Health & troubleshooting
The four status badges explained, how to reconnect a broken inbox, when to rotate vs recover, and what to do when an inbox's reputation starts sliding.
Once your sending inboxes are set up, most of the ongoing work is keeping them healthy. This page covers every status an inbox can be in, how to fix a broken one, and — when all else fails — how to retire an inbox that's burnt out its sender reputation.
The four statuses an inbox can be in
Every row in the Email Accounts table shows a Status column with one of four values:
| Status | What it means | What you should do |
|---|---|---|
| Active (green) | Connected and sending normally. | Nothing — it's working. |
| Paused (yellow) | You manually stopped this inbox. No campaign emails, no warmup emails going out. | Turn it back on when you're ready to use it again. |
| Error (red) | The connection to the email server is broken. Usually because a password or OAuth token expired. | Click the row and use Reconnect. |
| Warmup (yellow) | Still in initial warmup. Not ready for real campaigns yet. | Wait — typically 2 weeks for DFY accounts. |
The Status filter at the top of the Email Accounts table includes Status, Active, Paused, Has Errors, and Initial Warm-up. Use Has Errors regularly to catch issues before they affect campaigns.
Managing a single inbox
Click any row in the Email Accounts table to open the settings panel on the right.
What you can see and edit:
- Enabled / Disabled toggle — turning this off stops all activity (both real campaign emails and warmup emails). The inbox moves to Paused status.
- Status badge — Active, Paused, Error, or Warmup.
- Email address (read-only).
- First Name / Last Name — the sender name that appears on outgoing emails. Edit and click Save. Existing sent emails aren't retroactively updated — only future sends use the new name.
- Reconnect button — only shows when the inbox is in Error status.
Your changes save immediately when you click Save.
Reconnecting an inbox in Error
The most common reason an inbox goes into Error is that the connection expired. This happens when an OAuth token rotates, a password changed, or an app password was revoked.
Open the settings panel
Click the row of the errored inbox.
Click Reconnect
The Reconnect button is visible only when the inbox has Error status.
Complete the re-authorisation
The platform handles re-authorisation automatically for pre-warmed and DFY inboxes.
Watch for a toast
You'll see a confirmation: "OAuth reconnect initiated. This may take up to 48 hours to complete." In practice it's usually seconds.
While reconnecting, the inbox shows "Reconnect in Progress." Once successful, status returns to Active.
If reconnect doesn't work after 48 hours, contact support with the affected inbox addresses — they can trace the issue and reprovision if needed.
Bulk actions
Select multiple rows with the checkboxes on the left and a Bulk actions menu appears:
| Bulk action | What it does |
|---|---|
| Enable Accounts | Turns on all selected inboxes. Useful after you've paused a batch while investigating an issue. |
The Move Accounts button at the top of the table becomes available after you select at least one row. It opens a Move accounts dialog with a Select destination workspace dropdown and a final Move accounts button.
Managing domains (not individual inboxes)
Domain billing is managed from Settings → Billing → Email Accounts & Domains. That card shows Total Domains, Total Inboxes, yearly domain pricing, monthly inbox pricing, Cancel, Cancel all, and Buy More.
The Cancel controls are for managed domains and their inboxes, not for a single row in the Email Accounts table. Use them only when you are intentionally retiring the domain/inboxes.
Moving selected inboxes between workspaces starts from Cold Email Agent → Email Accounts: select the rows, click Move Accounts, choose a destination workspace, then review before using the final Move accounts button.
The burnt-inbox playbook
Sometimes an inbox's reputation just... breaks. High bounce rates from a bad list, a campaign that hit spam filters, or too-fast sending can all send sender reputation into a hole that's hard to climb out of. When that happens, recovery is slow and uncertain. Replacing the inbox is usually faster.
Stop sending from the burnt inbox immediately
Remove the inbox from active campaigns immediately. If you toggle Enabled off, it pauses all sending — real campaigns and warmup both — so use that only when you want the account fully paused.
Figure out what broke it
Ask yourself:
- Did I use a bad list? Purchased lists or stale lists often have high invalid-email rates. A wave of bounces tanks reputation fast.
