Accounts and integrations FAQ
Short answers to the questions customers ask most about the accounts that connect their channels to Replyco: connecting a channel, syncing and history, blocked accounts and re-login, plan limits, mailboxes and domain authentication, order management systems, and chat channels. Each answer names where to look in Replyco and links to the page that explains the subject in full. Connected accounts are listed under AdminAccounts; for the whole area, see Accounts and integrations.
Availability: every plan includes every channel; connecting and managing accounts needs the Admin permission. See What each plan includes.
General
Section titled “General”Which channels can I connect to Replyco?
Section titled “Which channels can I connect to Replyco?”+ Add Account in the top bar opens the Add Account page, with one tile per channel. The first group holds the marketplaces and webstores: Amazon, eBay, Etsy, OTTO, Kaufland, Fruugo, Wish, Shopify, WooCommerce, BigCommerce, Magento and Shopline. Mailbox Accounts holds Gmail, Outlook and the Email tile for any other mailbox; Order Management System Accounts holds Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee and Brightpearl; Social Media and Phone Accounts holds Telegram, Facebook, Instagram, TikTok, Aircall and WhatsApp. See Add Account.
Why is a channel missing from the Add Account page?
Section titled “Why is a channel missing from the Add Account page?”Some tiles depend on your company. The eBay v2 tile appears only when beta features are switched on for your company; the Aircall tile needs the Calls feature and the WhatsApp tile the WhatsApp feature, both part of every plan; the Shopify tile is hidden when your Replyco subscription is billed through Shopify. + Add Account itself shows only for users with the Admin permission, while your company has accounts left on its plan or is on a trial. See Add Account.
Who can connect and manage accounts?
Section titled “Who can connect and manage accounts?”Users with the Admin permission. Only they see + Add Account in the top bar and the Admin menu with Accounts, where accounts are renamed, signed in again, unblocked and deleted. Every change there applies to the whole company. To give a colleague the Admin permission, see User permissions and roles.
Who sees the tickets of an account I just connected?
Section titled “Who sees the tickets of an account I just connected?”Every user of your company gets access to a new account: its tickets appear in their ticket lists, and a messenger’s chats appear for everyone with the Chats permission. To limit which users see an account, change their access in User permissions and roles. See also Add Account.
Connecting
Section titled “Connecting”How do I connect a new account?
Section titled “How do I connect a new account?”Select + Add Account in the top bar, on any screen, then the channel’s tile on the Add Account page, and follow the dialog. Depending on the channel, you sign in to it and approve Replyco, paste API keys or a password you create in the channel, or forward your mail to an address Replyco creates. The account then appears on AdminAccounts. Every tile and the guide with its steps are listed in Add Account.
Can I connect two accounts of the same channel?
Section titled “Can I connect two accounts of the same channel?”Yes for marketplaces and webstores: connect each store from its tile and give each account its own name, because two accounts of the same channel cannot share a name. The same store cannot be connected twice, and one Amazon seller account connects once per region: Europe, North America, Brazil, and Australia with the Far East. Order management systems connect once per company. See Add Account and Connect Amazon.
What is the Replyco address, and where do I find it again?
Section titled “What is the Replyco address, and where do I find it again?”For a mailbox by forwarding, and for Amazon, Etsy, OTTO, Fruugo and the webstores, Replyco creates an address for the account. Every email that reaches it becomes a ticket of that account, so you forward your mail to it or, for Amazon, enter it in Seller Central. To copy it again, open the account on AdminAccounts and select the box under Setup Email Forwarding:. An account connected with Custom SMTP Configuration uses your own mail server instead. See Mailbox by forwarding and Mailbox with IMAP and SMTP.
I came back from the channel’s sign-in, but no account was added. Why?
Section titled “I came back from the channel’s sign-in, but no account was added. Why?”The channel sent Replyco no approval, for example because you cancelled or refused a permission there, or the return page was opened from a bookmark. The return page then saves nothing and opens the home page. Start again from the channel’s tile on the Add Account page, sign in with a login that has admin rights for the store, approve Replyco, and stay on the return page until it finishes. See Add Account.
