---
title: "Troubleshooting mail connection"
slug: "troubleshooting-mail-connection"
description: "Learn how to troubleshoot and resolve the most common issues when managing emails in Kommo."
tags: ["Email Troubleshooting", "Mail Connection Issues", "Syncing Emails"]
updated: 2026-06-29T13:33:59Z
published: 2026-06-29T13:33:59Z
canonical: "support.kommo.com/troubleshooting-mail-connection"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.kommo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting mail connection

# 

# 

> [!NOTE]
> **What you’ll need:**
> 
> - Any Kommo plan (Base, Advanced, Pro, Enterprise, or 14-day trial)
> 
> **Keep in mind:**
> 
> - Only **Admins** can connect shared email accounts, create email templates, and add signatures
> - Kommo syncs only two folders from your email service: **Inbox** and **Sent**.
> - Kommo supports IMAP/SMTP email services like Gmail, Outlook, and Yahoo

## Emails stopped syncing

If emails are no longer appearing in Kommo but are still available in your mailbox, your email password may have been changed. To reconnect your email, check the following:

1. Go to the **Mail** section.
2. Click **Settings** in the top-right corner.
3. Select the required mailbox.
4. Click **Disconnect email** (do not delete emails).
5. Then reconnect your mailbox: Click **Enable** and you will be redirected to a permission page. Click **Allow** *(make sure you are logged in to the correct account)*.

Also, check the following:

- Ensure **IMAP access is enabled** in your email settings.
- Emails are only synchronized from the **Inbox folder**. Emails in other folders will not be synced.
- If only some emails are missing while sync is working, check **Sent** and **Deleted** folders.
- If the sender and recipient are the same, emails may appear in **Sent** instead of Inbox.

## Incorrect password for 2FA while logging in

If you see an “incorrect password” message while logging in and two-factor authentication (2FA) is enabled on your email account, please follow these steps:

1. Go to your email settings → **Security** (the exact path may vary depending on your email provider).
2. Check whether you have an app password set up. If yes, try deleting it and creating a new one for Kommo.
3. Log in to your Kommo account and enter the newly generated app password in the password field.
4. Click **Save**.

## The Create lead button is missing

Please check the following:

- Your **Kommo subscription** may have expired.
- You may not have permission to **create leads** (check user roles & permissions).

## The Send button is inactive

To enable sending an email, make sure that:

- An outgoing mailbox is selected (connected to Kommo).
- The email subject is filled in.
- The email message body is filled in.
- The recipient email address is correct (re-enter manually if needed).

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via [WhatsApp](https://api.whatsapp.com/send/?phone=14159141403&text&type=phone_number&app_absent=0).

## Related

- [Fix login or access problems](/access-troubleshooting.md)
- [Edit your profile information](/edit-profile-information.md)
- [Connect and manage mailboxes](/connect-and-manage-mailboxes.md)