Troubleshooting and FAQ
Answers to the questions people ask most about Relay, from missing emails to failed Messenger replies.
I connected my email, but new messages aren’t showing up
Relay checks for new mail about every five minutes, so give it a few minutes. To check straight away, open Settings, then Connect Email Account, and select Sync now beside the account. Back in the inbox, select Refresh emails.
If the account shows Sync error, the password or app password has probably changed. Disconnect the account and connect it again. See Connect your email.
I set the sync interval to every minute. Why is it slower?
Relay currently checks every account about every five minutes, whatever the Sync interval (minutes) setting says. Use Sync now when you need mail right away.
My replies won’t send
Relay sends every email through a setup under SMTP Setup, even if you connected Gmail with Google. Check that you’ve added one, then send yourself a test with the Test button. See Send mail with SMTP.
My provider rejects my password
Many providers, including Gmail, Outlook and Yahoo, won’t let other apps sign in with your normal password. Create an app password in your provider’s security settings and use that instead.
How do I change an account’s password or server?
Connected accounts can’t be edited. Select Disconnect, then connect the account again with the new details. Emails already synced stay in your inbox.
Can I connect more than one Gmail account?
You can connect one Gmail account with Connect with Google. Add others with Custom IMAP and an app password.
Which address do my emails come from?
Your default setup under SMTP Setup, using its From Email and From Name. There’s no way to pick a different sender while you write.
I can’t find an older conversation
The list shows your 20 most recent conversations. Search by subject, sender name or sender email to find older ones.
Can I reply to everyone, forward an email or add an attachment?
Not yet. Relay offers Reply, which goes to the sender, and you can copy others in with Cc. Forwarding, reply-all and attachments aren’t available at the moment.
Why does an email look plainer than in my usual mail app?
Relay cleans every email and shows it in a protected frame, so nothing harmful hidden inside can run. Some styling may be dropped along the way.
Can I rename a folder?
No. Delete the folder and create a new one with the name you want.
Messenger
My Messenger reply failed
Facebook only allows businesses to reply within 24 hours of the customer’s last message. If it’s been longer, the reply can’t be delivered. Once the customer writes again, you can reply. See Facebook Messenger.
New Messenger messages aren’t appearing
The Messenger inbox doesn’t update on its own. Reload the page to see new messages.
“Go to Settings” took me to the email settings
That’s a known quirk. In Settings, choose Connect Messenger in the menu to connect your Pages.
Can I tell which replies Tron sent?
Not in Relay. Replies from Tron’s chat agent look the same as your team’s. See Tron to check or change how Tron answers.
Analytics and team
Why doesn’t Avg First Response change when we answer on Messenger?
It’s worked out from email conversations only for now. See Analytics.
Why is my Open Conversations number so high?
Conversations stay open until someone changes their status. Mark finished ones Resolved or Closed to bring the number down.
A teammate can’t see Messenger or change settings
Their role doesn’t include it. Check their role in Settings, then Teams & Permissions, or create a custom role with the access they need. See Team and permissions.
Still stuck?
Open the module switcher and select Share feedback to tell us what’s happening. It reaches the team along with the page you were on. For anything urgent, email support@oroe.ai. For help with your Oroe account itself, see Getting started.