Troubleshooting common issues
Quick fixes for the most common problems
Updated December 2025
First steps: Quick fixes
Before diving into specific issues, try these simple fixes first. They resolve most problems:
- Refresh the page: Press Ctrl+R (Windows) or Cmd+R (Mac)
- Clear your browser cache: Go to browser settings and clear cached data
- Try a different browser: Sometimes browser-specific issues occur
- Log out and log back in: This refreshes your session
Contact Support: If these quick fixes don't resolve your issue, contact our support team at [email protected]. We typically respond within 24 hours and can help troubleshoot specific problems.
Emails not loading or displaying
If your emails aren't appearing in your inbox:
- Refresh the page (Ctrl+R or Cmd+R)
- Check your email filter settings - make sure you're viewing the correct folder
- Verify your email account is still connected in Settings → Connected Accounts
- Try disconnecting and reconnecting your email account
- Clear your browser cache and reload
💡 Still stuck? Still not working? Email [email protected] with details about which email provider you're using and any error messages you see.
AI not generating responses
If the AI isn't generating replies:
- Refresh the page and try again
- Check that you've selected an AI model in Settings → AI Model
- Verify your subscription is active in Settings → Billing
- Make sure you're not hitting rate limits (too many requests too quickly)
- Try clearing your cache and reloading the page
Need help? If AI responses still aren't generating, contact [email protected] and let us know which AI model you're using and what happens when you click generate.
Can't connect email account
Having trouble connecting Gmail, Outlook, or IMAP?
- Make sure you're using the correct credentials
- For Gmail/Outlook: Verify you're granting all required permissions during OAuth
- For IMAP: Double-check your server settings and port numbers
- Check if your email provider requires app-specific passwords
- Try the connection process in an incognito/private browser window
Connection issues? Email connection issues can be tricky. Contact [email protected] with your email provider name and any error messages, and we'll help you get connected.
Google Sheets not syncing
If your connected Google Sheets aren't updating:
- Refresh the page to reload sheet data
- Verify the sheet URL is correct in Settings → Google Sheets
- Check that you have edit permissions on the Google Sheet
- Make sure the sheet has the correct column headers (if using for lookups)
- Try disconnecting and reconnecting the sheet
Sheet problems? Sheet syncing issues often relate to permissions. Email [email protected] and we can check the connection on our end.
Login problems
Can't log into your account?
- Clear your browser cookies and cache
- Try resetting your password using "Forgot Password"
- If you have 2FA enabled, make sure your authenticator time is synced
- Check if you're using the correct email address
- Try logging in from a different browser or incognito mode
Locked out? Locked out? Contact [email protected] immediately and we'll help recover your account.
Slow performance or timeouts
If Eskra is running slowly:
- Refresh the page to clear any stuck processes
- Clear your browser cache
- Close other browser tabs to free up memory
- Check your internet connection speed
- Try using a different browser
Slow performance? Performance issues can have many causes. Email [email protected] and tell us what you were doing when things slowed down.
Error messages
If you see an error message:
- Take a screenshot of the error
- Note what you were doing when the error appeared
- Try refreshing the page
- Clear your cache and try again
- Email [email protected] with the screenshot and description
Error reporting: Error messages help us identify and fix bugs quickly. Always send them to support so we can investigate.
When to contact support
Don't hesitate to reach out to [email protected] if:
- The quick fixes above don't resolve your issue
- You're seeing persistent errors or unusual behavior
- You need help with account recovery or billing
- You have questions about features or best practices
- Something just doesn't feel right
We're here to help: We typically respond within 24 hours and are here to help. Include as much detail as possible: what you were doing, what went wrong, browser/device info, and any error messages.