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Troubleshooting

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General issues

In Aqua Mail's settings go to the Debug section and enable “Debug logging” there. Set “Log output location” to “File (log-AquaMail.txt)”. You will need to enable “Log raw data (include raw session data)” most of the time, if the issue is related to specific message(s) or account(s). It is good practice to reset the log file from the last option in the menu before proceeding further.

Once logging is enabled, please repeat the steps to cause the issue and send the log file to support@aqua-mail.com with a brief description of your problem.

The log file is called log-AquaMail.txt and is located at the root directory of your device. Note that you will have to manually disable the logging process after you've finished.

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This issue is most likely related to the folder's name having changed on the server and is most common with languages other than English.

To fix the problem go to Settings > Manage accounts > Select your account > Folders >
Tap on the folder and select the option to sync it with the respective folder on the server (this may already be the chosen option, re-select it if so) > Refresh the account.

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Crashes are automatically recorded in a crash log, called log-AquaMail-crash.txt and located at the root directory of your device. Please send it as an attachment to support@aqua-mail.com.

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This can happen when the name of the deleted folder has changed on the server. Aqua Mail is still looking for the old name of the folder and cannot perform the action of deleting the messages.

To fix this issue go to Settings > Manage accounts > Select your account > Folders >
Tap "Deleted" and select "Sync with Deleted" (this may already be the chosen option, re-select it if so) > Refresh the account.

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This can happen if you mix IMAP (in Aqua Mail) with POP3 (in another mail app, say Outlook for Windows).

POP3 has no support for marking messages as read or unread. Some mail services mark messages as read once they’ve been downloaded by a mail application, some do not.

IMAP does have support for syncing the read/unread per-message state.

The process is that:

  • a new message arrives, it is initially unread
  • when it’s retrieved with Outlook for Windows (for example) over POP3, the mail service will mark the message as read on the server
  • since POP3 has no read/unread sync, the message will remain unread in Outlook
  • when it is retrieved in Aqua Mail via IMAP the message will show up as read since the Outlook service has marked it such on the server


The solution for this is to not mix POP3 and IMAP. It is recommended to use IMAP when accessing your e-mail from multiple devices/apps as the information is correctly synced between all of them. POP3 should be reserved for more specialised cases and used with knowledge what the protocol can and cannot achieve.

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This can happen if you uploaded a lot of messages using a desktop mail app, maybe when migrating to a new mail provider, or moved a lot of messages to a new folder.

Can also be caused by a server issue, since IMAP guarantees ordering by date for incoming mail.

To troubleshoot these and other similar scenarios, simply change the "Messages to sync" setting in Settings > Manage accounts > Your account > Options > Account Options from "by message count" to "by time period".

For migrated accounts, if you’ve uploaded your messages some IMAP mail servers will then assign the date and time of upload to all messages. If you’re seeing this, please: Delete the account in Aqua Mail and add it again > Before it synchronizes messages open the account’s Options and folders > IMAP options > Change “which message date/time to download” to “Date/time sent (from message header)”.

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It is possible to see that there are unread messages in the Account list / Accounts counter whilst you do not see any in the app. Aqua Mail takes the unread count directly from the server, i.e. the unread count of all mail in your mailbox. At the same time, the app does not sync the entirety of your mailbox unless configured to do so.

If you see unread messages but cannot find them in your folders in Aqua Mail, simply open up your mail provider's website and sort by unread. Your messages are likely old and not synced by the app.

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E-mail Provider issues

If you have a gap in synced messages, see very old messages that would not normally be synced or see very few of your new messages, adjust the following setting:
Long press on the account > Options and folders > Account options.
Change the “Messages to sync” setting from a number based value (“25 messages” etc.) to a date range based value (“last 7 days”, etc.)
Refresh the account.

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Gmail has a special folder called All Mail which contains copies of messages in all folders. If your account is syncing this folder you will receive all of your messages twice.

To adjust this behaviour go to Settings > Manage accounts > Select your account > Folders > Select All Mail and choose "Archive, do not sync". Refresh your account.

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Device issues

There are several ways to activate Aqua Mail Pro depending on your purchase method.

Please select the relevant option:

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In order to restore an Aqua Mail Pro premium subscription purchase, please follow the steps below:

  1. On your Android phone or tablet, open Google Play Store Google Play.
  2. Tap Menu Menu and then My apps & games and then Library.
  3. Tap the app you want to install or turn on.
  4. Tap Install or Enable.