- Did I send bad copy? Spam-trigger words ("limited time!", "URGENT", all-caps subjects), too many links, or outright spammy content can flag the emails.
- Did the inbox send before it was ready? New or recently-warmed inboxes are fragile. The platform caps campaign sending at 35 emails per inbox per day, but list quality and copy still matter.
- Is domain authentication broken? Check SPF/DKIM/DMARC status on the domain.
Don't skip this step. If you replace the inbox without fixing the underlying cause, the new one will burn out the same way.
Bring up a replacement
Two options:
- Fastest: buy a pre-warmed inbox. Ready to send today.
- Slower: buy a DFY inbox, then wait through the 2-week warmup.
Move campaigns to the new inbox
On each affected campaign's Options tab, update the selected sending accounts — remove the burnt inbox, add the fresh one.
Let the old inbox rest
Keep the burnt inbox out of campaigns for weeks. Let warmup continue if you are trying to recover reputation. Or, if you're sure it's beyond saving, cancel the domain from Settings → Billing → Email Accounts & Domains to stop paying for the managed domain and inboxes at the end of the current period.
When to rotate vs recover
Most of the time, replacing the inbox is faster and safer than trying to recover it. Recovery is mainly worth trying when you want to keep the domain and you are willing to leave the inbox in warmup with no campaign sends for a while.
| Signal | Try recovery | Rotate or replace |
|---|---|---|
| Health score drops below 90% | Pause campaign sends and leave warmup running if you want to keep the domain | Replace if it does not rebound quickly |
| Health score drops below 80% | Replace | |
| One campaign had a bounce spike, and you fixed the list | You can pause sends, keep warmup running, and test cautiously | Replace if performance stays weak |
| Reply rate including auto-replies stays below 1% across multiple campaigns | Replace | |
| Multiple clean campaigns from this inbox all underperform | Replace | |
| Pre-warmed inbox shows reputation decline | Usually buy a replacement | |
| DFY/domain you want to keep | Leave the inbox in warmup with no campaign sends for a few weeks | Replace or cancel if it still does not recover |
Rule of thumb: if multiple clean campaigns from the same inbox produce less than 1% reply rate with Include auto replies turned on, the inbox is probably the problem. Replace it rather than trying to squeeze more campaign sends out of it.
You'll know an inbox is recovered (or was a lost cause) when…
Recovered:
- Health score climbs back above 90% over a few weeks of warmup only (no real sends).
- When you start sending small test campaigns, reply rate including auto-replies is above 1% again.
- Bounce rate stays under 3% on new campaigns.
Lost cause:
- Health score stays below 90% even after weeks of warmup-only rest.
- Reply rate including auto-replies stays below 1% across multiple clean campaigns.
- DMARC reports show the domain itself is being rejected by major providers.
Lost causes need to be rotated — you can't rebuild a completely burnt reputation.
If something's not right
An inbox is permanently stuck in Warmup status after more than 3 weeks
That's outside the normal range. Contact support with the email address — there may be a provisioning issue worth investigating.
My health score dropped but I didn't send anything
Sometimes warmup traffic alone hits a spam filter — usually a single blacklist hit that the warmup network works around over the following days. If the score is still down after a week, contact support.
I can't find the Reconnect button
Reconnect is visible only when the inbox is in Error status. If the inbox is in Paused, Warmup, or Active state, there's no need to reconnect. If you need to replace a managed inbox, buy a replacement or contact support rather than disconnecting it from the table.
My campaign uses the inbox but it's stuck in Warmup
You can't send campaigns from a Warmup-status inbox. Either wait until it turns green, or move the campaign to a different, already-ready inbox from the Options tab.
Related
- Warmup — how warmup and health score work in detail
- DFY warmup & reconnect errors — DFY warmup expectations and what to do when a reconnect stays stuck
- Domain provisioning — SPF/DKIM/DMARC troubleshooting
- Deliverability — the broader picture of why reputation matters
- Email Accounts FAQ → replacing burnt inboxes
- Email Accounts FAQ → fixing an account with an error