Troubleshooting
Fix email problems
Fix mailboxes that do not connect, sends that fail, bounces, domains and mail that does not come.
Email in Troopy has two parts: the mailboxes of your business, which campaigns, Compose and Reply send from, and the addresses of teammates. This page lists the common problems of each, with why they happen and what to do.
A mailbox does not connect
| What you see | Why | What to do |
|---|---|---|
| "Send outreach from your business's own domain, not a personal mailbox." | The address is on a domain of a mail provider, such as gmail.com. | Connect a mailbox on the domain of your business. |
| "Its sign-in was refused: connect it again with a new app password first." | The mail server refused the app password. | Make a new app password at your mail provider, and connect again. |
| "That mailbox is connected in another workspace of your organization." | A mailbox belongs to one workspace. | Remove it from the other workspace first. |
| "Read all works with a mailbox that signs in with an app password." | Read all does not work with Microsoft 365 for now. | Use a mailbox with an app password for a shared address. |
| "Only owners and admins connect and change the mailboxes outreach sends from." | Your role cannot change mailboxes. | Ask an owner or admin. |
A mailbox needs SPF or DKIM on its domain before a campaign can start. See Your mailboxes.
An email did not go
| What you see | Why | What to do |
|---|---|---|
| "The mail server did not say that it went." | The server gave no answer. The email possibly went. | Look in the Sent folder of the mailbox before you write it again. |
| An email of a campaign is unknown | Troopy looks for it in Sent after ten minutes, and never sends it again by itself. | Select It went or Send it again on the campaign. |
| "Its mail server refused it" | The server refused the email, and says why. | Read the reason. Fix the address or the mailbox. |
| The day of the mailbox is full | Each mailbox has a cap of emails in 24 hours. A new mailbox starts at 10 a day. | Wait, or add another mailbox to the campaign. |
| The mailbox is paused | Two bounces in its last 50 sends pause it. | Check the list for bad addresses, then resume the mailbox. |
| "The sign-in of this mailbox can't be opened." | The sealed sign-in does not open any more. | Connect the mailbox again in Settings > Email > Mailboxes. |
| A person is on do-not-contact | Troopy refuses an email to an address on the list. | Owners and admins can take an entry off, except an unsubscribe or a forgotten person. |
An email of a campaign goes only in the sending hours of the campaign, while sending is on. See Send email campaigns.
Bounces
A bounce marks the address as invalid, and puts it on do-not-contact. The person leaves the campaign. Two bounces in the last 50 sends of a mailbox pause the mailbox, to keep its name good.
The email of a teammate
| What you see | Why | What to do |
|---|---|---|
| "Teammates' inboxes aren't set up on this server." | The inboxes of teammates are off on this Troopy. | They work on troopy.ai. |
| An email of a teammate waits | An owner or admin approves each email from the address of a teammate. | Approve it in Needs you. |
| "This inbox is deleted." | A person deleted the inbox. | Give the teammate a new address in Settings > Email. |
| The address refuses a send | An allow or block rule keeps the address out. | Check the rules of the inbox and of the workspace. |
| The day of the address is full | Each address has a daily send cap. | Wait, or raise the cap of the inbox. |
Mail does not reach a teammate
- Check that the inbox is not paused. A paused inbox still takes mail, but the teammate does not read it.
- Check the block rules of the inbox and of the workspace. A block wins over an allow.
- Check which new mail starts the teammate, in the settings of its inbox: From your people, From anyone or Off.
- With From your people or From anyone, the domain of the sender must pass DMARC.
Spam, automatic replies, mailing lists and the mail of other teammates never start a teammate. An address keeps 50 mails a day at most, and Troopy keeps mail for 30 days.
The own domain of the workspace
The addresses of teammates can use your own domain, such as agents.acme.com.
| What you see | Why | What to do |
|---|---|---|
| Waiting for the DNS records. | The records are not there yet, or DNS did not spread yet. | Add the records at your DNS host. Troopy checks every 5 minutes, for 3 days. |
| The page refuses the domain | Its MX points to another host, so its mail would stop. | Use a subdomain, such as agents.acme.com, and keep the mail of the business where it is. |
| "Another workspace uses that domain." | A domain belongs to one workspace. | Use another subdomain. |
| "That domain is Troopy's own." | You gave a domain of Troopy. | Give a domain of your business. |
Add the three DKIM records and the MX record that the page gives. MAIL FROM and DMARC are optional. When DKIM and the MX check out, each teammate moves to its address on your domain. Its old address stays as an alias.
Unsubscribes
Each email of a campaign has an unsubscribe link and a one-click unsubscribe. A reply of "no" unsubscribes too. An unsubscribe puts the person on do-not-contact for good. Nobody can take it off.