1. Try disconnecting and reconnecting your email

Go to User Settings > Disconnect your email > Connect your email

If you have Outlook click HERE for assistance with enabling 2FA

If your connection status is “connection interrupted” kindly reach out to support.

2. Refresh your inbox

Go to Emails > Click on Refresh

3. Check to see if your issue still persists.

Most common issues with email are resolved simply by reconnecting and refreshing your inbox inside Vincere.

If the issue persists, reach out to us with the following details:

  1. Your name

  2. Your company

  3. Specific details of what the email issue is

  4. Screenshot or video recording wherever possible

"Why are my emails getting disconnected?"

This happens when there are security changes with your email account (e.g when the email client has made updates or you have made password changes). To keep your account safe and secure, your email sync may be disconnected.

When this happens, all you need to do to reauthorize your email.

⚠️ 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.

More Information on troubleshooting Outlook365 connection HERE

"My emails are not refreshing."

Vincere automatically refreshes your inbox once per day.

If you need to get the most up-to-date emails, use the refresh button to get Vincere to fetch your new emails.

“Why is 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:

  1. Email must be the primary email of the candidate or Contact

  2. Email must be sent/received after the candidate or Contact has been created in Vincere

  3. Email should be in the Inbox/Sent items of your connected email (not in sub folders)

  4. 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)

  5. 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.

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