Syncing and history
Section titled “Syncing and history”How much history does Replyco import when I connect an account?
Section titled “How much history does Replyco import when I connect an account?”No channel brings in your whole history, and how far back the first sync reaches depends on the channel:
- Gmail: the mail of the last two days. See Gmail.
- Outlook: none; mail received from half an hour before the account’s first sync onwards. See Outlook and Microsoft 365.
- A mailbox with IMAP and SMTP: the mail of the last two days from the folders Replyco reads. See Mailbox with IMAP and SMTP.
- A mailbox by forwarding, and every account that receives email at a Replyco address: nothing from before you set up the forwarding; Amazon buyer messages arrive once the Replyco address is in Seller Central. See Mailbox by forwarding.
- eBay: a limited number of days before you connect. See eBay.
- Kaufland: the Kaufland tickets of the last two days. See Connect Kaufland.
- TikTok Shop: the conversations with a message from the last two days. See Connect TikTok Shop.
Older conversations stay in the channel, so answer them there.
How quickly do new messages reach Replyco?
Section titled “How quickly do new messages reach Replyco?”Replyco fetches new messages about every five minutes: for marketplaces such as eBay, Kaufland and Wish, for Gmail, Outlook and IMAP mailboxes, and for the Replyco address of a forwarded mailbox or store. WhatsApp, Messenger, Instagram, Telegram and TikTok Shop messages reach Replyco as they arrive. Orders are fetched every few minutes. A newly connected account is synced first. The time under Last Messages Sync on AdminAccounts shows the last fetch. See Fix a blocked or silent account.
How do I check that an account really works?
Section titled “How do I check that an account really works?”Open AdminAccounts. A working account shows Syncing under Synchronization, and its time under Last Messages Sync keeps moving. In the account’s details, a line reading Account sync is queued. or Account Sync is in progress. is normal. Then send a test message, for example an email to a forwarded support address, and check that a ticket appears in TicketsNot Resolved. See Accounts.
The account shows Syncing, but no new tickets arrive. Why?
Section titled “The account shows Syncing, but no new tickets arrive. Why?”Syncing means the account is connected and Replyco fetches from it; it can still bring in nothing when no messages reach it. Accounts that receive email at a Replyco address, such as a forwarded mailbox, Amazon, Etsy, OTTO, Fruugo and the webstores, get tickets only once your mail is forwarded to that address or, for Amazon, once the address is in Seller Central; check that the destination is exactly the address under Setup Email Forwarding:. For Gmail, Outlook and IMAP mailboxes, check the folders chosen under Sync Messages from Folders:. See Fix a blocked or silent account and Mailbox by forwarding.
Why does every message arrive twice?
Section titled “Why does every message arrive twice?”The same email reaches Replyco through two accounts, and each account imports its own copy: for example a mailbox connected as Gmail that is also forwarded to a forwarding mailbox, one mailbox connected to two accounts, or an email forwarded to two Replyco addresses. Keep one route per address. Within one account, Replyco imports each email once. See Mailbox by forwarding and Mailbox with IMAP and SMTP.
Blocked accounts and re-login
Section titled “Blocked accounts and re-login”Why is my account blocked?
Section titled “Why is my account blocked?”Replyco blocks an account when it can no longer reach the marketplace or mail server for you: its sign-in expired, for example after a password change or after Replyco’s access was removed in the channel; its connection failed more than five times; or it is over your plan’s number of accounts. The account then shows Blocked in red under Synchronization on AdminAccounts and syncs nothing until you fix the cause. Open it and read the text after Blocking reason:. See Fix a blocked or silent account.
Should I use Re-login or Unblock?
Section titled “Should I use Re-login or Unblock?”The account’s details show the button that fits the cause. Re-login appears when the sign-in expired or order data is blocked, on channels that support signing in again: it repeats the channel’s sign-in for the same account, keeps its name, tickets and settings, and clears the block. Unblock appears for a blocked account that needs no new sign-in, such as a mailbox whose server refused the login: fix the cause first, for example the password with Edit, then select Unblock. If the cause is still there, Replyco blocks the account again after more than five failed attempts. See Accounts.
