First make sure the universal inbox is turned on (the Inbox page shows an "Enable Universal Inbox" button if it isn't). Then click Refresh at the top of the Inbox page to sync every mailbox right away. The inbox only syncs while Winnr is open, when you click Refresh, or when an API integration reads it, so a reply can simply be waiting for the next sync. If it still doesn't appear, check whether a Warmup Exclusions phrase is hiding it, filter the Inbox to that mailbox, and finally log in to the mailbox with a mail client to confirm the reply arrived.
Diagnosis
1. Check that the universal inbox is on. Click Inbox in the sidebar. If you see an "Enable Universal Inbox" button, it's off. Turn it on and Winnr starts syncing. You can also check (and change) it under Settings → Account → Universal Inbox.
2. Click Refresh. The Refresh button at the top of the Inbox page syncs every mailbox right away. If new messages appear, the inbox was simply waiting for its next sync.
3. Filter to the mailbox. Use the Mailbox filter on the Inbox page, or click the View Inbox icon on the mailbox's row in Email Users. This is the same synced data, just narrowed to one mailbox, so it's quicker to scan.
4. Check Warmup Exclusions. A phrase that's too broad can hide real replies along with warmup mail.
5. Check the mailbox directly. Log in to the mailbox with a mail client (Apple Mail, Thunderbird) using the credentials from Email Users → Export. If the reply is there but not in Winnr, click Refresh again and, if it still doesn't show, contact support@winnr.app with the mailbox and the reply's date. If the mailbox login fails, see Sending tool says "authentication failed".
6. Verify the reply was sent. If it isn't in the mailbox, the reply never arrived. The sender may have drafted it but not sent it, or it may have been blocked on their side.
When replies actually don't arrive
- Reply-to points elsewhere. If your sending tool sets a different Reply-To address, replies go there, not to the Winnr mailbox. Check your sequencer's reply-to setting.
- Replies were forwarded. If the domain has a forwarding address, replies are copied there too, but the original still lands in the Winnr mailbox.
- The reply was deleted. Deleting a message in the Inbox deletes it from the mailbox itself, and so does deleting it in any mail client or tool connected to the mailbox.
What's next
Frequently asked questions
How fast should replies appear?
While Winnr is open in a visible browser tab, it syncs at most every 15 minutes. Clicking Refresh on the Inbox page syncs immediately (on large accounts it can take a few minutes to finish). If nobody has Winnr open, new mail waits in the mailboxes and is picked up on the next sync.
I know someone replied. Where is it?
1) Click Refresh on the Inbox page and give it a minute. 2) Filter the Inbox to that mailbox (or click View Inbox on its row in Email Users). 3) Check Warmup Exclusions in case a phrase there matches the reply. 4) Log in to the mailbox with a mail client using its exported credentials. If it isn't there either, the reply never arrived. Ask the sender to check their Sent folder.
Could a real reply be hidden as warmup mail?
Only if it contains one of the phrases listed under Warmup Exclusions in the Inbox toolbar (which includes your warming seed phrase, if you set one). Messages containing any listed phrase in the subject or body are hidden. Remove or tighten a phrase if it's too broad.
Why can't I find an older reply?
Messages drop out of Winnr's inbox view 30 days after they were received, and the first sync after turning the inbox on only reaches back 7 days. The mail itself is still in the mailbox, so use a mail client to find it.
Do read messages disappear?
No. Read and unread messages both show. Unread ones are marked with a dot and bold text.
I don't see Inbox in the sidebar.
The universal inbox is available for accounts with up to 5,000 mailboxes. Above that, the Inbox page is hidden; read replies in your sending tool or a mail client instead.