# Email sync issues

> What to do when mail stops syncing or an account shows an error.

_Collection: Troubleshooting & FAQ (troubleshooting) — Kepler Help Center. Canonical: https://keplercrm.com/support/articles/email-sync-issues/_

## First: check the account status

Go to **Settings → Connected accounts** and look at the mailbox's status badge — **Pending**, **Syncing…** or **Synced** when all is well, or a problem such as **Sync stalled**, **Connection issue**, **Reconnect required** or **Access required**. Select **Manage** to see the **Sync** details: status, progress, last attempt, last success and the last error message.

## Account shows an error

Read the last error in the **Sync** details before choosing a fix:

  - **Temporary sync failure** (**Connection issue**): choose **Retry sync** on the row, or **Resync** from the account's menu. This restarts the appropriate initial or incremental import.

  - **Revoked authorization or missing mailbox-read permission** (**Reconnect required** or **Access required**): choose **Reconnect** or **Grant access** on the row, sign in to the provider again and approve the requested access. Resync cannot grant provider permissions. While Google reviews Kepler, a Google reconnect shows Google's "hasn't verified this app" warning again — see [Connecting your email](/support/articles/connect-your-email/) for the two clicks past it.

  - **A sync is already running:** wait for it to finish before starting another.

> **WARN:** Reconnect, don't disconnect. Reconnecting keeps the mailbox's synced history. Disconnecting removes that mailbox's synced emails and calendar events from the workspace (records, and meetings with a note taker recording, stay); connecting it again starts a fresh import of your recent history.

Only the person who connected the account can resync or reconnect it. For a teammate's account, ask them to check its status and run the recovery.

## Connecting fails

  - **"The sign-in took too long, was already used, or was finished in a different browser"** — start again from **Settings → Connected accounts** and finish the provider sign-in in the same browser.

  - **"That Microsoft account doesn't have a mailbox"** — you signed in with an account that has no mailbox, such as an admin login. Connect again and choose the account you send email from.

  - **"A teammate has already connected this mailbox"** — a mailbox belongs to whoever connected it. They need to disconnect it before you can connect it.

  - **"Google didn't give Kepler lasting access"** — remove Kepler from your Google Account's third-party access, then connect again.

  - **"Gmail is on request in this workspace"** — use **Request Gmail** on the Google row, or connect Outlook in the meantime. See [Connecting your email](/support/articles/connect-your-email/).

  - **"This mailbox has been reconnected too many times this month"** — contact support to reconnect it.

## Sync stalled

If a sync has been stuck for a while the mailbox shows **Sync stalled**. Choose **Retry sync** on the row (or **Recover sync** from its menu) and give the backfill a few minutes. If it sticks again, contact support with the account address; we can read the sync logs from our side.

## Connected, but a thread is missing

  - **Give the initial sync time** — large mailboxes take a while on first import.

  - **Check the address match** — threads attach to records by email address. If the candidate wrote from a personal address that isn't on their record, add it and the history links up.

  - **Check sharing** — if a teammate's account synced the thread at a restricted sharing level, you may see metadata but not content by design. See [Email privacy & sharing](/support/articles/email-privacy-and-sharing/).

  - **Check the mailbox permission was granted** — if the account was connected without mailbox-read permission, its threads never arrive. Use **Grant access** or **Reconnect** on the mailbox under **Settings → Connected accounts** to approve mailbox access. **What the workspace sees** changes sharing with teammates; it does not change the provider permissions.

## LinkedIn applicants stopped arriving

  - Confirm the **receiving email account** on the job's LinkedIn posting is still connected and healthy — capture rides on email sync.

  - Check the posting is still **published** in Kepler.

  - Look for **Unmatched LinkedIn application** notifications — if the job title changed on LinkedIn, Kepler may not be able to match the emails to the posting.

## Still stuck?

Click **Help** at the top right of any page and choose **Contact support**. Include the account address, the approximate time mail stopped syncing and, if relevant, a subject line we can trace.