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Connect or open email from Settings → Integrations → Email. Eva opens the Members settings to choose the person and their mailbox; you can also go straight to Settings → Members. The email card tells you what happened and shows one action. Start there; do not delete the mailbox to try to fix it.

Read the card state

  • Connected: Eva can use the email normally.
  • Needs attention: something specific stopped working. The reason appears underneath in plain language, such as The password no longer works.
  • Disconnected: the connection was closed. Use Reconnect before receiving or sending again.
  • Review: Eva does not yet have enough information to show a more precise state.
The card may also show Last worked on…. That time can connect the problem to a password, permission, or provider change.
Card with the Needs attention badge, the cause, when it last worked, and the Reconnect button.

A Needs attention card says what happened and since when.

Reconnect without starting over

1

Open the affected email

Go to Settings → Members and select the address in the Email column.
2

Select Reconnect

For Google or Microsoft, Eva takes you to the provider to authorize access again. For IMAP, Eva keeps the email address, usernames, and servers you already had.
3

Enter only the new password

In a normal IMAP reconnection, the form shows New password. You do not need to enter the servers again.
Reconnect form with the address kept and the empty New password field.

When reconnecting, Eva keeps the address and only asks for the new password.

4

Confirm

Select Reconnect email. The card changes to Connected once Eva can sign in again.
Never send your password to support. Enter it only on Eva’s connection screen or in Google or Microsoft’s authorization screen.

You changed the password or provider

You changed the password

  1. If you use iCloud, Yahoo, or Zoho with two-factor authentication, generate a new app password.
  2. On the card, select Reconnect.
  3. Enter the new password and finish with Reconnect email.

You moved email to another provider

The address can stay the same even though its servers changed. Wait until your provider confirms the migration is complete. In this case, do not use Reconnect with the old configuration. In the same window, go down to Add another email and choose the new provider:
  • If it is now hosted by Google Workspace or Microsoft 365, use that provider’s button.
  • If it still uses IMAP, choose Other provider, enter the same address, and review the new servers Eva detects before connecting.
Do not reuse the old host’s settings. If you are unsure, ask the new provider for its secure IMAP and SMTP servers and review Connect another email provider.

Why a mailbox can receive but not send

Receiving and sending use separate connections. Messages can keep arriving even when Eva shows The password no longer works for sending or Sending from this email is off for now. Check these in order:
  1. Select Reconnect and authorize again or enter the new password.
  2. For IMAP accounts, ask the provider whether SMTP is enabled and whether it uses the same username or a separate one.
  3. For Google or Microsoft, confirm that you accepted every permission during reconnection.
  4. Try sending again from Eva. Do not send repeatedly while the card still shows Needs attention.
The Inbox keeps the history, but Eva does not allow sending from a mailbox it knows is not ready.

The first import is slow or looks incomplete

When you connect, Eva brings in email from the last 5 days. It is not a copy of the entire history. Older messages remain with your provider, and new messages keep arriving in Eva. If the card says Importing your email stopped, select Retry. If it says New email stopped arriving, use the action shown on the card.

When to contact support

Contact support when a complete reconnection fails again, your provider confirms that IMAP and SMTP are enabled, or the state does not change after a retry. Include:
  • The affected address
  • The current provider and whether there was a migration
  • The exact text on the card
  • The approximate time of the last attempt
  • A screenshot
Do not include passwords or verification codes. Use How to contact support.

Understand email health

Learn why receiving and sending can have different states.