Emails can only sync into 17hats if there is an active email connection and the email address has been saved within a contact profile prior to the message being received. If it appears your incoming emails are not syncing there please check the following.

First, verify the email address from the sender is added as a Contact. This is because the platform will only bring emails into 17hats that are related to a project that has a contact record with a matching email address.

Second, check the email address the message was sent to. If the message was sent to an email address not connecting within your Incoming Email settings, the message will not be brought into the platform. 

Finally, see when your incoming email account last synced. To do so, go to your Account Settings > Email Settings page. 

Within the Incoming Email section, you'll see a list of the various email accounts you've connected along with the date of when it was last synced.

Email syncing occurs in cycles which can take upwards of 30-45 minutes for new messages to appear in 17hats. 

Should you see a delay of an hour or more or a red X instead of a green checkmark as shown above, please reconnect your email. 

To do so, click the arrow icon at the end of your email account. This will open a drop-down menu that allows you to edit or delete the email account. Select the "edit" button.

A pop-up will appear where you should then click the "Connect" button and follow the prompts which will refresh the connection.

Any unread message should then be brought into the platform. New message will be brought in after each sync cycle.  

Once you've reconnected your Incoming Email, send a test email to make sure that your account is properly syncing. 

To do this, add a contact with an email address you use that is not associated with your 17hats account. Next, send an email from 17hats to this email address and reply to it. Give your 17hats account up to 30-45 minutes to sync the test email into your the platform. 

If you have the option to "show emails on dashboard" enabled, this will appear on the dashboard. Otherwise, check the project to ensure the email was brought in. 

If you still notice that incoming emails are not connected, please delete the current incoming email connection. 

To do so, click the arrow icon at the end of your email account as you did previously.  In the drop-down menu that allows you to edit or delete the email account, select the "delete" option.

Next, click the "Connect Account" button. 

You will then want to select your email provider and enter your login and password for your email account. This will create a new connection to your incoming email account and new emails will sync with each new email sync cycle. 

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Other questions? Reach out to our Business Support Team via Live Chat or Email Monday through Friday 7am-4pm PST. 


KeyWords: Email Syncing, Issues, Emailing, Incoming Email 

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