"We are having trouble connecting to your email account" Error: How to Reconnect a Disconnected Mailbox in Outreach

Symptom

In your Outreach application, you see a notification indicating trouble connecting to your email account.

To your knowledge, no User or Admin action was purposely taken to disconnect the mailbox.

Applies To

• Outreach Admins
• Outreach Users

Resolution

First, reconnect the mailbox

Generally, you will first want to simply repeat the initial steps to Connect a Primary Email to Outreach. In summary:

1. In the Outreach platform, do either of the following:
   • Within the notification message, click the link to Click here to fix it.
   • In the bottom left corner of the navigation sidebar, click your user initials > Personal settings > in the Mailboxes tile, click the email address for the mailbox you need to reconnect.
2. In the Email provider dropdown menu, select the applicable email provider.
   
   
3. Click Connect.
4. Configure the additional available options as applicable. (See the complete primary email setup guide for details.)
5. Click Save.

Next, resume failed email messages

In the event email messages failed during the period of disconnection, do the following:

1. In the Outreach navigation sidebar, click Activity > Email outbox.
2. Use search/sort/filter options as needed to identify the failed emails.
3. Check the boxes to the left of the applicable emails in the list.
4. In the menu row above the list, click ... > Retry.
   
5. In the pop-up confirmation dialog, review the number of emails selected and click Retry emails to proceed and complete.