Troubleshooting

Fixes for the common issues, in order.

Most issues come down to the Microsoft connection, your plan state, or a rule doing exactly what you told it to. Here's how to spot and fix the common ones.

Mail has stopped filing

Check these in order:

Re-auth needed? An orange badge on the mailbox (sidebar, top bar, or Health) means Microsoft revoked access — usually after a password change or withdrawn consent. Use Reconnect and sign in with Microsoft again. Nothing is lost.
Trial ended? A banner will say so. New mail pauses until you subscribe. Your mailbox is untouched.
Mailbox parked? On a team, your mailbox may be without a seat. Ask your admin to assign one — see Teams.
Account suspended? A red banner means an operator paused the account. Filing stops until it's restored; contact support.

A message went to the wrong folder

Open the audit log, find the row, and press Undo to put it back.
To stop it happening again, fix the rule on Mappings, or use Don't move on the dashboard to exclude that sender's domain.
Remember the resolution order: a specific-address rule beats a domain rule, and your Outlook rules beat Sortfully's filing.

A message didn't move at all

It may still be unread — by default Sortfully files only after you've read a message (reply-safe delay). Change this in Settings.
The sender's domain may be excluded, or pinned (kept) — check Mappings and the Kept messages list in Settings.
An Outlook rule of yours may have moved it first. Review it on Inbox rules.

My phone notifications stopped opening mail

This usually means filing-on-arrival is on, so mail leaves the Inbox before you tap the notification. Turn on Only move mail after I've read it in Settings.

Backlog cleanup is slow

That's deliberate. The sweep is paced and chunked to stay under Microsoft's throttling limits, and on a trial it's capped per day. Health shows the live rate and an estimate. Large inboxes finish over time.

I want to start over

Disconnect the mailbox to clear its mappings and history (your Outlook folders stay as they are), then reconnect and run onboarding again.

Still stuck?

Contact support. If they need to investigate, they may enable temporary, content-free diagnostics — you'll see a banner while that's active.