Email Troubleshooting

Common errors, warning screens, and edge cases around email what they mean, why they happen, and how to fix them.

Google "This app isn't verified" warning

You shouldn't see it. PortaPro's Google app is verified, so Google shows PortaPro as a verified app with no warning screen, and there's no limit on how many users can connect.

If it appears anyway: take a screenshot and contact support. Existing connections are unaffected either way.

Google "Access blocked" error

When you see it: you click Connect Gmail, Google authenticates you, then shows a red *"Access blocked: This app's request is invalid"* or *"unless it goes through Google's verification process"* page.

Most common cause: Your Google Workspace domain has strict security settings that block third-party apps unless an admin approves them.

How to fix:

If you're stuck, contact support and mention this exact error.

Microsoft "Need admin approval"

PortaPro is a verified Microsoft publisher, so the Outlook consent screen shows the blue verified badge and PortaPro Software LLC, never an "unverified app" label.

"Need admin approval" screen: Your Microsoft 365 tenant is configured to require admin consent for third-party apps requesting mailbox permissions. This is a security setting your IT admin controls.

How to fix: Forward the screen (or a screenshot of it) to your Microsoft 365 admin. They can approve PortaPro one time for the whole organization by clicking through the consent screen while signed in as an admin. Once approved, every user in your organization can connect their Outlook without hitting the screen again.

Personal @outlook.com and @hotmail.com accounts never see this it's only on business Microsoft 365 accounts with locked-down policies.

"Reconnect" state on a connection card

When you see it: an Email Accounts card that used to say "Active" now says "Reauth needed" and shows a single Reconnect button instead of the normal Send test / Set default / Disconnect actions.

What it means: PortaPro's stored credentials for that inbox no longer work. Something invalidated them one of these usually:

How to fix: Click Reconnect on the card. For Gmail/Outlook, you'll go through the OAuth consent flow again same buttons, same email, same result. For SMTP, the connect dialog opens pre-filled with your settings; enter a fresh app password. Your share and default settings are preserved.

Impact on sends: Any in-flight sequences using that inbox pause until you reconnect. If that inbox was designated as the company invoice sender, invoices automatically fall back to the PortaPro shared address in the meantime they never fail and Company Sending shows a fallback banner.

"Missing send scope" error

When you see it: on the OAuth callback redirect, in a toast on Email Accounts: *"Connect again and leave the 'Send email on your behalf' box checked PortaPro needs it to send email from this inbox."*

Cause: On Google's permission screen, the box next to *"Send email on your behalf as [your address]"* was unchecked before you clicked Continue. Without that permission, PortaPro can't send anything.

How to fix: Click Reconnect and this time leave that box checked (it's checked by default; deliberate unchecking is the usual cause).

SMTP "authentication failed" errors

Errors you might see in the connect dialog:

Most common causes:

If none of these apply, try a different email account (to isolate: is it the provider, or the account?) and contact your email provider's support if it's a persistent per-account issue.

SMTP "couldn't reach the mail server"

Error: *"Couldn't reach the mail server: [network error]"*.

Cause: Network-level failure the SMTP server didn't accept a connection. Rare but possible:

How to fix:

"Attachment too large" errors

Error in the composer: *"Attachments too large: You're at 4.9 MB; email providers cap sends around 4–5 MB total. Remove some to send."* (Composer indicator turns red.)

Cause: The combined size of your attached files exceeds ~4 MB. This is a limit of the sending path (Gmail API, Outlook Graph, SMTP all cap outgoing message size in this range), not PortaPro.

How to fix:

"Daily email send limit reached" (429)

Error: *"Daily email send limit reached (200/day)"*.

Cause: Your user account has sent 200 emails today. Rate limits are per-user, per-day (UTC), and count every send from your connected inboxes composer, replies, sequence steps, and any invoice sends going through your inbox as the company sender.

How to fix: Wait until midnight UTC the counter resets and you can send again.

How to avoid hitting it: 200/day is well above normal small-business use (typical: 5–20/day). If you're hitting it, something is likely running away check for active sequences enrolling faster than expected, or an integration triggering repeated sends.

Need higher limits? Contact support.

Soft warning at 100: You'll get a toast warning past 100 sends in a day that's the soft cap, not a block. It's a heads-up that you're approaching the hard cap.

Invoicing sender fallback banner

When you see it: amber banner at the top of Company Sending: *"Your invoicing mailbox is disconnected, so invoices are sending from PortaPro's shared address again. Pick a new sender below or reconnect it."*

What happened: The inbox designated as your company's invoice sender (Tier 2) can no longer send. Instead of failing invoices, PortaPro falls back to Tier 3 (the shared PortaPro address). Every invoice sent while the sender is broken has been going out from `no-reply@mail.portaprosoftware.com` customers still get their invoices, just from a different From line.

Why it fell back: The designated inbox's owner disconnected it, revoked PortaPro's access, changed their password (Google/Microsoft), or deleted the app password (SMTP). The next send after the credentials broke triggered the fallback.

How to fix (pick one):

Invoices sent during the fallback are unaffected they went out, customers received them.

"That inbox is already connected"

Error on the connect flow: *"That inbox is already connected to another PortaPro user. Disconnect it there first."*

Cause: The email address you're trying to connect is already tied to another user's PortaPro account (usually a teammate in the same organization, but potentially a different organization entirely).

How to fix: The person who currently has it connected needs to disconnect it (Email Accounts → their card → Disconnect). Then you can connect it.

If you don't know who has it, ask around for a shared team inbox like `info@yourbusiness.com`, someone in your organization set it up. Admins can see all team connections on Email Accounts under "Team email connections."

If the connection is on a *different* organization entirely (e.g. someone else's PortaPro account somewhere), you'll need them to disconnect on their side.

Sequence enrollment paused

Symptom: On a lead/deal Sequence panel, an enrollment shows "Paused" instead of "Active" and no more steps are sending.

Common causes and fixes:

Verification stuck on "pending"

Symptom: you set up a business domain in Company Sending, added the DNS records, and clicked Check verification, but it stays on "Pending waiting for DNS."

Possible causes:

If you're stuck for more than a day, contact support with your domain name we can look up what our email provider is seeing on their end and pinpoint the mismatch.

Delivery tracking missing on some invoices

Symptom: Some invoices show delivery events (delivered, bounced, opened) and others don't.

Explanation: Delivery tracking depends on which sender path the invoice went through:

If your Company Sending is on Option 2 (designated inbox), delivery tracking is unavailable for those sends because real-mailbox APIs don't send us delivery webhooks. Sends still register as sent, but no delivered/bounced/opened events follow. If tracking matters to you, switch to Tier 1 (verified domain) or Tier 3 (PortaPro shared).

Historical invoices sent under a different Company Sending option keep their original tracking status the option is chosen per-send, so mixed history is normal.

Provider approval status (why some warnings exist)

Quick reference none of these cost money, and none block functionality:

Both Google and Microsoft have verified PortaPro, so neither shows an "unverified app" warning. See Personal Inbox Connections for the connection flow details.

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