When emails or meetings aren't appearing in Clarify, or sync appears frozen, the cause usually falls into one of a few patterns. This guide covers what to check yourself and what to tell support when you need help.

First things to check

Confirm your account is connected. Go to Settings → Account → Accounts and check that your Google or Microsoft account shows as connected. If it's disconnected, reconnect it.
One account per workspace. A Google or Microsoft account can only sync to one Clarify workspace at a time. If you're in multiple workspaces, each needs its own connected account.
Check for private calendar events. Clarify doesn't ingest private calendar events — this is by design. If specific meetings are missing, check whether they're marked as private in your calendar and change their visibility to Default or Public.

Sync appears frozen or stuck

Symptom: The sync indicator shows "Syncing" or "Importing" and hasn't moved in hours.

This is the most common sync issue. The background sync job can stall and won't restart on its own.

What to do: Contact support with your email address and workspace slug. The support team will restart the sync on your end. It typically resumes within the hour once restarted.

ℹ️ If you recently disconnected and reconnected your account, the old sync job can take a few hours to clear before the new one starts.

"Sync failed" message appears

Symptom: A "Sync failed" banner or status appears in Settings, but new emails and calendar events seem to be coming in fine.

This can be a stale status indicator left over from a previous failure — the sync may have already recovered. Check whether recent emails and meetings are appearing in Clarify.

If recent data is coming through: The status will clear on its own. No action needed.
If recent data is also missing: Contact support with your email address and workspace slug.

Missing historical emails or meetings

Symptom: Emails or meetings from more than a year ago aren't in Clarify.

By default, Clarify syncs the last 365 days of email and calendar history. To extend this:

Go to Settings → Email and meetings
Find Historical sync period and increase the number of days
Save — Clarify will begin syncing the extended range

ℹ️ Increasing the historical sync period triggers a new backfill. Large ranges can take a while to complete.

A meeting disappeared after editing it in Google Calendar

Symptom: A meeting exists on your Google Calendar but has vanished from Clarify after you edited it (changed the title, added a guest, or accepted an invite).

This is a known issue. When a Google Calendar event is edited, Google sends a delete signal followed by a recreate signal. Clarify processes the deletion but may not pick up the recreation.

What to do: Contact support with the meeting title and date. The team can manually restore the affected meeting record.

Can't connect email or calendar after switching workspaces

Symptom: You moved to a new workspace but can't connect your Google or Microsoft account — it shows as already in use or fails silently.

A Google or Microsoft account can only sync to one workspace at a time. To fix:

In your previous workspace, go to Settings → Account → Accounts
Disconnect the Google or Microsoft account
Return to your new workspace and reconnect

If you no longer have access to the previous workspace, contact support.

Can't connect email or calendar after deleting a workspace

Symptom: You deleted a workspace and now can't connect your email or calendar in a new workspace.

Deleting a workspace can leave orphaned authentication state that blocks reconnecting. Contact support — the team can clear it and get you reconnected.

"Access" section missing, or campaigns aren't sending

Symptom: The Access section under Settings → Email and meetings is missing. Or campaigns appear to send but replies aren't being detected.

This is caused by having multiple authentication methods linked to your account (e.g., connected with both Google and Microsoft at some point). Contact support — the fix requires clearing your authentication state. After it's cleared, log back in with your primary account.