Email Sync Issues

Emails not appearing in your Unified Inbox? Use this guide to diagnose and fix common email sync problems.

Symptoms

• New emails don't appear in the Inbox
• Sent emails aren't showing up
• Sync status shows "Error" or "Disconnected"
• Emails appear delayed by hours

Step 1: Check Connection Status

1. Go to Settings → Connected Accounts
2. Look at the status badge next to your email connection:
   • Green / Active — Connection is healthy
   • Yellow / Error — Temporary issue (token expired, rate limit)
   • Red / Disconnected — Connection broken, needs reconnection

Step 2: Reconnect Your Account

If the status is red or yellow:

1. Click the Disconnect button on the connection card
2. Wait for confirmation
3. Click Connect and re-authorize with your provider
4. Check that you grant all requested permissions

Step 3: Check Provider-Specific Issues

Gmail

"This app isn't verified" error:

• Google may show a security warning for OAuth apps
• Click Advanced → Go to Workestra (unsafe)
• This is normal for apps in testing mode

Sync stopped after 7 days:

• Google test apps have limited refresh token lifetime
• Reconnect to obtain a new refresh token

Outlook / Microsoft 365

"AADSTS65001: User or admin has not consented":

• Your organization requires admin approval for app permissions
• Contact your IT admin to approve Workestra in Azure AD
• Or use Admin Consent flow if you're an admin

"AADSTS50011: Redirect URI mismatch":

• The callback URL must exactly match what's registered in Azure AD
• Check that https://workestra.app/api/auth/outlook/callback is registered

Step 4: Check Sync Settings

1. Go to Settings → Connected Accounts
2. Click the ⋯ menu on your connection
3. Verify:
   • Sync Inbox is enabled
   • Sync Sent Items is enabled (if desired)
   • Sync isn't paused

Step 5: Verify Database Permissions

If you're self-hosting or using a custom Supabase instance:

• Ensure the synced_emails table has RLS policies enabled
• The user_email_connections table must allow the service role to read/write

Still Not Working?

• Check the Connection Error field in Settings for specific error messages
• Try a manual sync: Settings → Connected Accounts → ⋯ → Sync Now
• Contact support with your workspace ID and connection ID