> For the complete documentation index, see [llms.txt](https://docs.resifactory.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.resifactory.net/reference/support.md).

# Getting help

## Try this first

Most problems resolve in under a minute with one of these:

| Symptom                              | Start here                                                          |
| ------------------------------------ | ------------------------------------------------------------------- |
| A client will not connect            | [Troubleshooting → Cannot connect](/imap/troubleshooting.md)        |
| Connected, but the mail is not there | [Troubleshooting → Connected but no mail](/imap/troubleshooting.md) |
| Refract will not connect             | [Refract](/imap/clients/refract.md) — it is the missing `:993`      |
| Codes arriving late                  | [The inbox window](/imap/inbox-window.md)                           |
| A mailbox is `expired`               | [Accounts](/the-console/accounts.md) → **Resubscribe**              |
| Locked out of your account           | [Signing in](/getting-started/signing-in.md)                        |
| A question about behaviour           | [FAQ](/reference/faq.md)                                            |

## The one check that resolves most cases

Open **App passwords** and look at **Last used** for the credential your tool is using.

* **`–` or old** → the client has never authenticated. It is a *connection* problem: credential, username, port, or IP allowlist.
* **Recent** → the client *is* connecting. It is a *visibility* problem: inbox window, scope, or the mail genuinely is not there.

Those two paths almost never overlap, so knowing which one you are on saves a lot of guessing.

## What to include when you ask

Send this and you will usually get a single, correct reply:

1. **What you expected, and what happened instead.** "Shikari should have picked up the code from `shop.example` at 14:32; it never did."
2. **The app password's label and ID.** Right-click the row → **Copy ID**. **Never the password itself.**
3. **What `Last used` says** on that row.
4. **The credential's Scope and Inbox window**, from the same row.
5. **The client**, and the exact server / port / username you configured.
6. **Whether the message is visible** in the console [Inbox](/the-console/inbox.md).
7. **Any exact error text**, copied rather than described.

{% hint style="danger" %}

### Never send

* Your **sign-in password**.
* An **app password**.
* A **credential export** — CSV, JSON, `email:password`, or AYCD file.
* Screenshots with any of the above visible.

Nobody needs them to help you. If you have already sent one, revoke or change it now — see [Keeping credentials safe](/credentials/security.md).
{% endhint %}

## Who to contact

Support for the mail server comes from **whoever sold you access**. They can reach the operator on your behalf for anything that needs server-side action.

Things only they can do:

* Renew lapsed access.
* Reset your password if you never set a recovery address.
* Investigate mailboxes that stay `expired` after **Resubscribe**.
* Replace mailboxes that arrived faulty.
* Anything about billing, invoices or refunds.

## Reporting a leaked credential

Do not wait to ask first.

* **App password** — revoke it yourself, immediately. **App passwords** → right-click → **Revoke**. Live sessions drop at once. Then tell someone.
* **Sign-in password** — change it in **Settings → Password**, which signs out every session. Then review your app passwords for anything you do not recognise.
* **A credential export** — mailbox passwords are not revocable from this console. Report it promptly, and delete every copy of the file.

Full procedure: [Keeping credentials safe](/credentials/security.md).


---

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