To be able to access and load shared emails to users, Drag needs certain permissions to the email owner's Gmail account. By 'email owner' we mean the user who originally received those emails.

Whether emails belong originally to a shared inbox or to an individual user, we are not able to access them (and load them on Drag) if those permissions are revoked. When this happens:
Boards linked to inboxes without permissions will stop receiving new emails in real time.
Cards from owners without permissions won't be accessible.

There are a few scenarios that lead permissions to be lost. This article explores the most common reasons why this happens and how to fix it.

1. The password has changed

This is the the most common reason. Every time you change the password of an account, that account will need to be re-authenticated in Drag.

Fixing this is easy: simply log in to the original account in Gmail, enable Drag and re-authenticate the account with the new password.

2. The email owner has been removed from the board

If a user shares their own emails on a board and then leaves (or is removed from) that board, their emails won't be accessible anymore.

To fix this, just re-invite that user to the board. Their emails will become immediately accessible again.

3. The email owner has actively revoked Drag's permissions

To check whether Drag currently has the permissions to access an account, just log in to that account in Gmail and go to Apps with access to your account. Any user can go to that setting and manually remove Drag's permissions, which will cause a misconnection.

To fix this, just log in to the original account in Gmail and grant the Drag permissions (that will be prompted automatically) again.

4. The email owner has been inactive for 6+ months

This is done automatically by Gmail. If a certain account (including a shared inbox i.e. support@) remains inactive for 6+ months, all permissions to third party applications are revoked by Gmail itself.

5. Many logins at the same time from different geographies

This is also done automatically done by Gmail, as it's perceived as a potential fraud. Our permissions to access a specific account will be automatically revoked when this happens.

How to re-establish this connection?

To fix this:

Log in to the original account in Gmail, enable Drag
Re-authenticate the account when prompted.

If the re-authentication popup does not appear automatically, follow the steps below:

Go to "delete browsing data"



Select "all time", check the checkbox next to "Cookies and other site data" and click on "Delete data".



Go back to Gmail and refresh the page. Re-authenticate the account when prompted.


Still need help? Our team will love to help at support@dragapp.com or live chat.

Updated on: 18/07/2024