Email problems, by message

Find the message you see below. Each one says what it means and what to do, in order.

That mail server address is not allowed.

You typed a mail server address that Adapt will not connect to.

1. Check the host name against what your email provider published. It looks like smtp.yourprovider.com.
2. Remove any spaces or http:// at the start.
3. If it is correct and still refused, ask your provider whether they have a different server name for apps.

That mail server could not be found. Check the host name.

The name you typed does not exist.

1. Look for a spelling mistake.
2. Compare it with your provider's own help page for "SMTP settings".
3. Try again.

The mail server refused the connection. Check the port.

The server is there, but not on the port you chose. Most providers use 587 or 465. A port Adapt does not support shows That port is not supported.

1. Change the port to the one your provider lists.
2. Try again.

The mail server did not answer in time.

The server was too slow or is not reachable from here.

1. Wait a minute and try again.
2. If it happens twice, check your provider's status page.

The secure (TLS) connection failed.

The port you chose and the security setting do not match. Port 465 expects a secure connection from the first moment; port 587 starts plain and then upgrades. Pick the port your provider lists and try again.

The sign-in was refused. Check the email address and the app password.

The server rejected the email address or password.

1. Check the email address.
2. For Gmail, an ordinary password does not work. Gmail needs a 16-character app password, made after you turn on 2-Step Verification. The form shows "16 characters, no spaces".
3. Paste the app password with no spaces.
4. If your organisation uses single sign-on, ask your administrator for an app password.

Could not reach the mail server. Check the host and the port.

A general "could not connect". Work through the host, the port and your internet connection, then try again.

The mail server refused the connection. Check the settings.

The server answered and said no. Re-check the host, port, email address and password together.

It did not connect. Check the details and try again.

Something went wrong that Adapt could not name. Re-enter every field. If it still fails, contact support and say which provider you use.

Not connected: followed by a reason

On the mailbox list, a mailbox that failed shows Not connected: and a short reason. The reasons are the same as the messages above, in short form:

Open the mailbox, correct the setting named, and save. Until it shows as connected, it cannot send.

Needs sign-in, not available in Adapt Leads yet

A mailbox that signs in through a browser window (not a password) has lost its sign-in. Adapt Leads cannot redo that sign-in for you yet.

1. Connect the mailbox again with a password or app password instead.
2. Until you do, leave it out of campaigns.

Sending is not available yet.

The email sending service did not answer when Adapt asked it to send. Nothing was sent.

1. Wait a few minutes and try again.
2. Check that the campaign was approved and that a connected sending mailbox is chosen.
3. If it is still there after an hour, contact support.

See also My email is not sending.

Subsequences are not available yet

A subsequence is a separate follow-up track that starts when a lead gets a status, such as Interested. Adapt Outreach does not run them. A reply stops the main sequence and lands in the Unibox. Nothing to fix: it is not built.

Add many mailboxes at once from a CSV. Not available yet.

Mailboxes are added one at a time. Not built.

Microsoft is moving to its own sign-in. Not available yet.

Connect a Microsoft mailbox with an app password for now, if your account allows one. A Microsoft sign-in button is not built.

Opens and clicks are not tracked, to protect deliverability

This is not an error. Adapt does not track opens or clicks, so the reply rate is the real signal. The line Figures per step are not available yet means per-step numbers are not built. The line Tracking, plain text, per-company limits and the rest. Opens and clicks are off; the others are not available yet means those settings cannot be changed.

Emails sent each day is not counted yet

The campaign page can read the total sent for each campaign, not the day each went. The totals are all-time.

No sending mailbox yet

A campaign needs at least one connected mailbox that is allowed to send. Open Email accounts, connect one, then choose it on the campaign. Warm-up inboxes are listed under "Warm-up inboxes cannot send campaigns": they are for building a sender's reputation only.

This campaign is archived. Unarchive it before changing it.

You cannot edit an archived campaign or add people to it. Unarchive it first. Only the campaign's owner can bring it back: others see Only the campaign owner can bring this campaign back.