Fix common email sync issues, including disconnections, missing emails on profiles, and calendar sync problems, so your inbox and Vincere stay aligned with your candidate and contact records.
⚠ Important: Email sync relies on your mailbox connection (including Nylas V3 and, for some users, Office 365 security policies). You may need to disconnect and reconnect your email periodically to keep sync working.
Troubleshoot Email Sync Issues
Vincere uses email sync to centralise your communication with candidates and contacts. In some cases, emails may stop syncing or appear to be delayed. This can happen when:
Your mailbox password or security settings change.
Your email connection transitions to Nylas V3, which may trigger a temporary disconnection and show a Reconnecting Email popup.
User management changes are made, such as adding or removing users.
Office 365 security policies cause connections to expire automatically.
If you see the Reconnecting Email pop-up or notice that new emails, activities, or calendar items are missing, follow the steps below to restore sync.
Disconnect and Reconnect Your Email
Disconnecting and reconnecting your mailbox refreshes the connection, completes the transition to Nylas V3, and resolves many common sync issues.
Click your profile picture at the top right of Vincere, then click User Settings.
In the email section, click the red Disconnect button, then confirm you want to disconnect your mailbox.
Stay in User Settings, then click the email connection hyperlink to start reconnecting your mailbox.
Enter your email address, then click Detect Email Type so Vincere can identify the correct provider.
Click Connect, complete any provider login prompts, then confirm that the email address shown in Vincere matches the mailbox you connected.
📌 Note: If you repeatedly see the Reconnecting Email popup after reconnecting, capture a screenshot and include it when you contact support so they can check for Nylas transition issues.
Manually Refresh Email Sync
If your connection is active but new emails are not appearing yet, you can manually refresh the sync.
Go to the Emails tab in Vincere, then click the Refresh button to pull in the latest emails from your mailbox.
Open your mailbox settings inside Vincere, then locate the Sync option under the connected mailbox.
Click Sync to manually trigger a full synchronisation and wait a few moments, then check the Emails tab again.
🤓 Tip: Use manual refresh after reconnecting your email or after a period of inactivity to speed up the appearance of newly synced emails.
Get Help from Support
If you still experience issues after reconnecting and refreshing your mailbox, gather some details and contact the support team.
Note your name, company, and a brief description of the issue, including when the sync stopped and which inbox or calendar is affected.
Capture a screenshot or short recording of the problem, especially if you repeatedly see the Reconnecting Email popup or missing emails that should be visible.
Contact the support team through your usual support channel, then share your notes and screenshots so they can review your Nylas connection and account configuration.
If you use Office 365, remember that Microsoft may automatically expire app connections roughly every 90 days. Disconnecting and reconnecting your mailbox in User Settings restores the connection. This limitation also affects many other applications that connect to Office 365.
🤔 FAQs
Q1: "Why are my emails getting disconnected?"
This typically happens due to security changes like password updates. Simply reauthorize your email to resume syncing.
Additionally, check for any recent changes in your external mailbox platform (e.g., password updates), as these may require account re-authentication.
⚠️ If you are using Office365, note this:
Email connections to Office 365 will expire automatically after 90 days. To ensure that your emails are synced to Vincere, you will have to disconnect and reconnect your emails to Vincere every 90 days or so.
This is not an issue specific to Vincere, as other applications have also reported the same. We're currently investigating options to see what we can do on our end to fix this.
Q2: “Why are my candidate or contact emails not showing in the profile?”
These are the parameters that need to be met for the emails to sync to the profile. Please see the information below:
The email must be the primary email of the candidate or the Contact
Email must be sent/received after the candidate or Contact has been created in Vincere
Email should be in the Inbox/Sent items of your connected email (not in subfolders)
Email should be visible in the Vincere Email tab's Inbox/sent items (If not, disconnect and reconnect it in the user settings and click refresh)
Q3: "Can I still Sync Emails I’ve sent to a candidate/contact before they were created in Vincere? "
Emails will only begin to sync to Vincere after the registration date of the candidate/contact. Any emails sent/received prior to their profiles being created will not be synced, but you can add them as comments in the activity to keep a log of the email.
Q4: "How do I prevent confidential emails from being synced in Vincere?"
Go to User Settings, then click Sync Options.
Select only Inbox/Sent Items.
Move confidential emails to subfolders - these won't sync with Vincere.
💡 Best Practice tip:
Avoid using your connected email address or any registered user's email address as the primary email of a contact/candidate. This will prevent emails not linked to a contact/candidate from getting synced for other users to see.
Q5: "How do I remove confidential emails that have already been synced into the system from the contact/candidate profiles? "
Inside the Vincere Email, select the email/emails you want to delete from the system, and Bulk actions, and select Delete.
Q6: How do I see the latest emails in my Outlook/Gmail in Vincere?
Emails automatically sync in real sync, and refresh. But you can click on the refresh button in the email tab to sync the latest emails to your connected email address.
Q7: How do I know if an email is synced to a profile?
Look for icons in Vincere Email:
Blue: Linked to a Contact.
Orange: Linked to a Candidate.
Half blue/half orange: Linked to Both.
Blank: Not linked to any profile.
Q8: Can I delete emails in Consolidated Activities?
Consolidated activities are a read-only display, so we won’t be able to delete any emails or activities recorded/synced here.
Q9: I just sent an email. Why don’t I see it in candidate/contact activities?
Emails are real-time synced, but you can also click on the refresh button to request a refresh from a queue.
Q10: If I delete my emails inside Vincere, will it delete the email in my connected email's Inbox/sent items?
No. Vincere uses one-way sync:
Q11: Why aren't my scheduled interviews syncing to my Outlook calendar?
Calendar synchronization issues can occur even after properly connecting your email. If interviews scheduled in Vincere aren't appearing in your Outlook calendar:
Confirm the interview appears in your Vincere Calendar first.
Check if your email was properly reconnected by testing with a new email.
Verify that calendar permissions are correctly set in your Outlook account.
Try manually refreshing both Vincere and Outlook calendars.
Deletes in Vincere: Only remove it from Vincere.
Original email: Remains intact in your email client (Gmail/Outlook).- Recurring 'Reconnecting Email' popups may require additional steps, such as resyncing or verifying compatibility updates in Vincere and email settings.- Addressing Vincere update announcements about authentication protocols can proactively reduce popup occurrences.
Best Practices
Avoid using your email address or other registered user emails as the primary email for candidates/contacts.
Use subfolders to manage confidential emails and prevent them from syncing.
Reconnect every 90 days for Office365 accounts to avoid expiration issues.- Document unusual disconnection patterns and report them to support promptly.
Check sync status before scheduling important interviews or events.
Be mindful of potential disruptions when adding or removing users from your Vincere account.
Happy Recruitment #TheVinnyWay🤩