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Troubleshooting

Most issues fall into a few buckets. Find yours below.

Gmail won't connect​

Work through these in order:

  1. Allow pop-ups for the MailPrism app so Google's sign-in window can open.
  2. Try a private/incognito window — browser extensions sometimes block OAuth.
  3. Clear cookies for google.com and the MailPrism site, then try again.
  4. Workspace account? Your admin may need to authorize MailPrism for your org.

See How to connect and If the connection fails.

"Reconnect Gmail" or reauthorization needed​

Google access tokens can expire, or you (or an admin) may revoke access from your Google account. When that happens, MailPrism can't read or organize your mail until you reconnect.

  • Open Settings → Gmail and use Reconnect on the affected account.
  • You'll go through Google's consent screen again — approve the same permissions.

See Reconnecting & reauthorizing.

Why this happens

Reauthorization is normal and occasional. It does not mean anything is wrong with your account — it's how Google keeps OAuth connections secure.

"Connections to Google are paused" (rate-limit banner)​

If you see an amber/orange/red banner saying all connections to Google's API are paused, MailPrism has hit a Gmail rate limit and is temporarily holding back requests to avoid extending the penalty.

  • The banner shows a live countdown and the affected account.
  • Nothing is broken — processing resumes automatically when the countdown ends.
  • You don't need to reconnect or change anything; just wait for it to clear.

This is most likely after a large burst of activity (for example, a big bulk action or a brand-new account doing its first sync).

"AI features temporarily unavailable" (AI health banner)​

A warning banner reading "[Provider] is temporarily unavailable" (or "AI features temporarily unavailable") means an AI provider is having a hiccup.

  • Your rules and non-AI features keep working — only AI conditions and AI analysis are affected while the provider is down.
  • The banner is dismissible and reappears if a different provider goes down.
  • If it persists and you use BYOK, check your key's status and your provider account in Settings → Privacy / Integrations.

A rule isn't firing​

Run the Test tool first — it shows exactly what matched and what didn't, without taking any action. See Testing rules. Then check, in order:

  1. Is the rule enabled? Look at its toggle.
  2. Do the conditions actually match? Test with a real example email's sender and subject. Use the test result to see which condition didn't match.
  3. AND when it should be OR? Over-strict logic is the usual culprit. See Combining conditions.
  4. Using AI conditions? Confirm AI features are on in Settings → Privacy — AI conditions never match while AI is off. See AI overview.
  5. Processing frequency. On hourly or daily mode, rules run on that schedule, not instantly. See Processing frequency.
  6. Quiet hours. Rules pause during your quiet-hours window; queued emails run once it ends. See Quiet hours.
  7. Priority / Stop processing. A higher-priority rule with Stop processing on may be handling the email first. See The order rules run in.
  8. Plan limits. Check your usage in Billing.
Narrow it down fast

Temporarily simplify the rule to a single condition. If it fires, add conditions back one at a time until you find the one that was too strict — or let the Test result point you straight to it.

A rule did too much​

If a rule matched mail you didn't intend:

  • Undo it from the Rule Logs (see below), then tighten the conditions — add an AND (for example, also require a sender relationship).
  • Disable the rule while you adjust it, rather than deleting it.
  • For sending actions, switch Send reply to Draft reply until you trust it.

See Best practices.

I can't undo an action​

The Rule Logs include an Undo button, but it has limits:

  • Grace period. Undo is only available for a configurable window after the action ran (a workspace setting, Settings → Safety). After that, the option expires.
  • Already undone. An action can only be undone once.
  • Irreversible actions. Some actions — like permanently trashing a message — can't be reversed and won't offer Undo.

If Undo isn't offered, check the action type and how long ago it ran.

I'm not getting MailPrism emails​

  1. Check your spam/junk folder.
  2. Add MailPrism's sender address to your contacts.
  3. Confirm the digest is on and review delivery time in Notifications.
  4. Check your category preferences — a category you've muted won't send a digest.

AI signals look wrong​

AI is strong but not perfect — sarcasm and unusual phrasing can trip it up. For important rules, combine an AI condition with a plain one (like sender relationship) for reliability. You can also correct the AI over time; see AI personalization.

Still stuck?​

Reach support with the Help button inside the app — include the rule name and an example email if it's about a specific automation, so we can help faster.