Troubleshooting common issues

Can't connect to PurelyMail

If you get an error when trying to connect your mailbox, check these in order:

1. Are you using an app password? Your regular PurelyMail password won't work. You need a separate app password from purelymail.com/manage/security. See our connection guide.
2. Are you using your full email address? Enter your complete email (e.g. you@yourdomain.com), not just the username part.
3. Did you copy the app password correctly? App passwords are long and contain special characters. Try copying it again directly from PurelyMail.
4. Is your PurelyMail account active? Log in at purelymail.com/manage to confirm your account is in good standing.

Folders are missing

Hatched Mail shows all folders that exist on your PurelyMail IMAP server. If a folder is missing:

• Check that the folder exists in PurelyMail's webmail at inbox.purelymail.com
• Make sure the folder is subscribed — PurelyMail lets you subscribe/unsubscribe to folders
• Try refreshing the folder list by clicking the refresh button in the folder sidebar

Emails not loading

If your inbox is empty or emails aren't loading:

1. Check your internet connection
2. Try clicking the refresh button in the message list
3. Sign out and sign back in — this refreshes your IMAP session
4. Check if PurelyMail is experiencing an outage at news.purelymail.com/status

Can't send email

If composing or sending fails:

• Make sure you're connected to your mailbox (Settings shows connection status)
• PurelyMail blocks sending of marketing or bulk email — see their terms of service
• If emails you send are being marked as spam, see PurelyMail's deliverability guide

App is slow

• If you have a very large inbox (50,000+ messages), loading may take a few seconds
• The Lifetime plan includes priority IMAP sync for faster loading
• Try clearing your browser cache and reloading
• If you're on a slow connection, Hatched Mail may take longer to fetch messages

Forgot your Hatched Mail password

Go to our password reset page and enter your email. You'll get a reset link within a minute. This resets your Hatched Mail account password — it does not change your PurelyMail password.

Still having trouble?

Email us at hello@hatched.digital. Include what you were trying to do, what you expected to happen, and what actually happened. Screenshots help a lot. We typically respond within 24 hours.