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. Open Connectors from the left sidebar and check that your Google or Microsoft tile - whichever you signed in with - shows as connected. If it's disconnected, click the tile to reconnect - unless your email address recently changed, in which case see Can't reconnect after your email address changed. The badge only reflects the connection as a whole, so also check the individual permission rows beneath your address - see Rep says to reconnect your email, but your account shows as connected.
Connect in each workspace. Joining a workspace does not connect your account there automatically. If you're in more than one workspace, connect your account inside each one you want it to sync into.
Check for private calendar events. Calendar events marked Private aren't synced by default. Turn on Capture private meetings under Settings → Workspace → Email and meetings to include them, or change an individual event's visibility to Default or Public. Turning the setting on applies as events sync rather than retroactively: upcoming meetings start coming through, but ones that were already skipped in the past stay out. See Email and Meetings for the full behavior.
Check which calendar the events are on. Clarify reads calendars you own on the connected account, so events on a second calendar of your own sync normally. Calendars owned by someone else and shared with you are skipped, including ones a third-party sync tool subscribes you to. In Google Calendar, calendars under My calendars are yours; those under Other calendars are not. Existing history is pulled from your main calendar only, so events on a second calendar sync from the point you connect onward but may not be backfilled.
A specific email isn't appearing (automated or bulk mail)
Clarify is built to capture real person-to-person email, so it intentionally skips automated and bulk messages. The following are not synced, by design:
No-reply and automated senders (addresses like noreply@ or no-reply@)
Newsletters, marketing, and bulk notifications (anything with an unsubscribe link)
Receipts, invoices, and system notifications
Calendar invites and auto-reply / out-of-office messages
This keeps your CRM focused on genuine conversations rather than machine-generated mail, and it isn't a setting that can be turned off.
LinkedIn notifications: LinkedIn's email alerts (for example "… just messaged you" from [email protected]) fall into this category and aren't synced, and they don't contain the actual message anyway. To bring your LinkedIn conversations into Clarify, use the Kondo integration, which syncs your LinkedIn DMs onto the matching contact.
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.
Rep says to reconnect your email, but your account shows as connected
Symptom: Rep returns a "reconnect your email" prompt when asked to draft or send an email, even though your Google or Microsoft account shows as connected. Reconnecting makes no difference.
Connecting an account and granting permission to send are separate things. Google and Microsoft list each permission individually on their consent screen, so an account can connect successfully with read access while send is left unapproved. Clarify can then sync your mail and calendar but cannot draft or send on your behalf.
To check which permissions are missing:
Open Connectors from the left sidebar and open your Google or Microsoft tile under Personal.
Check the permission rows beneath your address: Email read, Email send, Calendar read, Calendar write. Any row reading Not connected hasn't been granted.
Click Update access and run through the flow again, leaving all permissions checked on the provider's consent screen.
The row changes to Connected once the permission is granted.
ℹ️ The badge next to your address reads Connected whenever any part of the connection is working, so check the individual rows rather than the badge. Calendar write is worth granting at the same time - without it Clarify can read your calendar but not create or update events.
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. The Sync history setting (Settings → Workspace → Email and meetings → Advanced) controls how far back future connections reach - but changing it does not retroactively pull in older history on its own.
To bring in older history:
Set Sync history to the number of days you want (for example, 1095 for 3 years) under Settings → Workspace → Email and meetings → Advanced.
Open Connectors from the left sidebar, click your Google or Microsoft tile - whichever you signed in with - disconnect it, then reconnect. Reconnecting is what triggers the backfill.
A few notes: the backfill re-processes the entire window (including the most recent 365 days), but your existing records and labels are preserved - the sync updates them in place rather than duplicating. Your email filtering (block) rules are also respected, so blocked addresses won't create records.
ℹ️ Large ranges can take a while to complete. If you want to pull in a specific older date range without re-syncing your recent history, contact support - we can run a targeted backfill for just that window.
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 joined another workspace and your email or calendar isn't syncing there.
Joining a workspace does not connect your account there automatically. Open Connectors in that workspace and connect your Google or Microsoft tile.
If the tile already shows as connected but nothing is syncing in that workspace, contact support. Do not disconnect in your other workspace - that will not resolve it.
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.
Can't reconnect after your email address changed
Symptom: Your work email address changed - a domain move or a rebrand - and your email and calendar stopped syncing. Connectors still lists your old address, and clicking Reconnect fails every time.
Reconnect repairs the specific account shown on the card, so it asks your provider for the old address. That address no longer exists, so the attempt is rejected. Trying again won't help.
Disconnect the old address first, then connect fresh:
Open Connectors from the left sidebar and open your Google or Microsoft tile under Personal.
Find your old address and click the Disconnected button beside it.
Choose Disconnect account and confirm.
Click Connect and sign in with your current address, leaving every permission checked on the provider's consent screen.
ℹ️ Your existing emails, meetings and records are preserved. Disconnecting removes the connection, not your data.
"Access" section missing, or campaigns aren't sending
Symptom: The Access section under Settings → Workspace → Email and meetings is missing. Or campaigns appear to send but replies aren't being detected.
The Access section is only visible to workspace admins - if you are a Member you will not see it, so check your role first. Otherwise 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.
Microsoft 365 "Need admin approval"
See Connecting Microsoft 365 - admin consent troubleshooting for the full guide on this specific issue.