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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.
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 aren’t my emails refreshing?"
Vincere auto-refreshes once per day. Click Refresh manually for the latest emails.
Q3: “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 orthe 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)
Emails automatically refresh once every 24 hours since the last time the refresh button was used, so if the email is not yet synced, it might not have refreshed yet.
Q4: "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 register 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.
Q5: "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.
Q6: "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.
Q7: How do I see the latest emails in my Outlook/Gmail in Vincere?
Emails automatically refresh once every 24 hours since the last time the refresh button was used, so if the email is not yet synced, it might not have refreshed yet. You can click on the refresh button in the email tab to sync the latest emails to your connected email address.
Q8: 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
Q9: 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.
Q10: I just sent an email. Why don’t I see it in candidate/contact activities?
Emails are synced once every 24 hours, so the emails will not appear immediately; it will automatically appear after the next refresh.
You can also click on the refresh button to request a refresh from a queue.
Q11: 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:
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.
Happy Recruitment #TheVinnyWay🤩