Troubleshooting: Email Sync Feature

When using the email sync feature in Pipedrive, you may encounter technical issues. Ensure your email sync is active before following these troubleshooting steps.

Unable to Authenticate Your Email Sync

This issue can arise if your email credentials or server settings for your domain change while the sync is active.

1. Verify Credentials and Server Settings:

   • Ensure your credentials and server settings are unchanged.
   • Click on Re-authenticate to have our system attempt to fetch your data automatically.
   • If credentials or server settings have changed, re-enter them.
     

2. Disconnect and Reconnect Email Sync:

   • Click the Remove account button.
   • Click Add new account and re-enter your email credentials to re-authenticate your connection.
   • Note: This action will not delete already synced emails.

Unable to Send Emails from Pipedrive

1. Check Recipient's Email:

   • Ensure the recipient's email address does not contain unsupported characters such as: \ / " : < > | * ´ ~ ^`.

2. Clear Browser Cache and Cookies:

   • Follow the instructions here to clear your cache and cookies.

3. Try a Different Browser:

   • Use a different browser to rule out browser-related issues. Learn which browsers work best with Pipedrive here.

4. Disconnect and Reconnect Email Sync:

   • Go to Personal preferences > Email sync and click Stop Syncing.
   • Reconnect by clicking Add another account instead of Reconnect, then re-enter your email credentials.

Emails Not Populating in Pipedrive Inbox/Sent Section

1. Check for Filters:

   • Verify there are no filters in your Inbox or Sent folder that might prevent seeing synced emails.
     

2. Review Labels Setting:

   • Ensure only emails under the selected labels sync with your Pipedrive account.

3. Clear Browser Cache and Cookies:

   • Follow the instructions here to clear your cache and cookies.

4. Try a Different Browser:

   • Use a different browser to rule out browser-related issues. Learn which browsers work best with Pipedrive here.

5. Disconnect and Reconnect Email Sync:

   • Go to Personal preferences > Email sync and click Stop Syncing.
   • Reconnect by clicking Add another account instead of Reconnect, then re-enter your email credentials.
   
   

Emails Not Showing in Detail View of Deals, Leads, Projects, or Contacts

1. Check Email Threads:

   • Ensure email threads are linked to deals or contacts from your Pipedrive Inbox/Sent box.
   • Open a thread and look in the top-right corner to see if it’s linked to deals.
     

2. Clear Browser Cache and Cookies:

   • Follow the instructions here to clear your cache and cookies.

For ongoing technical issues affecting the email sync feature, visit the Pipedrive status page here.