Email account errors can pause your campaigns. This article walks you through identifying and fixing common disconnection errors.
To check the email accounts that are in error or disconnected, please follow the steps below:
Go to the Email Accounts dashboard
Filter by "Sending error/Has errors" status to see all problematic accounts
Click "Test domain setup" to verify your DNS records are configured correctly. Missing or incorrect DNS records (MX, SPF, DKIM, DMARC) can cause emails to bounce and accounts to disconnect
DFY/Airmail/Pre-warmed Accounts
Your DFY/Airmail/Pre-warmed accounts purchased from Instantly may have been canceled, leading to disconnection.
Go to the Email Accounts & Domains section
Click the domain to verify the status of email accounts.
If Instantly AirMail accounts are canceled: Reorder them via Email accounts → Add New → Instantly Airmail → Existing domains
If DFY/Pre-warmed Google accounts are canceled: Reorder them via Email accounts → Add New → DFY Google → Existing domains
If accounts are active but disconnected: Our system handles reconnection automatically, and no manual action is needed. If the issue persists after 24 hours, please contact support.
DNS error
Your domain's DNS records are either missing or incorrectly configured, which can result in bounced emails and account disconnections. Required DNS Records:
MX Record: Routes incoming emails to your inbox (required to receive replies)
SPF Record: Authorizes your domain to send emails (reduces spam flags)
DKIM Record: Adds a digital signature to verify email authenticity
DMARC Record: Authenticates your emails as coming from a legitimate source
Step 1: Verify DNS records
Click "Test Domain Setup" in the Email Accounts dashboard
Review which records are missing or incorrect
If DNS records are missing, contact your domain provider or follow our setup guide
Step 2: Reconnect accounts
After configuring DNS records, reconnecting the email accounts often resolves the issue.
Go to the Email Accounts dashboard
Click the three dots next to the email account
Select "Delete" from the dropdown
Click "Add or Buy Accounts" -> "Connect existing" to add the accounts back
Can't Create New Access Token
This usually happens when your email provider is unable to share the token with Instantly or has revoked access to the token. Common causes:
Recently changed email password
Token expired
How to fix:
Go to the Email Accounts dashboard
Click the three dots next to the email account
Select "Delete" from the dropdown
Click "Add or Buy Accounts" -> "Connect existing accounts" to add the accounts back
Daily user sending limit exceeded
You've hit your daily email sending limit set by your email provider, or your campaign emails have been flagged as spam, triggering a temporary restriction.
How to fix it:
Modify email copy: Refresh or slightly modify your email copy
Avoid links in first emails: Links in initial outreach trigger spam filters
Use spintax: Add variation to your emails to avoid pattern detection
Reduce daily volume: Recommended limit is 30 campaign emails + 10 warmup emails per day per account
These changes typically resolve the issue within 24-48 hours as your sending reputation resets.
SMTP is disabled (Microsoft/Outlook accounts)
SMTP authentication is turned off in your Microsoft Outlook account settings.
How to fix it:
Enable SMTP for your Outlook accounts.
Remove the email account from Instantly
Wait 1 hour (this is critical to allow Microsoft to update and share new tokens)
Click "Add or Buy Accounts" -> "Connect existing -> Microsoft" to add the accounts back