# 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 → Communications Accounts** and look at the account's sync badge — **Pending**, **Syncing…**, **Synced**, **Error** or **Needs attention**. The **Sync health** panel shows progress, last attempt, last success and the last error message.

## Account shows an error

Almost always the OAuth grant was revoked or expired — common after a password change, enabling 2FA, or an IT policy sweep. **Fix:** use **Resync** from the account's menu, or reconnect the same provider and re-approve. Resync restarts the account's sync and uses the appropriate initial or incremental import. If Kepler tells you to disconnect and reconnect, note that disconnecting removes that account's synced email and calendar history from the workspace before a fresh import begins.

## Sync stalled ("Needs attention")

If a sync has been stuck for a while the account is flagged and the menu offers **Recover sync** — run it 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 **Edit Permissions** on the account, or disconnect and reconnect it under **Settings → Communications Accounts** to re-approve. Note that disconnecting removes that connection's synced email and calendar history before the fresh import starts.

## 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?

Open your account menu and choose **Help Center**. Include the account address, the approximate time mail stopped syncing and, if relevant, a subject line we can trace.