FAQ

Short answers to the questions people ask most.

Can Sortfully read my email?

It never reads the body or attachments of your mail — ever, enforced in the code. It reads routing metadata (sender address and domain, time, your folder list) to file by organisation, and by default it also records the subject line in your own activity log so you can see what was filed. You can switch any mailbox to metadata-only, including before you connect it. See what Sortfully reads.

Will it move mail before I've seen it?

Not by default. Sortfully files after you've read a message, and waits a short reply-safe delay so notifications keep working and you have time to reply. You can change this in Settings.

What happens to my existing folders?

Whatever you choose during onboarding. Keep reuses only matching folders and leaves the rest alone; Replace lets Sortfully tidy the layout, previewing any destructive change first. You can protect individual folders either way.

What if I rename a Sortfully folder in Outlook?

Nothing breaks. Sortfully tracks each folder by Outlook's stable folder ID, not its name, so mail keeps filing into the same folder, the mapping is unaffected, and no duplicate folder is created. Sortfully also picks up the new name within a few minutes and shows it on the Mappings page.

Can I undo filing?

Yes — every filing has an Undo, on the dashboard and in the audit log. Backlog filings can be undone too.

What's the difference between Move and Tag?

Move puts mail into a folder; Tag leaves it in the Inbox with a coloured label; Both does both. See How filing works.

Does it work with shared mailboxes?

Yes. Shared mailboxes file on a regular polling sweep instead of real-time notifications, and are managed by an admin on a team.

How am I charged?

Per mailbox — one seat each. Adding a seat is immediate and prorated; removing one takes effect at renewal. See Billing & plans.

What if I cancel?

Filing continues to the end of the period, then stops. Your data enters a recovery window (about 30 days) — resubscribe to keep it, or delete it now. See Billing.

Why is a sender filing into a folder I didn't expect?

Folders are named from the sender's organisation domain, with the public suffix removed — so news@thetimes.co.uk files into thetimes, not "news" or "co". See How filing works. If two rules could match, the resolution order decides.

Do I need to be a Microsoft admin to use it?

For a personal or single business mailbox, no — you just sign in. Tenant-wide features like group sync and shared mailboxes need a Microsoft administrator to grant consent.

How do I get help?

Start with Troubleshooting. If that doesn't cover it, contact support.