Mailbox isn't fetching new mail

Check these in order. In most cases, it's one of the first three.

1. Red banner "server rejects the password"

Open Settings → Mail accounts. If there's a red banner at the top, the provider rejected the login or password and Faldro has paused fetching from that mailbox. Click Fix password, enter the current password (or a new app password) and save — syncing resumes on its own. Details: server rejects the password.

2. Priority set to "paused" or "low"

Check the priority column on the accounts list. Paused = nothing is fetched until you change it. Low = infrequent fetching; forced on the free plan. Edit the account and set it to "medium" or "high", if your plan allows it.

3. Manual sync

The Sync now button next to an account starts fetching immediately and opens the progress page. It has an hourly limit (4 on the free plan). If progress gets stuck on one folder with an error, read the message — it usually says exactly what the server rejected.

4. Provider has IMAP switched off

Some providers (WP, o2, Interia, some hosting companies) have IMAP disabled by default, and you need to enable it in the mailbox's browser settings. Symptom: the connection test fails with a login error despite a correct password, or the server doesn't respond on port 993 at all.

5. Mailbox marked "inactive"

The Inactive badge and amber banner only mean no message has arrived in over a year — it's informational, not an error. If you're expecting mail, check with the provider whether the address still exists and whether there's a forward set up.

6. Sync health for the whole organisation

An admin has a Sync health page in settings (Settings → Administration): the latest fetch per account, duration, errors. If every account is stuck at once, it's not a problem with your mailbox — contact us and give the organisation name.

Still nothing?

Report it with the mailbox address, the provider's name, and the error text from the progress page: how to report a problem.