My email is not syncing
Why new emails are slow to appear or a mailbox will not connect, from Gmail app passwords to Outlook setup, and when to ask an admin.
Who can use this
OwnerCompany adminHRDepartment managerMemberRequirements
- Mailbox connected
Dromix checks connected mailboxes for new email about every 2 minutes. When the mail server reports errors, it waits longer between tries, up to 30 minutes, and goes back to normal once the mailbox answers again.
New email arrives late
- Wait a few minutes: new email can take up to 2 minutes to show in Inbox.
- If it stays behind for longer, the mailbox may be failing. Open Integrations → Email and check its status.
The mailbox will not connect
Could not connect mailbox usually means the login was refused.
| Mailbox | What to check |
|---|---|
| Gmail | Use a 16-character Gmail App password, not your normal Google password. Two-step verification must be on for that Google account. In Google Workspace, an admin may have to allow app passwords first. Select Gmail app password for Google's steps |
| Outlook | Outlook needs a Microsoft app from an admin. If the Microsoft page fails, ask your Company admin |
| Other | Copy the server addresses, ports and security type exactly from your mail provider. Username is often the full email address |
Messages you might see
| Message | What to do |
|---|---|
| Email is off. An owner or admin turns it on in Integrations, then you connect your own company mailbox here. | Ask your Owner or Company admin to turn email on |
| This inbox still uses the Gmail API, so Google can stop it with a quota limit. Disconnect it and connect again with an app password. | Select Disconnect, then Connect Gmail again with an app password |
Older emails are missing
Dromix only imports the email history window chosen when the mailbox was connected, for example the last 30 days, or no old emails at all. Older mail stays with your mail provider. To see more, open Integrations → Email and choose a longer window under Email history; the extra days are imported once in the background. While it runs, the card shows how many emails were checked.
Changed your password?
If you changed the mailbox password or revoked the app password, Dromix can no longer sign in. Disconnect the mailbox and connect it again. See Connect your mailbox.
Company admin Team inboxes, such as sales@, are set up by a Company admin. If a team inbox stops syncing, the admin reconnects it in Integrations.
Company admin To see whether an email Dromix sent was accepted, failed or bounced, check the email log.