Email Sync Problems

Last updated: January 2026

Common Email Sync Issues

If your emails are not appearing in Ralivi or sync has stopped working, follow these steps to diagnose and fix the problem.

Check Connection Status

1

Go to Settings

Navigate to Settings → Email Integration to view your connected accounts.

2

Check Status Indicator

Look for the status indicator next to each account:

  • Connected - Account is working properly
  • Needs Attention - Token may need refresh
  • Disconnected - Account needs reconnection
3

Reconnect if Needed

If the status shows "Needs Attention" or "Disconnected", click "Reconnect" and follow the authentication flow.

Emails Not Appearing

Wait for Initial Sync

When you first connect an account, Ralivi syncs your recent emails. This can take a few minutes depending on inbox size.

  • Small inbox (under 1,000 emails): 1-2 minutes
  • Medium inbox (1,000-10,000 emails): 5-10 minutes
  • Large inbox (over 10,000 emails): 15-30 minutes

Check Inbox Filters

Make sure you're not filtering out the emails you're looking for:

  • Clear any active search queries
  • Check if you're filtering by a specific account
  • Look in "All Mail" instead of specific folders
  • Verify date range filters are not too restrictive

Refresh Manually

Try forcing a manual refresh:

  1. Go to the Inbox page
  2. Click the refresh icon in the top right
  3. Wait 30 seconds for the sync to complete

Check Email Provider

Verify the email exists in your actual inbox:

  • Log into Gmail or Outlook directly
  • Confirm the email is there and not in spam
  • Check if it was deleted or archived
  • Look for any filters or rules that might be moving emails

Sync Stopped Working

Token Expired

Email connections use tokens that can expire. This is the most common cause of sync stopping.

How to fix:

  1. Go to Settings → Email Integration
  2. Find the affected account
  3. Click "Reconnect" or "Refresh Token"
  4. Complete the authentication flow

Password Changed

If you changed your email password, you need to reconnect the account in Ralivi.

How to fix:

  1. Go to Settings → Email Integration
  2. Click "Disconnect" on the affected account
  3. Click "Connect Gmail" or "Connect Outlook"
  4. Sign in with your new password

Permissions Revoked

Check if you accidentally revoked Ralivi's access in your Google or Microsoft account settings.

How to check:

Sent Emails Not Syncing

If emails you send from Ralivi are not appearing in your email provider's sent folder:

Check Send Permissions

Verify Ralivi has permission to send emails:

  1. Go to Settings → Email Integration
  2. Click "View Permissions" next to the account
  3. Confirm "Send email" permission is granted
  4. If not, reconnect the account

Sync Delay

Sent emails can take 1-2 minutes to appear in your email provider. Check your sent folder after a few minutes. If still missing after 5 minutes, contact support.

Organization Restrictions

Work Email Limitations

Some organizations restrict third-party app access. If you're using a work email:

  • Contact your IT administrator to whitelist Ralivi
  • Ask them to enable OAuth access for external applications
  • Provide them with Ralivi's OAuth client ID if needed
  • Consider using a personal email account if restrictions cannot be lifted

Advanced Troubleshooting

Clear Browser Cache

Sometimes cached data can cause sync issues:

  1. Clear your browser cache and cookies
  2. Close and reopen your browser
  3. Log back into Ralivi
  4. Check if sync is working

Try a Different Browser

Browser extensions or settings can interfere with OAuth. Try accessing Ralivi in an incognito window or different browser to rule out browser-specific issues.

Disconnect and Reconnect

As a last resort, completely disconnect and reconnect:

  1. Go to Settings → Email Integration
  2. Click "Disconnect" on the affected account
  3. Wait 30 seconds
  4. Click "Connect Gmail" or "Connect Outlook"
  5. Complete the full authentication flow

Still Having Issues?

If you've tried all these steps and email sync is still not working, contact our support team with the following information:

  • Email provider (Gmail or Outlook)
  • When the issue started
  • Error messages you're seeing
  • Steps you've already tried
Contact Support →
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