Common questions

Fix the problems people meet most often in Mesy: mail that stops syncing, the AI limit, a workflow that switches off, a missing file, and trouble signing in.

Reconnect mail that stopped syncing

When a Gmail or Outlook connection breaks, Inbox shows “Gmail error:” or “Outlook error:” with the reason. Click Reconnect next to it and sign in with the same account as before. If you sign in with a different account, Mesy removes the old mailbox’s mail. See Reconnect after an error.

Only your admin can reconnect a shared mailbox. See Sync or disconnect a shared mailbox.

Check your AI allowance

Each workspace (your business’s own private area in Mesy) has a monthly AI allowance, set by Mesy. Unless Mesy has set a fixed amount, it grows as you add active members. It resets on the first of each month, Singapore time.

Your admin can check how much is used. In Admin, open the Models tab. The Monthly AI allowance card shows the percentage used and the next reset date.

At 90%, Mesy pauses two kinds of AI work it does on its own. This saves the rest for chat:

• Mesy stops suggesting which record an email belongs to.
• A workflow (a rule that does routine work for you) stops when it reaches a step that uses AI. Mesy counts that run as skipped, not failed. Skipped runs don’t count towards the 5 failures that switch a workflow off.

At 100%, Mesy AI stops answering. Other AI features stop too, such as reading a business card photo. On the Mesy AI page (the Chat item in the sidebar), you see “Error: Request failed: 403” instead of an answer. Mesy on Telegram, WhatsApp and Teams replies “This workspace has reached its monthly AI usage limit”. On the Models tab, the card shows “limit reached”.

AI comes back on the first of the month. To get it back sooner, ask your admin to contact Mesy about a higher allowance. AI works again as soon as Mesy raises it.

Some workspaces also have a monthly limit for each member. When you reach yours, Mesy on Telegram, WhatsApp and Teams replies “You’ve reached your personal AI usage limit for this month”. On the Mesy AI page you see “Error: Request failed: 403”. Your colleagues can still use Mesy AI.

Link email while suggestions are paused

If your admin sets Email linking to Suggest, Mesy suggests which record each email belongs to. You accept or dismiss each suggestion. See Add an email to the CRM.

These suggestions stop at 90% of the allowance. They also stop for the day once Mesy has checked 200 emails for your workspace, and start again tomorrow. When they stop:

• You get a notification the first time it happens that day, such as “Email link suggestions paused for today”.
• Approvals shows a message that starts “Auto-linking is paused”.
• Suggestions already waiting for you stay where they are.
• Mail that arrives during the pause never gets a suggestion later. Link it yourself.

Turn a workflow back on

When Mesy switches a workflow off, the Workflows page shows the reason under its name.

“Paused after repeated failures” means its last 5 finished runs all failed. The owner or an admin fixes the failed step, saves and turns the workflow back on. See Get a paused workflow running again.

If the reason says the owner was removed, that person’s account was deleted. An admin gives the workflow a new owner, then turns it back on. See Give a workflow a new owner.

If a workflow is switched on but stops running, its owner may have been deactivated. The Workflows page doesn’t show this. See Watch runs and fix a paused workflow.

Find a file a colleague uploaded

On the Files page, type the file’s name in Search files…. If it isn’t there, it may be linked only to records you can’t see. See Check who can see a file.

Reset a forgotten password

On the sign-in page, click Forgot password? and Mesy emails you a reset link. The link works for 30 minutes. See Reset a forgotten password.

Sign in after losing your two-factor device

When you set up two-factor sign-in with an authenticator app (such as Google Authenticator), Mesy gave you 10 recovery codes. Each one works once. To sign in with one:

1. Sign in with your email and password.
2. At the code prompt, click Use a recovery code.
3. In Recovery code, enter one of your saved codes.
4. Click Verify. Mesy signs you in.

If you have a passkey, click Use your passkey instead at the code prompt.

Once you’re in, set up two-factor sign-in on your new device:

1. Open Settings and go to the Profile tab.
2. Under Two-factor authentication, click Disable.
3. Click Enable two-factor authentication.
4. Follow the steps on your new device. Mesy shows you 10 new recovery codes. Save them somewhere safe.

If your workspace requires two-factor sign-in and you have no passkey, Mesy won’t let you disable it. Ask your admin to turn off the requirement for a while. Meanwhile, you can still sign in with a recovery code. To get a fresh set, click Regenerate recovery codes. Your old codes then stop working. See Two-factor and passkeys.

Your admin can’t reset your two-factor sign-in. If you have no codes and no passkey, email Mesy support at support@mesy.ai. Once support resets it, you get a “Two-factor authentication was reset” notification, and you can set it up again.

Check what Mesy AI does without asking

Your admin sets how much Mesy AI may do without asking, on the AI Permissions tab. See Decide what Mesy AI may do on its own.

Mesy AI never sends an email by itself. It shows the email in a confirm card headed Review before sending, so you can check it first. The email goes out only when you click Send. See Review, approve and undo AI actions.

Where your data is stored

The privacy policy explains where Mesy stores your data.