FAQ: Why Didn’t My Email Sync into Aro?

FAQ: Why Didn’t My Email Sync into Aro?

If an email communication hasn't appeared in Aro despite using the Outlook or Gmail sync function, it is usually due to a mismatch with the contact or a specific setting that needs adjusting in your profile. Follow this quick troubleshooting checklist to find and fix the issue.

Step 1: Check the Contact's Email Address

The Reason: The sync function relies entirely on matching the email address in Outlook or Gmail with an existing contact record in Aro. If the sender or recipient is not already in your Aro database, the system won't know where to save the email.

🔧 How to Fix:
  1. Open the missing email in Outlook or Gmail and copy the exact email address of the external contact.
  2. Search for this exact email address in Aro.
  3. If the contact does not exist, or if they are listed under a completely different email address, update or create the contact card in Aro.

Step 2: Verify Your Team Member Sync Settings

If the contact is correct but emails still aren't flowing through, your background connection settings might be disabled, disconnected, or misconfigured.

🔧 How to Fix:
  1. Navigate to Team Member Settings in Aro.
  2. Click on the Email Sync tab.
  3. Verify the following three crucial requirements:
    • Connection Status: Ensure the server you are using (Outlook or Gmail) is showing as Connected. If it says Disconnected or Expired, click to re-authenticate your account.
    • Sync Communications Box: Make sure the checkbox for "Sync Communications" is explicitly ticked. If this is unticked, your emails will not import.
    • Start From Date: Check the date set in this field. It must be set to a date in the past (prior to when the email was sent or received) for the system to fetch that communication.

📬 Still Not Showing Up? Contact Support

If you have completed the checks above, verified your settings are correct, and the email is still missing after 15 minutes, please reach out to our Support Team so we can investigate the sync logs for you.

To help us solve the issue as quickly as possible, please provide the following details when you submit your request:

  • Sender Details: Who the email was sent FROM (Name and email address).
  • Recipient Details: Who the email was sent TO (Name and email address).
  • Timestamp: The approximate date and time the email was sent.