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⭕ Overview
Vincere uses email sync to keep your communication with candidates and contacts centralized.
Sometimes, due to account changes or sync delays, emails may stop syncing.- Transitions from Nylas V2 to V3 in Vincere's email system may cause temporary disconnections.
User management actions (adding or removing users) can trigger email disconnections.
This guide walks you through how to resolve these issues and ensure continuous sync functionality.
🔧 Troubleshooting Steps
1. Disconnect and Reconnect Your Email
This helps transition your account to Nylas V3 and resolves common sync issues.
To Disconnect:
Click your profile picture at the top right of your Vincere screen.
Go to User Settings.
Click the red Disconnect button.
To Reconnect:
Click the email connection hyperlink in User Settings.
Enter your email address.
Click Detect Email Type.
Click Connect.
2. Manually Refresh Your Inbox
Go to the Emails tab.
Click the Refresh button to sync new emails.
3. Still Having Issues?
If the problem persists:
Contact the support team with:
Your name.
Your company.
Specific issue details.
A screenshot or video recording (if available).
🤔 Frequently Asked Questions
Q1: "Why are my emails getting disconnected?"
This typically happens due to security changes like password updates. Simply reauthorize your email to resume syncing.
⚠️ 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 > 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).
✅ 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🤩