Executive Summary

PyjamaHR’s email integration allows you to send and track candidate communications directly from your own email account. However, some users encounter "Not connected" or "token-expired" errors, especially after sending a large batch of emails. This guide explains why these errors occur, how to resolve them, and best practices to ensure uninterrupted email integration—so you can focus on hiring, not troubleshooting.

Detailed Overview

What Are "Not Connected" and "Token-Expired" Errors?

When you connect your personal or company email to PyjamaHR, the platform uses an access token to maintain a secure connection. If this token becomes invalid or expires (often after sending many emails in a short period), PyjamaHR may lose access to your email account. As a result:

Emails may start sending from a default PyjamaHR system account instead of your own.
You’ll see a "Not connected" or "token-expired" status in your email integration settings.
You may be prompted to re-authenticate your email account.

Business Impact:
Losing your email integration can disrupt candidate communication, reduce personalization, and create confusion about which account emails are sent from.

How Email Integration Works in PyjamaHR

Connect your email: Link your personal or company email (e.g., Gmail, Outlook, Acumbamail) to PyjamaHR.
Send emails from PyjamaHR: Communicate with candidates directly from the platform, using your own email address.
Token-based authentication: PyjamaHR uses a secure token to maintain the connection.
Fallback mechanism: If the token expires or the connection breaks, PyjamaHR automatically sends emails from its own system account to ensure delivery.

Step-by-Step Guide: Resolving "Not Connected" or "Token-Expired" Errors

Prerequisites

Access to your PyjamaHR account with admin or integration permissions.
Credentials for your connected email account.

1. Identify the Issue

Go to Settings > Email Integration in PyjamaHR.
Check the status of your connected email account.
- If you see "Not connected" or "token-expired," your integration needs to be re-established.

Screenshot Callout:
Include a screenshot of the Email Integration settings page showing the error status.

2. Re-Authenticate Your Email Account

In Settings > Email Integration, click Reconnect or Integrate next to your email account.
Follow the on-screen prompts to log in to your email provider (e.g., Gmail, Outlook, Acumbamail).
Grant PyjamaHR the necessary permissions to access your email.
Confirm that the status changes to Connected.

Screenshot Callout:
Show the "Reconnect" button and the successful connection status.

3. Resend Any Failed Emails (If Needed)

Check your Sent folder in PyjamaHR for any emails that were sent from the PyjamaHR system account instead of your own.
If personalization is important, consider resending those emails from your own account after re-authenticating.

4. Monitor for Recurrence

If the issue repeats after sending a large batch of emails, review the "Advanced Usage & Best Practices" section below.

Advanced Usage & Best Practices

Power User Tips

Batch Sending: If you need to send a large number of emails (e.g., mass rejections), break them into smaller batches (e.g., 10-15 at a time) to reduce the risk of token expiration.
Regularly Check Integration Status: Especially after high-volume email activity.
Use Supported Providers: Some email providers (like Acumbamail) may have stricter limits or token policies. If issues persist, consider using a mainstream provider (Gmail, Outlook) for higher reliability.

Do’s and Don’ts

Do:
- Re-authenticate promptly if prompted.
- Monitor your email integration status after sending bulk emails.
- Inform your IT team if you’re using a custom or less common email provider.

Don’t:
- Ignore "Not connected" or "token-expired" warnings—emails may be sent from a generic PyjamaHR account instead of your own.
- Attempt to send hundreds of emails at once without monitoring the integration status.

Troubleshooting & Common Issues

Common Error Messages

"Not connected": Your email integration is inactive. Re-authenticate to restore the connection.
"Token expired": The access token for your email account has expired. Re-authenticate to generate a new token.

What If...

Emails start sending from PyjamaHR instead of my own account?
- Your integration likely disconnected mid-batch. Re-authenticate and check which emails were sent from which account.
I have to re-integrate frequently, but not with other tools?
- Some providers (e.g., Acumbamail) may have unique token policies. If this persists, contact PyjamaHR support with your provider details.
I use a custom email provider and face repeated issues?
- Share your provider details with support. Some custom providers may have stricter security or session limits.

Recovery Procedures

Always re-authenticate via Settings > Email Integration.
After reconnecting, verify your integration status before sending more emails.
If issues persist, document the timing and provider, and contact support.

When to Contact Support

If you experience repeated disconnections despite following best practices.
If your provider is not listed or you suspect a provider-specific issue.
If emails are not being delivered even after re-authentication.

Comprehensive FAQ

1. Why did my email integration disconnect after sending a batch of emails?
Most likely, your email provider invalidated the access token due to high activity. Re-authenticate to restore the connection.

2. What does "token-expired" mean?
It means the secure connection between PyjamaHR and your email provider has expired. You need to reconnect your account.

3. Will candidates still receive my emails if the integration disconnects?
Yes, PyjamaHR automatically sends emails from its own system account as a fallback, but these will not appear to come from your personal email.

4. How can I prevent this from happening again?
Send emails in smaller batches and monitor your integration status, especially after high-volume sends.

5. Does this affect all email providers?
It can, but some providers (like Acumbamail) may be more sensitive to high-volume activity.

6. Can I see which emails were sent from my account vs. PyjamaHR?
Yes, check the Sent folder in PyjamaHR and your email provider’s sent items.

7. Why do I have to re-integrate with PyjamaHR but not with other tools?
Different tools use different authentication methods. PyjamaHR uses secure tokens, which some providers may expire more aggressively.

8. What should I do if I see "Not connected" in my settings?
Click Reconnect and follow the prompts to re-authenticate your email.

9. Will I lose any candidate communication if my integration disconnects?
No, PyjamaHR ensures delivery by switching to its system account as a backup.

10. Is there a way to get notified if my integration disconnects?
Currently, you need to check the status manually in Settings > Email Integration.

Candidate Communication Tracking: Ensure all emails (regardless of sender) are logged in candidate profiles.
Bulk Email Sending: Use with caution; follow best practices to avoid integration issues.
Email Templates: Use templates to streamline communication, but monitor integration status during bulk sends.

Still have questions?
If you’ve followed these steps and continue to experience issues, please contact PyjamaHR Support with your email provider details and a description of the issue.

Keywords: Not connected, token expired, email integration, PyjamaHR, email disintegration, reconnect email, bulk email, Acumbamail, candidate communication, troubleshooting

Troubleshooting "Not Connected" or "Token-Expired" Errors in PyjamaHR Email Integration