Troubleshooting & FAQ

Check the file extension is supported (.pst, .ost, .mbox, .mbx, .eml, .msg, or .zip) and under your plan's per-file size limit. Corrupted or password-protected archives will also fail — remove the password first. Full detail: Uploading Archives.

Confirm the upload finished processing (check the dashboard for a "Processing" vs "Ready" status) and that you don't have an overly narrow filter applied — a Date or Archive filter is a common cause of unexpectedly empty results. Full detail: Searching.

Use Forgot password on the login page to reset your password. If you signed up with Google, use the Continue with Google button rather than a password. If two-factor authentication is enabled and you've lost access to your authenticator, use one of your backup codes, or contact support@evermail.ai if you no longer have those either.

This is almost always an issue with the original export, not with Evermail's processing — check the export guide you used included all folders (for example, Sent and Archive as well as Inbox). See the relevant export guide for your provider. If you're confident the source file was complete, contact support@evermail.ai with the archive name and what's missing.

Check Settings → Billing for your current plan, invoices, and payment method on file. For a failed charge, disputed invoice, or refund request, email support@evermail.ai.