When Eva loses access to your inbox, she stops working on it until the connection is fixed. Here is how to spot it, reconnect the right account, and stop it happening again.
How you'll know
A banner in Eva's chat says Eva needs attention. Click Fix.
In Eva's Settings, under Inbox, a warning says "Issue with connected account" or "Mailbox not accessible", with Reconnect and Switch account.
Reconnect the right account
Click Reconnect and sign in with the mailbox Eva should manage.
Check that Settings, under Inbox, now shows the right email address.
Watch out for the wrong account. If your browser is already signed in to another Google or Microsoft account, Reconnect can connect that account instead, without warning.
To avoid it:
Microsoft: click Switch account, open the list and choose + Connect account. Microsoft then asks which account to use: choose Use another account and sign in with the right mailbox.
Google or Microsoft: sign out of your other accounts in that browser first, or open Marblism in a private (incognito) window, then click Reconnect.
On the mobile app: reconnect from a computer, or first sign out of the other account in your phone's browser.
If the wrong account was connected, remove it: go to Integrations, open Connected, click the account, then click Disconnect.
Why it happens, and what to do
Your password changed, or access was removed. This is the most common cause for Gmail and IMAP. Reconnect. For IMAP, sign in with your new password or a new app password.
A Google permission was unticked or removed. The permission card in Settings shows Reauthorize. Click it and keep every box ticked on Google's screen.
"Mailbox not accessible" on a Google account. Gmail isn't turned on for this account. Ask your Google Workspace admin to turn it on. If your email is actually hosted elsewhere (for example IONOS or Namecheap), connect it with IMAP instead.
"Mailbox not accessible" on a Microsoft account. The mailbox is deactivated, has no licence or is hosted on your company's own server, or your organization has turned Marblism off. Ask your Microsoft admin. To turn Marblism back on, they open the Microsoft Entra admin center, go to Enterprise apps, All applications, Marblism, Properties, and set Enabled for users to sign-in? to Yes. Then click Reconnect. IMAP isn't an option for Microsoft 365 mailboxes.
A shared IMAP mailbox was disconnected by someone else. When one person disconnects a shared mailbox, it stops for everyone. Each person reconnects it.
Eva was paused for a long time. Microsoft access can lapse after about 90 days without use. Reconnect.
It may fix itself
Marblism checks a broken connection again several times over the next 24 hours, and restores it if access works again. Reconnecting fixes it right away.
After you reconnect
If emails arrived while Eva was disconnected, ask her in the chat to go through them.
When it isn't a disconnection
Eva is paused. Resume her from the three-dots menu in her chat: Resume AI Employee.
It's outside your team's working hours. Eva skips new email outside working hours.
Your own mail rules move emails out of the Inbox. Eva only checks the Inbox folder.