Troubleshooting
My email inbox is not syncing
Symptom: broker emails are in your mailbox but not in the app, the last sync time is hours old, or a reply will not send.
1. Read the mailbox status
Settings → Email. Each connected mailbox shows a status and a last-sync time.
| Status | What it means | Fix |
|---|---|---|
| Active, recent sync | Working. The problem is elsewhere — see step 2. | — |
| Active, sync hours old | Syncing is stalled. | See Nothing is processing in the background. |
| Reauth required | The provider withdrew access. | Reconnect the mailbox. |
| Error | The last sync failed; the reason is on the row. | Retry, then reconnect. |
| Disconnected | It was removed. | Reconnect it. |
2. "Reauth required" — why it happens
Access is granted by you and can be withdrawn at any time by the provider or by your IT admin. Common triggers:
- The mailbox password was changed.
- Someone revoked the app's access in the Google or Microsoft account settings.
- Your organization tightened its policy on third-party access.
- The authorization simply aged out.
The fix is always the same: Settings → Email → Reconnect, and sign in again. Nothing already synced is lost.
3. Emails are missing but the mailbox is Active
- Check the right mailbox is connected. Brokers write to the address on your carrier packet, which is not always the one you connected.
- Check where the message landed at the provider. A broker email that went to spam or was filtered into a subfolder by your own rules may not be picked up.
- Give it a couple of minutes. Syncing is frequent but not instant.
4. A reply will not send
| Message | Cause |
|---|---|
| "The mailbox for this thread is disconnected" | Reconnect that mailbox. Replies go out through the original mailbox, so another connected account cannot stand in. |
| "Cannot reply to a thread with no inbound messages" | There is nothing to reply to — start a new email instead. |
| "Send failed" with a provider message | The provider rejected it. The text is theirs; a common cause is an attachment size limit or a suspended mailbox. |
5. Auto-replies are not going out
Check, in order:
- Auto-reply is on for that mailbox. It is off by default.
- The message was low-stake. Auto-reply never fires on anything touching rate, commitment, MC verification, signature, BOL, POD, payment, or insurance. Those always wait for you, by design.
- A reply already went out in that thread recently — duplicates are suppressed.
- There was no sensible draft to send.
Every suppression is recorded with its reason on the thread, so you can see exactly why a message did not get an automatic answer.
6. Nothing to connect? Use forwarding
If reconnecting keeps failing — a locked-down corporate mailbox, for instance — forward broker emails to the inbound address on Settings → Tenant instead. You lose threading and replies, but load offers still turn into opportunities.
When to contact support
Send the mailbox address, its status and last-sync time, and the error text on the row. If a specific email is missing, include its subject and when it arrived.
Related
Still stuck?
Email support@dynamanic.io with your company name, what you did, what happened — quoting any message on screen — and when, with your timezone.