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Email Sync Issues

Troubleshooting problems with Gmail and Outlook email synchronization.

Email Not Syncing

Symptoms: New emails are not appearing in Outsprint, or the sync status shows an error.

Solutions:

  1. Go to Settings > Connected Apps and check the status of your email connection
  2. If the status shows an error, disconnect and reconnect your email account
  3. Verify that you granted all required permissions during the OAuth flow
  4. Check that your email provider has not revoked app access (check Google or Microsoft account security settings)

Emails Not Matching to Contacts

Symptoms: Synced emails appear but are not linked to the correct contact records.

Solutions:

  1. Verify the contact's email address in Outsprint matches the sender/recipient address exactly
  2. Check for typos or formatting differences in email addresses
  3. If the contact was recently created, allow a few minutes for the association to be established
  4. Manually associate the email from the contact's activity timeline if auto-matching fails

Gmail Connection Issues

Symptoms: Cannot connect Gmail account or connection keeps dropping.

Solutions:

  1. Ensure you are signing in with the correct Google account
  2. Check that the required scopes (send, read, modify) were approved
  3. Visit Google Security Settings and check for security alerts that may have blocked the connection
  4. If using a Google Workspace account, verify that your administrator has not restricted third-party app access

Outlook Connection Issues

Symptoms: Cannot connect Outlook or Microsoft 365 account.

Solutions:

  1. Ensure you are signing in with the correct Microsoft account
  2. Check that the required permissions (Mail.ReadWrite, Mail.Send) were approved
  3. For Microsoft 365 accounts, verify that your IT administrator has approved Outsprint in the Azure AD admin portal
  4. Try disconnecting and reconnecting the account

Sync Delays

Symptoms: Emails appear in Outsprint with a delay.

Solutions:

  1. Check your sync frequency in Settings > Connected Apps > Email settings (default is every 5 minutes)
  2. Large email volumes may cause longer processing times after initial connection
  3. Server-side delays from Gmail or Outlook can occasionally slow sync

Pro Tip

After reconnecting your email account, it may take a few minutes for the initial sync to pull in recent emails. You do not need to take any additional action.

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