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In order to restore the Premium using the Aqua Mail Pro app, please follow the steps below:

  1. On your Android phone or tablet, open Google Play Store Google Play.
  2. Tap Menu Menu and then My apps & games and then Library.
  3. Find Aqua Mail Pro.
  4. Tap Install or Enable.
  5. Install Aqua Mail Free from the Play Store.
  6. Add your purchase account in Aqua Mail Free.
  7. Launch the Aqua Mail Pro Unlocker app.
  8. Tap "check license".

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In order to restore Aqua Mail Pro purchased via PayPro Global, please follow the steps below:

  1. On your Android phone or tablet, open Google Play Store Google Play.
  2. Install Aqua Mail Free from the Play Store.
  3. Add your PayPro purchase e-mail as an account into AquaMail.
  4. Install the Unlocker for PayPro Global version 1.0.30-893 from here(Android may prompt you to allow app installs from "external sources", i.e. not Google Play)
  5. Run the unlocker, tap "check license".

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In order to restore Aqua Mail Pro purchased via Mobisystems.com, please follow the steps below:

  1. Locate your activation key. This is sent to the e-mail address used to purchase along with your other purchase details.
  2. On your Android phone or tablet, open Google Play Store Google Play.
  3. Install Aqua Mail - Email app for Any Email.
  4. Navigate to Settings > About > Activation code and submit your key.

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Starting with Android 6.0 a Doze mode feature was included which optimizes memory and battery life by restricting app background usage when the device is not in use.
Aqua Mail will notify you within Settings > Mail, receiving if it is not allowed to update your e-mail in the background.

You can also adjust which apps are affected by Doze mode in your device settings:
On Samsung phones go to Settings > Device Maintenance > Battery. You’ll want the “Power saving mode” to be OFF. Under App power monitor, find Aqua Mail and change it's status to "unmonitored apps".
On Xiaomi phones go to Settings > Additional Settings > Battery & Performance > Manage apps battery usage > Whitelist Aqua Mail
On Huawei phones go to Settings > Advanced Settings > Battery manager -> Protected apps -> Set Aqua Mail as Protected
On ASUS phones go to the Mobile manager app > Auto-start manager > Allow for Aqua Mail

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Xiaomi MIUI requires additional setup for notifications to work as intended for apps, including Aqua Mail. To ensure the best possible notification delivery check the following options:
Settings > Notifications > Aqua Mail > Allow notifications
Settings > Notifications > Aqua Mail > Notification categories > Message notifications > Importance > set to High
Settings > Apps > Manage apps > Aqua Mail > App Permissions > Allow all
Settings > Permissions > Other permissions > Aqua Mail > Allow all

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Samsung's One UI requires additional setup for notifications to work as intended for apps, including Aqua Mail. To ensure the best possible notification delivery check the following options:
Settings > Notifications > See All (if needed) > Aqua Mail > Enable
Then tap on Aqua Mail > Enable "App icon badges"
General notifications tab > in the next window manage the style notification specifics
Settings > Device care > Battery > Options (this will appear as three dots in the top right corner) > Settings > Sleeping apps > Ensure Aqua Mail is not on this list.

Additionally, make sure to exclude Aqua Mail from any battery optimizer that may be running and configure the app's priority in your settings.

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Huawei's MIUI requires additional setup for notifications to work as intended for apps, including Aqua Mail. To ensure the best possible notification delivery check the following options:

 

Settings > Notification & status bar> Notification Management > Aqua Mail > Allow notifications

Settings > Apps > Settings (bottom gear icon) > Special access > Ignore optimizations > Allow for Aqua Mail

Settings > Apps > Aqua Mail > Battery > Disable "Close after screen locked"

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OxygenOS by OnePlus requires additional setup for notifications to work as intended for apps, including Aqua Mail. To ensure the best possible notification delivery check the following options:

Settings > Apps & notifications > Notifications > Aqua Mail > Battery optimization > Don’t optimize

Settings > Apps & notifications > Notifications > Aqua Mail > Notifications > Enable all desired

Settings > Battery > Battery optimization > (three dots) > Advanced optimization > Disable Deep optimization

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For Samsung One UI handsets notification badges are not handled by individual apps. If you're having issues with Aqua Mail's badge, try the following:
Settings > Apps > Aqua Mail > Notifications > Enable "App icon badges"
Settings > Notifications > App icon badges > Show with number

Within Aqua Mail go to Settings -> Message notifications -> Enable “Smart Watch enhancements”.

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