Mail that stops arriving almost always traces back to one mailbox losing its grant to your provider, not to BrokerPlus itself. This covers how to see that, what actually broke, and what a reconnect does and does not touch.
Check the Mailbox Is Still Connected
Open the mailbox area of settings and look at the row for the mailbox in question. A red badge leading its name, with its own icon rather than only a colour change, means it can no longer authenticate with your provider - that is the one state worth acting on. Everything else on the row (its signature, its calendar link, who it is shared with) is unaffected and still there.
Reconnect an Expired Mailbox
The failure almost always comes down to one of two things: the OAuth token your provider issued has expired, or access was revoked on the provider's side - a password change, a security review, an admin pulling the app's permission. BrokerPlus reads that from your mail provider and marks the mailbox expired or error accordingly, both of which show as Reconnect on the row. Click it and BrokerPlus re-grants the same account rather than disconnecting and reconnecting from scratch, so your signature, calendar link, and sharing settings all survive untouched. This is why reconnecting is worth doing before anything more drastic: it repairs the grant, not the mailbox's history.
Why a Connect Was Refused
Occasionally a connect or reconnect is refused outright, and the reason is parked for the settings page to show you when you land back on it: the address is already connected elsewhere in your organization, you have hit your mailbox limit, your team already has a Team inbox, or the reconnect attempt itself failed and needs another try. A mailbox carried over from a very old connection method has no re-grant to request at all - that one needs a plain disconnect and a fresh connect rather than Reconnect.
Why an Older Message May Never Appear
Connecting a mailbox for the first time walks back through its recent history once, by default about six months, so mail is not read all the way to the beginning of the account. That first walk runs a single time; it is not a rolling window in your general sync, and finding an email from three years ago that never showed up is expected rather than a sign anything is broken. A reconnect after an expired grant does not repeat that walk either - only new mail resumes from where the connection left off.
When a Send Fails
A message that could not go out says why, right on the message, inside the thread. When the reason is that its mailbox is disconnected, the notice carries its own Reconnect action, which is the fastest path back for a message stuck mid-send. Other reasons - no number to send from, no recipient to send to, or the provider itself refusing the message - point at something other than the mailbox's connection, and reconnecting will not change them.
What to Do Next
- Connect Your Email if the mailbox needs a fresh connection rather than a reconnect.
- Use Your Inbox to see where a message sits once your mailbox is syncing again.
- If sign-in itself is the problem rather than one mailbox, see the article on getting back into your account.