Re-authorizing Storage Accounts – mxHero Help Center

A storage account connected with a person's own sign-in can stop working, for example after a password change, when the person revokes mxHERO's access, or when the provider expires the sign-in. Rules can't save to that account until someone signs in again. This page explains how you find out, how to re-authorize, and what happens to mail in the meantime.

When re-authorization is needed

Connection	Needs re-authorization when
Individual accounts (Box, OneDrive, Google Drive, Egnyte, Egnyte Gov) and Dropbox team connections	The provider rejects mxHERO's stored sign-in
OneDrive for Organization	Admin consent was removed, or the tenant can no longer be reached
Box for Organization, Google Apps for Organization	The mxHERO app was removed or blocked in the storage service

Organization connections don't depend on any one person's password, so they need attention far less often.

How you find out

Integrations: on Settings › Integrations › Accounts, the account's SYNC STATUS is no longer Synced. An account can also show that it needs revalidation.
Rule editor: in a rule's Cloud Storage Account list, the account appears disabled with an Authorize button. A rule whose account is out of sync shows a banner with the fix.
Dashboard notification: Reports › Notifications shows "Storage credentials lost access" (storage_credential_no_access, level error), with the provider and the account. Admins also get it by email if Cloud storage handling › Storage errors is on in Settings › Notifications. See Notification settings.
Email to the account owner: mxHERO emails the address of the storage account itself (see below).

The re-authorization email

For individual storage accounts and Dropbox connections, mxHERO sends an email to the storage account's own address.

From	`noreply@mxhero.com`
Subject	`Your mxHero requires authentication`
Content	"mxHero is no longer able to authenticate your cloud storage for continued integration with your email. Please re-authenticate using the link below." and a link mxHero Authentication
Language	English only
How often	At most once a day, during the first 7 days after the first failure
Link	Opens the provider's sign-in for that account. Valid for 7 days.

For OneDrive for Organization, mxHERO instead emails every user of your mxHERO organization, with the subject mxHero requires authentication to <organization> and a link to install the storage application again. Same limits: once a day, for 7 days.

Important: Box for Organization and Google Apps for Organization send no email when their access stops. Watch for storage errors in Reports › Notifications and turn on storage error alerts.

Make sure noreply@mxhero.com is not blocked by your spam filter, and tell users that this email is genuine.

Re-authorize an individual account

The person who owns the storage account, or anyone who knows its password, can do this. The sign-in must be with the same storage account; signing in as a different user fails.

From the email

Open the mxHero Authentication link in the email within 7 days.
Sign in to the storage provider with the account named in the email, and accept the requested access.

From the dashboard

Open Settings › Integrations and select the Accounts tab.
Find the account that isn't Synced and click Authorize.
Sign in with the same storage account and accept the requested access.

You can also click Authorize next to the account in a rule's Cloud Storage Account list, without leaving the rule.

For Egnyte Gov, mxHERO remembers your tenant address, so you don't have to enter it again.

Re-authorize an organization connection

Open Settings › Integrations and select the Applications tab.
On the provider's card:
- OneDrive for Organization: click Re-install and grant admin consent again as a Microsoft 365 administrator.
- Box for Organization: check that the mxHERO app is still authorized in the Box Admin Console, then click Verify. See Connecting Box.
- Google Apps for Organization: check that the mxHERO app is still installed for your domain, then click Verify. See Connecting Google Drive.

What happens to mail in the meantime

An upload that fails because of authorization is not retried; mxHERO waits for you to re-authorize. What happens to the email depends on the rule's When the email could not be processed setting:

Deliver anyway (default): the original email is delivered unchanged, with its attachments.
Bounce email to sender: the email isn't delivered and the sender gets a [BOUNCED] message.

Mail delivered unchanged while the account was disconnected is not saved later. Mailbox rules retry the affected accounts and continue after you re-authorize.

Verify

On Settings › Integrations › Accounts, the account shows Synced.
Send a test message through a rule that uses the account and check that the files appear in storage.
Reports › User Activity records the change as Re-authorize storage account (under Storages).

Troubleshooting

Symptom	Cause	Fix
Sign-in fails with "different account" (`INIT_WITH_DIFFERENT_ACCOUNTS`)	You signed in as a different user than the stored account.	Sign out of the provider in your browser, then sign in as the account shown in mxHERO.
The email link doesn't work	It is older than 7 days.	Re-authorize from Settings › Integrations › Accounts.
The account owner never got the email	The 7-day window passed, the email was filtered, or the account is an organization connection.	Check spam filtering for `noreply@mxhero.com`, and re-authorize from the dashboard.
OneDrive for Organization: `FALSE_ADMIN_CONSENT` or access denied	The person consenting isn't a Microsoft 365 administrator, or declined.	Sign in as a Global Administrator and accept.
Account keeps losing authorization	The provider's policy expires sessions, or the user revokes access.	Use an organization connection where the provider offers one.