IMAP in Outlook.com (see Connect Outlook), then click Sign in with Microsoft again.

Reconnect with the new password

There is no “change password” box, so reconnect:

  1. In the mailbox’s settings, click Disconnect mailbox…, then Disconnect. Your mail stays with your provider.
  2. Click Add mailbox and add it again with the new password. Follow the guide for Gmail, Outlook or other mailboxes.

Outlook and Microsoft 365: you don’t need to disconnect. Click Add mailbox, choose Outlook and Sign in with Microsoft again. It refreshes the existing mailbox.

The mailbox's settings show the provider's own reason. Disconnecting deletes only Mailpitcher's copy, never your mail.
  1. Status and the reason
  2. Disconnect mailbox…

Running campaigns? Disconnecting also takes the mailbox out of its campaigns, and follow-ups waiting to go from it are skipped: they can’t move to another address. After you reconnect, edit those campaigns and tick the mailbox again under Send from.

Still nothing new?

Check for new mail by hand

Click the round arrow next to the folder name (Check for new mail). Mailpitcher checks every mailbox now.

Look further back

Mailpitcher keeps your recent mail. For older mail, scroll to the bottom and click Load older messages, or search and click Search all mail at the provider.

When a search finds nothing in recent mail, ask your provider to search everything.
  1. Search all mail at the provider

Check the right folder

Mail your provider filed as spam is in Spam, the same as in webmail. Click Not spam to move it back.

Sending fails

  • “can send … emails a day”: the mailbox reached its daily cap. Wait, or raise it in the mailbox’s settings. See daily caps.
  • “is on your do-not-contact list”: remove the address from Do-not-contact if you really want to email it.
  • A scheduled email shows Not sent: open Scheduled, read the reason, then click Retry.
  • Campaign emails show Retrying: a send error. If it doesn’t clear, check the mailbox’s connection as above.

Still stuck? Email hello@mailpitcher.com with the mailbox’s provider and the exact message you see.

Questions

How long does new mail take to show up?

Usually seconds, and at most a few minutes: Mailpitcher checks every mailbox every 3 minutes, and most get new mail pushed straight away. Click Check for new mail (the round arrow next to the folder name) to check now.

Will disconnecting a mailbox delete my email?

No. Disconnecting deletes only Mailpitcher's saved password and its copies of your mail. Your mail stays with Gmail, Outlook or your host.

I changed my Gmail password and now nothing syncs. Why?

Google removes all app passwords when you change your Google password. Create a new app password, disconnect the mailbox in Mailpitcher, and add it again with the new one.