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 for the two clicks past it.
• A sync is already running: wait for it to finish before starting another.

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.
• "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

1. Give the initial sync time — large mailboxes take a while on first import.
2. 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.
3. 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.
4. 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

1. Confirm the receiving email account on the job's LinkedIn posting is still connected and healthy — capture rides on email sync.
2. Check the posting is still published in Kepler.
3. 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.