Double provides multiple email inbox connections, allowing for emails to be sent seamlessly from Double to client contacts.
There are 2 types of email connections:
Practice emails
Personal emails
More on Double Emails
The practice email connection
To connect, change, or reconnect the email used to send email to client contacts:
Click Practice Settings (⚙️ icon)
Click Client Portal
Click Branding
Click Practice Emails
Click "Manage" and then "Revoke access"
The email can be reconnected from there.
The personal inbox connection
Each user can connect, change, or reconnect a their personal inbox connection:
Go to User Settings
Click the Inbox tab
Click "Manage" and then "Revoke access"
The email can be reconnected from there.
Note: Permissions to have personal inboxes are controlled by admins under Practice Settings > Manage Users > Emails.
Connecting a practice email via IMAP
If your email is through Outlook or Gmail, you should be taken directly to the log in screen and connect seamlessly from there! In other instances, you may need to connect via IMAP settings
Common IMAP settings
BlueHost
BlueHost
IMAP Host: imap.oxcs.bluehost.com
IMAP Port: 993
SMTP Host: smtp.oxcs.bluehost.com
SMTP Port: 587
See the link above for cPanel email instructions
DreamHost
DreamHost
IMAP Host: imap.dreamhost.com
IMAP Port: 993
SMTP Host: smtp.dreamhost.com
SMTP Port: 465 or 587
Outlook
Outlook
IMAP Host: outlook.office365.com
IMAP Port: 993
SMTP Host: smtp-mail.outlook.com
SMTP Port: 587
StartMail
StartMail
IMAP Host: imap.startmail.com
IMAP Port: 993
SMTP Host: smtp.startmail.com
SMTP Port: 465
Note: Emails connected via IMAP cannot utilize Double's email inbox feature.
Troubleshooting IMAP authentication issues
When trying to connect an email address via IMAP settings and it returns an error, follow this troubleshooting guide.
Common causes of error messages when connecting IMAP emails
An incorrect port number
The server does not have a valid SSL/TLS connection
IP block(s)
Test your IMAP connectivity settings with this link: https://support-automation.us.nylas.com/tools/connectivity-test
Connecting an Email Alias
COMING SOON 🎉
Users will now have the option to connect an email alias as their practice email address!
To connect an email alias,
Go to Practice Settings > Client Portal > Branding
Select the "Practice emails" tab
Make sure a valid Google or Outlook email is connected
Select "Manage" on your Default practice email
Choose the option to "Connect alias email"
Enter the email address
Select Save
Send a test email to confirm all settings look correct
Note: The email alias will not render on the Double side once connected successfully. Sending a test email will show that the email alias is working as expected.
What is an email alias?
What is an email alias?
An email alias is an email address you can use to send emails from that's not your primary address.
For example, if the user's primary email address is user@mail.com, and the email alias is alias@mail.com, any email sent from alias@mail.com will also show up in the user@mail.com outbox.
Email aliases are set up within a user's own email system, outside of Double. For more information on configuring an email alias, follow the links below:
Reset user password
Reset password at sign in
On Double's login screen do the following:
Enter your email
Click "Forgot password?"
Click Reset password for [email]
You should receive an email with a link to reset your password
Note: If a reset password link does not arrive in the user's inbox within a few minutes, have them double check that the email address was entered correctly & matches the email associated with their user account in Double.
Reset password while signed in
Go to the Account tab of your User Settings
Select "Reset password" at the bottom of the page
Send a reset password link to another user
Admin users have the option to trigger reset password links to users.
Click Practice Settings (⚙️ icon) > Manage Users
In the user's row, select Action
Click Send password reset link
Managing the user email address
To change the email used to sign in to Double,
Go to User Settings
Click Edit Email
Heads up!
This will change the email you use to login
If you change your login email, next time you try to login, you'll need to use the new email
If you're just looking to change the email you use to send emails to clients, see the instructions above for your Practice Email.
Subcontractor email setup
A second account can be created using the same user email address with a slight workaround.
Adding a plus sign to the email address (e.g., name+1@email.com) allows Double to treat it as a unique address while still delivering all emails to the same inbox.
This works because mail clients ignore anything that comes after a plus.
For example, if you have an account under firstname@example.com, you can add another account with the email address firstname+1@example.com, and all emails send to firstname+1@example.com will still go to the firstname@example.com inbox.
Note: This workaround is recommended for Double users (bookkeepers) only. Client portal contacts can have their email address added across multiple Double accounts without issue.