TACENZA Mail problems
Fixes for TACENZA Mail – mail that won't send, sending limits, suspended accounts, missing mail, locked encrypted mail and mail apps that won't connect.
This page covers the common problems in TACENZA Mail, the email service in development. It’s grouped by what you’re trying to do. For signing in, see Login problems.
Mail won’t send
The reason is shown under the message.
A sending limit
New sign-up accounts can only write to a few people at first: 20 people in the first day, 100 per day in the first week, then 500 per day. Every recipient counts. The limit frees up as the 24 hours roll. Company accounts don’t have these limits. See Writing and sending mail.
“Your account can’t send mail right now.”
Your account is suspended, usually after reports from people you wrote to. You can still sign in, read and save your mail, and the notice says why. If it shows an address to write to, write there from another address if you think it’s a mistake. See Privacy and encryption in Mail.
It refuses the From address
You can only send from your own address and the shared addresses you have. If an admin just gave you a shared address, wait half a minute and try again.
A file failed
Too big means the file is over 50 MB. Remove it with ✕: the app won’t send while a file has failed. See Attachments.
“… isn’t an email address”
Check the To field. Separate addresses with commas.
New mail doesn’t show up
- Select Refresh. The list doesn’t update by itself yet.
- Look in Spam.
- The list shows the newest 50 conversations. Try search (Searching your mail).
- If you’re on a shared address, check the Done tab, or ask whether a colleague deleted it.
- Ask the sender whether they got an error back.
“Encrypted message” and “Unlock your mail”
With encryption on, your mail is locked on each device after a reload.
- Open the message. This message is encrypted. appears.
- Enter your password and select Unlock. It stays unlocked until you reload or sign out.
If an admin reset your password, your key is still locked with the old one. Select Password reset by an admin? Use your recovery key, then enter your Recovery key and your current password. Without the recovery key, encrypted mail can’t be opened. See Getting back into your account.
A shared inbox’s mail won’t open
You need encryption on for your own account first. Encryption lists who’s still waiting for the address’s key; it’s given to them automatically the next time someone on the address opens Mail.
Images are missing
Images from the internet stay hidden so senders can’t track you. Select Show images on the message if you trust it. See Reading mail.
A mail app won’t connect
- Make an app password under Password & sign-in (Mail settings). With two-factor sign-in on, your normal password won’t work in mail apps.
- Use your full address as the username.
- Incoming: IMAP, port 993, SSL/TLS. Outgoing: SMTP, port 465, SSL/TLS, with the server name shown when you made the app password.
- If you removed that app password, make a new one.
Mail apps see encrypted messages as encrypted and can’t open them.
Drafts disappeared
Drafts aren’t saved as you write, and closing the message window loses what you wrote. Write long messages somewhere else first until autosave is built.
Sign-up says it’s closed
Sign-up is built but not open yet. See Mail sign-up isn’t open yet.
Still stuck?
See Contact support. Remember that Mail and Chat are separate accounts.