HELP
Help & documentation
Short, focused guides on the topics that come up most. Click a card to expand. If the answer is not here, the contact link at the bottom reaches a human.
🔌No classification badge appears in Gmail / Outlook
Extension installed but no colored badge next to your emails.
- Verify you are signed in to SmartEmails in the same browser profile — click the extension icon, it should say Connected.
- Hard-refresh the mailbox tab: Cmd+Shift+R on macOS, Ctrl+F5 on Windows. Clears cached scripts.
- Check the extension icon in your browser toolbar. If hidden, pin it from the puzzle / extensions menu.
- If you use multiple Google profiles, the extension may be installed in a different profile than the one you are using right now.
- Still no badge after these steps? Email support@smartemails.ai with your browser version (Chrome 120+ / Edge 120+ recommended).
⚡New emails are no longer being classified
Yesterday it worked, today new mail sits unclassified in your inbox.
- Open /dashboard. The page surfaces account status — past-due, trial ended, monthly quota reached.
- Go to Settings → Mail. Confirm a green dot next to your mailbox. If disconnected, click Reconnect.
- Send yourself a test email from another address and wait 2 minutes — push fires on receipt, classification lands within 30-60 seconds.
- If a paid plan is active and the mailbox is connected but nothing happens, mailbox webhooks may have expired (Gmail / Outlook auto-renew every 2-7 days; renewal can fail silently).
- Email support@smartemails.ai with the timestamp of your test email — we can check sync logs.
✍️No AI draft appears when I open an email
You expected a draft but the Drafts folder looks empty.
- Drafts are generated only for actionable categories: To Do, Meeting, Follow Up, Delegate. Newsletters, Info and Archive intentionally get none.
- Open your mail client's Drafts folder. The draft may be there with subject prefixed "Re:" — sometimes hidden behind a label or filter.
- First open of an email triggers AI generation, which takes 5-10 seconds. Close and reopen if you did not wait.
- If you toggled "I already have a signature" in Settings → AI signature, drafts end without sign-off — they look shorter than expected.
- Persistently missing drafts on actionable emails? Email support@smartemails.ai with the email subject and arrival date.
🏷️An email landed in the wrong category
AI classified an email as Newsletter when it is actually a To Do.
- Click the category badge in the extension and pick the correct one. The AI learns from corrections.
- If the same sender misclassifies 3+ times, create an Auto-rule in Dashboard → Rules to force the correct category for that sender going forward.
- Settings → Custom categories: if you defined one with broad keywords (e.g. "money" for Finance), it may be capturing too much. Tighten the keywords.
- VIP contacts always surface in priority. If a VIP sends newsletters, either remove them from VIP or accept the priority placement.
- Persistent misclassifications across many senders? Email support@smartemails.ai — that is a signal we should retrain.
📨I cannot connect my Outlook (work account)
OAuth screen says "Need approval from your administrator".
- Outlook 365 Business accounts often require IT admin approval for third-party apps.
- Ask your IT admin to whitelist SmartEmails in the Microsoft 365 admin center → Enterprise applications.
- Personal Outlook.com accounts work without admin approval. Verify you are not signing in with a work account.
- Make sure you grant Mail.ReadWrite at the consent screen — declining either scope blocks classification.
- Need help getting whitelisted? Email support@smartemails.ai with your tenant name and we will provide the application ID for approval.
Not finding what you need?
Write to support@smartemails.ai — we answer within one business day, usually faster. Questions that come in three times end up turning into a new help topic, so you are helping us improve this page too.