Can I sign in again with a different login?
Section titled “Can I sign in again with a different login?”No. Re-login expects the login the account was connected with: eBay refuses another eBay user with “Wrong acc login”, and Gmail refuses another Google address with “Account should be same as old”. Outlook connects the mailbox of whichever Microsoft account you sign in with, so sign out of other Microsoft accounts, or use a private browser window, before you select Re-login. To connect another store or mailbox, add it as a new account. See eBay, Gmail and Outlook and Microsoft 365.
What does a red lock under Last Orders Sync mean?
Section titled “What does a red lock under Last Orders Sync mean?”Only the account’s order data is blocked. Messages still arrive, but orders, feedback and eBay returns and cases stopped after more than five failed attempts, typically because the marketplace no longer grants access to orders. Open the account on AdminAccounts, select Re-login and approve every permission the marketplace asks for; a BigCommerce or Magento store takes new credentials with Edit instead. A red lock under Status means the whole account is blocked. See Accounts.
Do I lose messages while an account is blocked?
Section titled “Do I lose messages while an account is blocked?”A blocked account brings in nothing until you fix the cause; afterwards it continues from its last sync and catches up on its own. How far back the catch-up reaches depends on the channel: a Gmail account reaches back at most two days, so mail from a longer block stays in Gmail only. Sign in again as soon as the blocking notice arrives. See Fix a blocked or silent account and Gmail.
Nothing arrives in any account, but none is blocked. Why?
Section titled “Nothing arrives in any account, but none is blocked. Why?”When a payment fails or a trial ends without a subscription, Replyco pauses syncing for the whole company without marking any account. Open AdminBilling and update the payment method; syncing resumes within a few minutes. See Fix a blocked or silent account and Billing.
Will anyone be told when an account is blocked?
Section titled “Will anyone be told when an account is blocked?”Yes, while Receive Notifications about Blocking is ticked in the account’s details, which it is for every new account. Every user of your company then gets an in-app notification, and your company’s email address receives an email with every administrator in copy. With the box cleared, no notice is sent for that account. See Accounts and Notifications.
Plan limits and deleting
Section titled “Plan limits and deleting”How many accounts can I connect?
Section titled “How many accounts can I connect?”The plan comparison lists sales channels as Unlimited, and during a trial there is no limit. When your company has a set number of accounts, every connected account counts towards it: each marketplace, webstore, mailbox, order management system, messenger and phone account, and each connected Facebook page or TikTok shop. See What each plan includes and Accounts.
Why can’t I add another account?
Section titled “Why can’t I add another account?”Your company has reached its number of accounts: + Add Account disappears from the top bar, and Replyco refuses a new account with “You reached your current plan maximum integrations count. Contact support for more info.” Delete an account you no longer use on AdminAccounts, or change your plan; see Billing. As the message says, support can tell you more; see Help and support. + Add Account is also missing for users without the Admin permission. See Add Account.
Why does an account have a red border and only a Delete Account button?
Section titled “Why does an account have a red border and only a Delete Account button?”The account is over your plan’s number of accounts, for example after a change to a plan with fewer accounts. Its row has a red left border and Blocked, it does not sync, and its dialog shows only You have reached the limit of accounts. Please reach out to our support, Delete Account and Need help?. Contact support to lift the block; see Help and support and Accounts.
What happens to my tickets when I delete an account?
Section titled “What happens to my tickets when I delete an account?”After you select Delete Account in the account’s details and confirm with Yes, Replyco marks the account Deleting and removes it in the background with its tickets, messages, notes, orders, customers and feedback, and the Replyco address it received mail on. A deleted account cannot be restored; connecting the same store again starts with new data. Nothing is deleted in Gmail, in Outlook or on your own mail server. Deleting Linnworks or Billbee keeps your tickets and orders, because they belong to your channel accounts. See Accounts, Linnworks and Billbee.
