Common questions

These are the questions that come up most often when something in Mesy stops or asks for your attention.

My mail stopped syncing

In Inbox, the strip under the header shows each connected address with the time of its last sync and a Manage link. When a connection breaks, a red line in the Inbox header reads Gmail error: or Outlook error: followed by the reason. Its Reconnect link sends you back to the provider to sign in again. The folder list keeps a section for the broken account with the same Reconnect action. In Settings, on the Integrations tab, each account shows its status and Last synced time; Sync Now works only while the status is active.

The AI says the workspace limit is reached

Every workspace has a monthly AI allowance. Admins see it on the AI tab in Admin as a percentage under Monthly AI allowance, never as a sum of money. At 90% of the allowance, background AI work pauses first: email auto-linking and the AI steps inside workflows stop so that chat stays available.

At 100%, Mesy refuses chat and Telegram replies with the message Monthly AI usage limit reached for this workspace. The allowance resets on the first of the month (Singapore time), or earlier if Mesy raises the cap for you.

A workspace can also carry a personal cap per member. When you hit yours, the message names your personal limit while your colleagues can still chat.

Automatic email linking paused

Auto-linking pauses for two reasons, and each sends a notification you can’t mute. The first is the daily limit of 200 AI auto-link runs per workspace. Once they’re used, the Approvals page says auto-linking resumes tomorrow. The second is the monthly AI allowance: auto-linking stops at 90% of it so chat keeps the rest. In both cases proposals already waiting for you stay where they are.

A workflow switched itself off

A workflow that is off shows the reason under its name on the Workflows page. Paused after repeated failures means its last 5 completed runs all failed. The owner gets a notification with the failure detail; one successful run in between resets the count.

The owner or an admin can turn it back on with the toggle on the same row, which clears the reason. The other reason reads Disabled followed by owner removed: a workflow runs as its owner, so when that person leaves Mesy disables it. An admin opens the workflow, picks a new owner from the Reassign to… list, then enables it when ready.

I can’t see a file a colleague uploaded

With record sharing off, which is the default, every file is visible to the whole workspace. Once an admin turns on Record sharing on the Organization tab in Admin, a file is as visible as the records it’s linked to. You see a file if you can see at least one record it’s linked to, if you uploaded it, or if you’re an admin. A file linked to no record stays visible to everyone. A missing file is linked only to records outside your view; ask an admin, who sees every file.

I forgot my password

On the sign-in page, click Forgot password?, enter your email and click Send reset link. The link works once and stays valid for 30 minutes; an old one opens a Link expired page. On the reset page, fill in New password and Confirm password, plus a two-factor or recovery code if two-factor authentication is on. Resetting signs out every other session and signs you in.

I lost my two-factor device

Two-factor setup gave you 10 recovery codes; each signs you in once. At the code prompt on sign-in, choose Use a recovery code and enter one. Then in Settings, on the Profile tab under Two-factor authentication, click Regenerate recovery codes for a fresh set. The panel warns you when 3 or fewer remain.

If you set up a passkey, sign in with it instead. A workspace admin can’t reset your second factor. If you have no codes and no passkey, contact Mesy support: Mesy can clear the authenticator so your next sign-in skips the code.

What the AI never does without my approval

Admins set a tier for each AI specialist on the AI Permissions tab in Admin: Read-only, Review, Auto-write or Full. Five actions show you a confirm card at every tier. They are merging records, inviting a member, changing a member’s role, revoking an invite and creating a calendar event. The AI never sends an email itself; it stages a draft, and the email goes out only when you click Send.

At Read-only the AI changes nothing. At Review every change shows a confirm card first; at Auto-write edits run directly but deletes still show a card. Only at Full do deletes run without a card, so deletion is unattended only when an admin chose that tier.

Where your data is stored

The privacy policy at https://mesy.ai/privacy explains where Mesy stores your data.