MailCalm Support and Troubleshooting Guide

This guide covers the most common MailCalm setup, connection, routing and licence problems.

If MailCalm needs attention, emails remain safely in Outlook until the issue is resolved.

First checks

Before changing anything, check:

1. MailCalm is open.
2. The routing engine shows as running.
3. The correct shared mailbox is connected.
4. The Microsoft account is still signed in.
5. The MailCalm licence is active.
6. The account is within its routing-person plan limit.
7. Test mode is set correctly.
8. The operating schedule allows MailCalm to run at the current time.

Microsoft connection issue

You may see:

Connection issue. MailCalm could not reach Microsoft. Emails will remain safely in the inbox.

This usually means MailCalm cannot reach Microsoft temporarily.

Check:

• the Mac has an internet connection
• Microsoft 365 is available
• a firewall or network filter is not blocking Microsoft sign-in or Graph access

Wait briefly and try again.

Do not repeatedly change the MailCalm configuration during a temporary connection problem.

Microsoft sign-in required

You may see:

Microsoft sign-in required. Please reconnect MailCalm.

Click Reconnect Microsoft at the top of the app.

Complete the Microsoft device sign-in process, then return to MailCalm.

Use the Microsoft account that has access to the mailbox MailCalm manages.

If the shared mailbox is involved, confirm the account still has:

• Full Access
• Send As

MailCalm needs attention

You may see:

MailCalm needs attention. Emails remain safely in Outlook.

Open Account and check:

• licence status
• Microsoft connection
• diagnostics
• the latest engine message

You can also stop and restart MailCalm after checking the settings.

MailCalm will not start

Check whether Schedule is controlling the engine.

If Schedule is on, MailCalm may be outside its configured operating days or hours.

To start it manually:

1. Turn Schedule off.
2. Click the start control again.

If MailCalm still cannot start, open Account → Diagnostics.

MailCalm will not stop manually

When Schedule is on, it controls whether the routing engine should be running.

To stop MailCalm manually:

1. Turn Schedule off.
2. Stop the engine.

Licence not activated

Routing cannot start until a valid MailCalm licence is activated.

Go to Account.

Paste the licence key into the Licence section and click Activate licence.

Confirm that the Account page shows:

Licence active

Licence needs attention

Routing may pause when:

• the subscription is cancelled
• a payment fails
• the licence expires
• the licence is suspended
• MailCalm cannot validate the licence after its connection grace period

Open Account to review the current status.

Emails remain safely in Outlook while routing is paused.

Contact:

support@mailcalm.co

if the status appears incorrect.

Routing-person limit reached

Your plan limits how many people can be Active or Available for routing at the same time.

People set to Off do not count.

To resolve a plan-limit warning:

• turn an unused person Off
• check whether someone is unexpectedly Available
• upgrade the MailCalm plan

Current plan limits are shown on the Account page.

Shared mailbox cannot be accessed

Check that:

• the shared mailbox address is correct
• the signed-in Microsoft account can open it in Outlook
• the account has Full Access
• the mailbox belongs to the same Microsoft organisation
• Microsoft permissions have had time to apply

Permission changes can take approximately 5–30 minutes.

MailCalm can read but cannot send

This normally means the signed-in Microsoft account does not have Send As permission for the shared mailbox.

In Microsoft 365 Admin Center:

1. Open the shared mailbox.
2. Open mailbox permissions or delegation.
3. Add the signed-in account under Send As.
4. Save the change.
5. Wait for Microsoft to apply it.
6. Reconnect Microsoft in MailCalm.

Unexpected routing result

Turn Test mode on before investigating.

Then check the Activity detail for the email.

Review:

• which routing rule matched
• the sender MailCalm used
• whether a customer email was extracted from the message
• whether Sticky ownership existed
• whether a Filter rule matched
• whether a Special rule and trigger phrase matched
• who was Active or Available
• working hours and schedules
• the Round Robin position

Send another harmless test email after making changes.

Email routed to someone who is Off

Check:

• whether the person is actually Off or only outside a schedule
• CC behaviour settings
• direct ownership rules
• Sticky behaviour
• whether the Activity entry came from Test mode or Live mode

Use the Activity detail to see why MailCalm selected the person.

Email did not move to Allocated

Check that:

• Test mode is off
• Move to Allocated is on
• the Allocated folder exists under Inbox
• MailCalm has permission to manage the mailbox

Move to Allocated is disabled while Test mode is on.

Prefix was not added

Check that:

• Test mode is off
• Add prefix is on
• the email completed live processing

Add prefix is disabled while Test mode is on.

Activity shows simulated routing

This means Test mode is on.

Simulated Activity shows what MailCalm would do without changing the mailbox.

Turn Test mode off only after the test results are correct.

Open diagnostics

Go to:

Account → Support → Open diagnostics

This opens the MailCalm diagnostics location.

Diagnostics may include:

• runtime status
• routing state
• licence status
• recent router logs
• error logs

Avoid manually editing these files.

Export safe diagnostics

Go to:

Account → Support → Export diagnostics

MailCalm creates a support ZIP with sensitive details redacted where possible.

The exported ZIP may include safe copies of:

• configuration
• runtime status
• live routing state
• Test mode state
• licence status
• routing logs
• error logs

Email addresses, subjects, message IDs, tokens and secrets are redacted where possible.

The ZIP is saved inside the MailCalm Application Support exports folder.

Send the ZIP to:

support@mailcalm.co

What to include in a support email

Include:

• company name
• a brief description of the problem
• whether MailCalm was in Test mode or Live mode
• approximately when the issue happened
• the wording shown in MailCalm
• a safe diagnostics ZIP
• a screenshot, where helpful

Do not send Microsoft passwords, authentication codes or unredacted token files.

Safe fallback

When MailCalm cannot route because of a connection, licence or engine problem, emails remain in Outlook.

Do not delete or move the affected emails until the issue has been reviewed.