Does removing the Replyco app from my Shopify store delete anything?
Section titled “Does removing the Replyco app from my Shopify store delete anything?”Yes. When the Replyco app is removed from your Shopify store, Shopify tells Replyco, and Replyco deletes the Shopify account together with its tickets, orders and customers, as if you had deleted it on AdminAccounts. Keep the app installed for as long as you answer the store’s customers in Replyco. See Connect Shopify.
Can I pause an account instead of deleting it?
Section titled “Can I pause an account instead of deleting it?”No. An account has no pause switch: it syncs until Replyco blocks it or you delete it, and deleting removes its tickets. To keep an account but hide its tickets from some colleagues, limit their access to accounts in User permissions and roles. See Accounts.
Mailboxes and DKIM
Section titled “Mailboxes and DKIM”Should I connect my mailbox as Gmail or Outlook, by forwarding, or with IMAP and SMTP?
Section titled “Should I connect my mailbox as Gmail or Outlook, by forwarding, or with IMAP and SMTP?”A Gmail or Google Workspace address connects best as Gmail, and a Microsoft 365, Outlook.com or Hotmail mailbox as Outlook: both sign in with the provider and need no passwords or server settings. A mailbox at any other provider connects with IMAP and SMTP when the provider offers them. Forwarding works with every mailbox, including an alias or group address and a shared Microsoft 365 mailbox, which has no sign-in of its own. All four start from the group Mailbox Accounts on the Add Account page. See Mailboxes.
Which mail folders does Replyco import?
Section titled “Which mail folders does Replyco import?”For Gmail, Outlook and IMAP mailboxes, you choose them under Sync Messages from Folders: in the account’s details on AdminAccounts. With nothing chosen, Gmail imports all mail except spam and bin, Outlook every folder except Junk Email and drafts, and an IMAP mailbox its inbox and Sent folder. Once you choose folders, Replyco reads only those, so include the inbox if new mail should keep arriving; a change applies from the next sync. A forwarded mailbox has no folder choice: what you forward arrives. See Gmail, Outlook and Microsoft 365 and Mailbox with IMAP and SMTP.
Do I have to set up domain authentication (DKIM)?
Section titled “Do I have to set up domain authentication (DKIM)?”No; the account works without it. Domain authentication concerns accounts whose replies Replyco sends from your address, such as a mailbox by forwarding, a mailbox with IMAP and SMTP on your own domain, or a webstore. Without a verified record, those replies go out without your domain’s signature, and strict recipients such as Gmail and Microsoft may reject or flag them. Setting it up takes one TXT record at your domain’s DNS provider, at the host rco1._domainkey. plus your domain, and then Verify DNS in the account’s details. Gmail and Outlook accounts need no DNS records, and an address at a public mail service such as gmail.com has nothing to set up. See Mailbox by forwarding.
Why do my replies land in customers’ junk folders?
Section titled “Why do my replies land in customers’ junk folders?”Strict recipients check whether your domain allowed Replyco’s server to send for it. Open the account on AdminAccounts and look at Deliverability: in its Email settings: Limited means the DKIM TXT record is missing or does not match. Publish the record and select Verify DNS until it shows Good; DNS changes can take a few hours to become visible. See Mailbox by forwarding.
Replies from my own mail server are not sent. What should I check?
Section titled “Replies from my own mail server are not sent. What should I check?”For a mailbox with IMAP and SMTP, the ticket shows the reply with your server’s reason. Open the account on AdminAccounts, select Edit and check SMTP Server, SMTP Port and SMTP Use SSL: port 465 goes with SSL ticked, port 587 with it cleared. A port and SSL setting that do not match is the most common reason a connection fails. See Mailbox with IMAP and SMTP.
Order management
Section titled “Order management”Do order management systems bring in customer messages?
Section titled “Do order management systems bring in customer messages?”No. Linnworks, Billbee, Veeqo, ChannelAdvisor, Brightpearl and Katana add their view of the order to the tickets your marketplace, webstore and mailbox accounts create: the system’s own order number in Order Details, with icons to open the full order there or fetch it again, and, depending on the system, its notes, tags or invoice. See Order management systems.
