Account health and reconnecting

Every LinkedIn and email account on Settings → Accounts shows a status.

What happens when an account needs reconnecting or is disconnected#

• Nothing is sent from a broken account, and no step is marked failed because of it.
• If the campaign has another healthy selected account on that channel (under LinkedIn accounts or Email accounts on its Sending & safety tab), prospects not contacted yet move to it. Prospects the account already contacted wait for it while it only needs reconnecting, because their conversation is in that account. If the account is gone for good, they start the sequence again from the new sender.
• If the campaign has no other healthy account on that channel, the campaign pauses. The campaign page says which account and why, and owners, admins and the person the account is assigned to get a notification and an email with a link straight to the campaign's sending accounts.
• When you reconnect the account, campaigns Prosyo paused for it resume by themselves. If you choose a different account instead, click Review & resume on the campaign.
• An account that has been removed drops out of the campaign's account picker, so you can choose a new sending account straight away.
• If you've connected Slack or a webhook, the Account needs reconnect event fires when an account needs reconnecting, and Campaign paused fires when a campaign pauses. On Slack, Campaign paused isn't on by default: tick it under Events.

One prospect whose step keeps failing doesn't hold up the rest of that account's sending. After repeated failed attempts, that prospect is stopped with an error and the others carry on. See Monitor and report on a campaign.

Reconnect#

1. Go to Settings → Accounts.
2. Click Reconnect on the account.
3. Sign in again and complete any security check. If the account is in fact still signed in, Prosyo reconnects it without a new sign-in.
4. Wait for Healthy.
5. Campaigns Prosyo paused for this account resume by themselves. Steps that were due are rescheduled inside your working hours. They don't all send at once.

Custom SMTP/IMAP mailboxes#

SMTP/IMAP mailboxes have no Reconnect button. If Test connection says the server rejected the connection, or you changed the mailbox password, an owner or admin disconnects the mailbox and adds it again with the right details. See Connect a custom SMTP/IMAP mailbox.

The mailbox you add is a new account. Campaigns don't switch to it by themselves, and those that paused don't resume on their own. Open each campaign that sent from the old mailbox, pick the new one under Email accounts on Sending & safety, then click Review & resume if the campaign paused.

When your plan ends#

When your plan ends (an unpaid renewal, a cancellation reaching its end date, a cancelled trial, a trial that ends without a plan, or revoked autopay):

• Running campaigns pause.
• LinkedIn and Gmail/Outlook accounts are disconnected and leave Settings → Accounts.
• Custom SMTP/IMAP mailboxes stay connected, but nothing sends.

People, campaigns and conversations are kept. After you renew on Settings → Billing, connect LinkedIn and Gmail/Outlook again, then resume your campaigns. They don't resume by themselves in this case. See Manage billing.

Common reasons accounts disconnect#

Test and sync#

• Test connection checks the account right away.
• Sync now pulls recent conversations into your Inbox.

Hover the icons next to an account to find them.