Why Your Emails Might Not Be Sending in Moxie (And How to Fix It)

–– July 31, 2025

If you’re running your business through Moxie CRM and wondering why your emails aren’t sending—or why your clients aren’t receiving confirmations—this guide is for you. One of the most common issues new Moxie users face is not having their Communicator settings fully configured.

In this article, we’ll walk through the two essential pieces of the puzzle—custom email setup and mailbox connection—and how to fix common email errors (including the dreaded 400 invalid_grant message from Google). Let’s get your Moxie CRM email settings working like they should!

First, Let’s Talk About the Two Email Connections in Moxie

There are two separate email features in Moxie that need to be set up:

1 – Custom Email = Your Professional Outgoing Voice

This is the “from” address Moxie uses when it sends emails on your behalf—things like:

Inquiry form confirmations
Scheduling links
Project notifications
Agreements and invoices

Instead of using Moxie’s default no-reply address, your emails will look like they’re coming from [email protected], which is so much more professional and much less likely to get flagged as spam.

2 – Mailbox Connection = Your Inbox Sync + Email Authentication Sidekick

Your mailbox connection is responsible for:

Pulling in messages from known contacts
Keeping your universal inbox in Moxie nice and tidy
Allowing you to see client replies inside Moxie
Giving Moxie the security clearance it needs to send emails for you

Think of this as the authentication part of the equation. Even if your custom email is set up, Moxie won’t be able to send emails (especially from inside the inbox or opportunities) unless the mailbox connection is active and authorized.

moxie crm mailbox settings — Mailbox connected in Moxie CRM

moxie crm custom email settings — Custom Email set up in Moxie CRM

But here’s the kicker:

When you want to send emails directly from inside Moxie (like replying to a message, sending something from an opportunity, or using the universal inbox), Moxie needs the mailbox connection too.

Why? Because the mailbox connection provides the authentication Moxie needs to say “yep, I’m allowed to send as this person.” Even if your custom email is set up, it won’t work fully without the mailbox connection.

You need BOTH. Here’s why:

Custom Email = Sends the email + shows your name
Mailbox = Authenticates the email + syncs your inbox

If you’re missing one or the other, things break:

Emails might not send at all
You’ll see errors (lookin’ at you, 400 invalid_grant)
Clients won’t get confirmations
Messages could be flagged as spam
Your inbox inside Moxie? Might be a ghost town.

Real Talk: Why This Matters

🔹 Your inquiry form confirmation didn’t show up? Probably because your custom email wasn’t set up—or your mailbox wasn’t connected for proper authentication.

🔹 You’re replying to an opportunity and the message won’t send? You need that mailbox connection.

🔹 Want to avoid your emails going to spam? Get those SPF, DKIM, and DMARC records set up. (You can check your domain’s health at MX Toolbox.)

What That “400 Bad Request” Error Means (and How to Fix It)

Ever try to send an email inside Moxie and get hit with something that looks like this?

400 Bad Request

POST https://oauth2.googleapis.com/token

{ “error”: “invalid_grant”, “error_description”: “Token has been expired or revoked.” }

Don’t worry. This isn’t a Moxie bug. It’s a Google security thing.

Here’s what it means—in plain English:

👉 Moxie lost permission to use your Google account to send emails.

This usually happens when something changes on your Google side, like:

You changed your Gmail password
You turned on/off 2-Step Verification (2FA)
You logged out of all Google accounts on your device
You removed Moxie’s access in your Google security settings

How to Fix It

It’s super easy:

Go to Communicator → Settings → Mailboxes in Moxie
Click Reconnect next to your Google email account
Follow the prompts to reauthorize your Google connection

Once you reconnect, Moxie can send emails again like usual.

Why This Matters

Google is just doing its job—protecting your account. But when that protection kicks in, it can unintentionally interrupt tools like Moxie that rely on secure access to send emails.

This is another reason why setting up your mailbox connection properly (and keeping it updated) is key to making sure your emails go out smoothly.