Support

Signing in and account access

If you cannot sign in, check the address you registered with and try again. There is no self-service password reset in the product yet — if you are locked out, email us from the address on the account and we will verify it is you and help you regain access.

Google authorisation denied or cancelled

If you cancel Google's consent screen or decline the permission, no mailbox is connected — nothing is stored and nothing syncs. To try again, go to Settings → Email accounts and start the connection again. Right at Hand needs its single Gmail permission approved in full to work; what it covers is explained on the Gmail permissions page.

Expired or revoked Google access

Google access can stop working if you revoke it, change security settings, or Google invalidates the grant. When that happens the mailbox shows as disconnected or needing attention and syncing stops — mail is never silently lost; it stays in Gmail. Reconnect the mailbox from Settings → Email accounts, approving Google's consent screen again, and syncing resumes.

Gmail sync problems

• Check the mailbox status under Settings → Email accounts.
• If the mailbox shows a problem, disconnect and reconnect it.
• If threads still look stale, email us with the approximate time the problem started. We can investigate from operational logs — you do not need to paste message content into an email.

Duplicate account or connection conflicts

A Gmail address is expected to be connected in one place. If a connection attempt conflicts with an existing one — for example the same address is already connected in another workspace or was connected previously — disconnect the old entry first (Settings → Email accounts → Disconnect) and try again. If you cannot see the old connection, email us and we will resolve it.

An email action failed

Mailbox actions and sending can fail when the Google connection has lapsed or Gmail rejects the request. The product shows the failure rather than pretending it worked, reconciles state with Gmail, and — for sends — verifies whether a message actually went out before ever retrying, so a failed-looking send cannot silently double-send. If an action keeps failing, reconnect the mailbox and try again, then contact us.

AI drafting or analysis failed

AI generation can fail if the provider is unavailable or the workspace's AI configuration is incomplete. A failed generation never sends anything and never changes your mailbox — drafting is always review-first. Try again, and contact us if it persists.

Privacy and data requests

Access, correction, export and deletion requests are handled by email and verified against the account address. See the Privacy Policy and Data deletion for exactly what happens.

Reporting a security issue

Email sales@upweb.com with "Security" in the subject. Please include reproduction steps, avoid accessing data that is not yours, and give us the chance to fix the issue before public disclosure. Details on the Security overview.