Sortd works best if Gmail “Conversation View” is turned on. If you choose not to have Gmail “Conversation View” on then you can turn “Conversation View” off in Sortd as well, as unfortunately Sortd does not automatically detect this setting in Gmail (yet).
Please see Does Sortd Work With Conversation View turned Off for important additional information.
Alternatively if this is a problem that only occurs occasionally, particularly with recent email, please try holding the SHIFT key when clicking to open the email in the Sortd Inbox as this will cause Sortd to use an alternative strategy to open the Gmail Preview. If you find that you need to do this all the time, please get in touch with us via a support ticket and we will assist you in making this change more permanent.