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

# Troubleshoot email

> Read the new email states, reconnect after changing a password or provider, and restore incoming or outgoing email.

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.

<Frame caption="A Needs attention card says what happened and since when.">
  <img src="https://mintcdn.com/evaai-85079546/UUpYIbZvk2UaACxQ/images/en/channels/email/email-needs-attention-v202608.webp?fit=max&auto=format&n=UUpYIbZvk2UaACxQ&q=85&s=979547c434979de0fe2739738608eaf9" alt="Card with the Needs attention badge, the cause, when it last worked, and the Reconnect button." width="1020" height="460" data-path="images/en/channels/email/email-needs-attention-v202608.webp" />
</Frame>

## Reconnect without starting over

<Steps>
  <Step title="Open the affected email">
    Go to **Settings → Members** and select the address in the **Email** column.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Enter only the new password">
    In a normal IMAP reconnection, the form shows **New password**. You do not need to enter the
    servers again.

    <Frame caption="When reconnecting, Eva keeps the address and only asks for the new password.">
      <img src="https://mintcdn.com/evaai-85079546/UUpYIbZvk2UaACxQ/images/en/channels/email/email-reconnect-form-v202608.webp?fit=max&auto=format&n=UUpYIbZvk2UaACxQ&q=85&s=eabac25792b2f06fd52b473fad672bc2" alt="Reconnect form with the address kept and the empty New password field." width="1120" height="1206" data-path="images/en/channels/email/email-reconnect-form-v202608.webp" />
    </Frame>
  </Step>

  <Step title="Confirm">
    Select **Reconnect email**. The card changes to **Connected** once Eva can sign in again.
  </Step>
</Steps>

<Note>
  Never send your password to support. Enter it only on Eva's connection screen or in Google or
  Microsoft's authorization screen.
</Note>

## 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.

<Tip>
  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](/en/channels/connect-other-provider).
</Tip>

## 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](/en/help/contact).

<Card title="Understand email health" href="/en/channels/email-health">
  Learn why receiving and sending can have different states.
</Card>