The "Grey Check" Alert
If you log into SendScale and see a Grey Check Icon or a status labeled "Disconnected" in the Accounts tab, it means the connection pipeline between SendScale and your email provider has been severed.
Consequences:
Active Campaigns for this email are PAUSED.
Warmup is PAUSED.
New replies will NOT appear in SmartBox.
Common Causes
Password Change: If you changed your Gmail or Outlook password, the "Auth Token" we hold becomes invalid instantly.
Session Expiry: Microsoft 365 tokens often expire every 90 days automatically for security.
Google Security Alert: If Google detects a login from a new server location, they may revoke access until you re-verify.
How to Reconnect
DO NOT DELETE THE ACCOUNT. Deleting the account removes it from all campaigns and wipes your warmup history.
Navigate to the Accounts tab.
Locate the account with the red error status.
Click the "Reconnect" button (or the 3-dots menu > Reconnect).
Re-Authenticate:
For OAuth: A pop-up will appear. Select your account and click "Allow" to issue a fresh token.
For App Password: You may need to generate a new App Password in your Google Account settings and paste it into the field.
Resume: Once the status turns Green/Active, go to your Campaigns tab. You may need to manually toggle the campaign back to "ON" if the system auto-paused it for safety.