--- title: "Account health and reconnecting" description: "What Healthy, Connecting, Needs reconnect, Paused and Error mean for your Prosyo accounts, and how to get campaigns sending again." url: https://prosyo.com/docs/connect-accounts/account-health/ section: "Connect your accounts" updated: 2026-11-06 --- # Account health and reconnecting Every LinkedIn and email account on **Settings → Accounts** shows a status. | Status | Meaning | What to do | |---|---|---| | **Healthy** | Working normally | Nothing | | **Connecting** | Setup is finishing | Wait. The page refreshes on its own. If it stays here, click **Finish connection**. | | **Needs reconnect** | The session ended or the password changed | Click **Reconnect** and sign in again. For a custom SMTP/IMAP mailbox, see [below](#custom-smtpimap-mailboxes). | | **Paused** | The connection is paused, so campaigns that use it are on hold | Click **Reconnect** | | **Error** | The last check with the provider failed | Click **Test connection**. If it still fails, click **Reconnect**. For a custom SMTP/IMAP mailbox, see [below](#custom-smtpimap-mailboxes). | | **Disconnected** | You or a teammate removed it, or your plan ended. It no longer shows on Settings → Accounts. | Connect it again if you need it (after renewing, if your plan ended) | ## 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](https://prosyo.com/docs/integrations/slack.md) or a [webhook](https://prosyo.com/docs/integrations/webhooks.md), 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](https://prosyo.com/docs/campaigns/monitor-reports.md). ## 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. > **Tip:** If LinkedIn keeps asking for an extra step, or says it can't accept any more requests, choose **Cookies** in the sign-in window instead. It reconnects from the session your browser already has, with no new login. See [Connect LinkedIn with a cookie](https://prosyo.com/docs/connect-accounts/linkedin-cookie.md). ## 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](https://prosyo.com/docs/connect-accounts/smtp-imap.md#common-errors). 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](https://prosyo.com/docs/billing/manage-billing.md#when-payment-fails-or-a-plan-ends). ## Common reasons accounts disconnect | Reason | How to avoid it | |---|---| | You changed your LinkedIn or email password | Reconnect straight after changing it | | You clicked "Sign out of all sessions" on LinkedIn | Reconnect afterwards | | You signed out of LinkedIn in the browser you connected a [cookie](https://prosyo.com/docs/connect-accounts/linkedin-cookie.md) from | Sign in there again, copy a fresh `li_at`, reconnect | | LinkedIn asked for a new security check | Log in to LinkedIn in your browser, complete the check, then reconnect | | Your email admin revoked app access | Ask them to approve the app again. See [Outlook](https://prosyo.com/docs/connect-accounts/outlook-microsoft-365.md) or [Gmail](https://prosyo.com/docs/connect-accounts/gmail-google-workspace.md). | | Your plan ended | Renew on **Settings → Billing**, then connect the accounts again. See [When your plan ends](#when-your-plan-ends). | | The included LinkedIn/Gmail month of an AppSumo plan ended | Add an extra LinkedIn/email seat on **Settings → Billing**, then reconnect | ## 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.