Gmail accounts being disconnected from Inbox periodically

Update timeline

1. investigating Nov 07, 2025, 07:35 PM UTC

   We identified an issue where users sending emails with Gmail were getting their Gmail credentials disconnected. Users would click the "Send" button on an email, nothing would happen, then clicking "Send" would send the email from a @reply.baselinesoftware.com email address. When the user returned to the Inbox, they would see that they were asked to reconnect to Gmail. The underlying issue was a third-party we use for managing our Gmail connections. They rolled out a change to their API by mistake which caused an error to be returned which we interpreted as an expired Gmail connection. On Nov 5th, we rolled out a hotfix to support the third-party's API change, and have been monitoring successful emails being sent since then. We're continue to respond to reports of Gmail disconnections, trying to identify any other underlying issues. We're also planning to migrate away from the third-party to improve the availability of email functions as we move our Inbox feature into full production release. Thank you for your patience as we navigate this issue, and please contact Support if you have any further questions.

2. resolved Nov 11, 2025, 06:05 AM UTC

   We have received no further reports of the issue occurring.