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.
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.
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.
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 Historical sync period setting (Settings → Email and meetings) 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 Historical sync period to the range you want (for example, 1095 days for 3 years) under Settings → Email and meetings.
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 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, open Connectors and click your Google or Microsoft tile - whichever you signed in with
Disconnect it
Return to your new workspace and reconnect on the same tile
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.
Microsoft 365 "Need admin approval"
See Connecting Microsoft 365 - admin consent troubleshooting for the full guide on this specific issue.