The Alert
If you log into SendScale and see your account has been disconnected, it means SendScale has lost the permission to access that email account.
Immediate Impact:
All active campaigns for this email are PAUSED.
Warmup is PAUSED.
SmartBox stops receiving new replies.
Common Causes for Disconnection
1. Password Change (Most Common)
If you change your Google or Outlook password, the "Token" we hold becomes invalid immediately. This is a security feature of your email provider.
2. OAuth Token Expiry
Sometimes, Google or Microsoft will expire a token simply because it has been active for too long (usually 90 days), or if they detect a login from a new location. Microsoft 365 accounts are particularly prone to this.
3. Admin Intervention
If you are part of a larger organization, your IT Admin might have reset permissions or disabled "Third Party App Access," cutting off SendScale.
How to Reconnect (The Fix)
Do not delete the account! Deleting the account removes it from campaigns and deletes its warmup history.
Navigate to the Accounts dashboard.
Locate the account with the error.
Look for the 3-dots menu > Reconnect.
Re-Authenticate:
If using OAuth: A Google/Microsoft popup will appear. Select the account and click "Allow" again.
If using App Password: You may need to generate a new App Password in your Google settings and paste it into SendScale.
Verification: Once finished, the Auth status will turn Green.
Resume: Check your campaigns. You may need to manually toggle the campaign back on if it auto-paused.
Prevention Tip: If you manage client accounts, advise them not to change passwords frequently, as you will need to re-authenticate every time they do.