Why does a ticket show no order number from my order management system?
Section titled “Why does a ticket show no order number from my order management system?”Check, in order: is the order in the system under the marketplace’s order number? Is the system’s account blocked? Then its field in Order Details shows Perform a relogin of the integration before searching for orders; open the account on AdminAccounts and select Re-login, or Unblock for Linnworks. Is the field shown at all? Select the gear in the order panel and move it to Visible Fields; Billbee’s fields are hidden until you show them. To link an order by hand, type its number into the system’s field in the order panel and select the save icon. See Order management systems and The ticket screen.
Where are Linnworks settings and Billbee Configuration?
Section titled “Where are Linnworks settings and Billbee Configuration?”In the Admin menu, for users with the Admin permission; each item appears only while that system is connected. AdminLinnworks settings sets, per channel account, which Linnworks reference fields Replyco compares with an order number. AdminBillbee Configuration holds the custom triggers agents send to a Billbee order. See Linnworks settings and Billbee Configuration.
Can I use more than one order management system?
Section titled “Can I use more than one order management system?”Yes. Each system connects once per company and counts towards your plan’s number of accounts. Every system fills in its own order number: Linnworks is asked first, then Billbee, then the others. With more than one system connected, the order actions in Order Details move into the panel’s ⋮ menu. See Order management systems and Billbee.
Chat channels and calls
Section titled “Chat channels and calls”Where do WhatsApp, Messenger, Instagram, Telegram and TikTok Shop messages arrive?
Section titled “Where do WhatsApp, Messenger, Instagram, Telegram and TikTok Shop messages arrive?”As chats, not tickets: under Chats in the sidebar, with their own lists, templates and auto-responses, and your replies go straight back on the channel the customer wrote on. WhatsApp chats never get an auto-response. Aircall calls appear under Calls. Every connection starts from + Add Account, in the group Social Media and Phone Accounts. See Social media and phone accounts and Chats.
Why was my reply to a WhatsApp, Messenger or Instagram chat refused?
Section titled “Why was my reply to a WhatsApp, Messenger or Instagram chat refused?”WhatsApp, Messenger and Instagram accept an ordinary reply only within 24 hours of the customer’s last message; after that, they accept none until the customer writes again. Instagram also takes pictures as the only attachments. Replyco sets no time limit for Telegram and TikTok Shop replies. See Answer a chat and Social media and phone accounts.
I approved Facebook or Instagram, but no account appeared. Why?
Section titled “I approved Facebook or Instagram, but no account appeared. Why?”Replyco receives only the pages your own Facebook login has a role on with full control. If you look after the page through Meta Business Suite, first add your own login to the page, with full control, in the page’s settings under Page access. For Instagram, the page also needs a linked Instagram professional account; otherwise Replyco shows “Didn’t find any connected Facebook page with Instagram business accounts”. Start again from the tile and leave every permission switched on. Once connected, Instagram delivers Direct messages only with Allow access to messages switched on in the Instagram app. See Connect Facebook Messenger and Connect Instagram.
Can I connect a WhatsApp number that I use in the WhatsApp Business app?
Section titled “Can I connect a WhatsApp number that I use in the WhatsApp Business app?”Use a number that is not in use in the WhatsApp or WhatsApp Business app, because Meta registers the number for its business platform. You connect it in Meta’s sign-up window, which the WhatsApp tile opens over Replyco, and the number must receive Meta’s verification code by text message or call. Replyco saves one account for each WhatsApp Business Account with a phone number that you share there. See Connect WhatsApp.
Where do Aircall calls appear, and who can see them?
Section titled “Where do Aircall calls appear, and who can see them?”Under Calls in the sidebar, newest first. Aircall reports each call to Replyco as it starts and again when it is answered, ended, tagged or commented on, and every three hours Replyco also imports recent calls. The Calls menu needs the Calls permission for each user. You keep phoning in Aircall; Replyco shows the calls so you can follow them up. See Connect Aircall and Calls.