Email Sync Failures

Email Sync Failures

Overview

The Email Sync feature in Dezrez CRM (Rezi) automatically links users’ email accounts (e.g., Outlook, Gmail) so that messages, appointments, and contacts sync seamlessly with Rezi.
If emails stop syncing or fail to appear in Rezi, the cause is usually related to connection status, authentication expiry, or local browser/cache issues.

This guide explains how to identify and resolve email sync failures before escalation.

Common Causes

  1. Authentication Token Expired – The user’s email account permissions have lapsed and need reauthorising.

  2. Account Password Change – Rezi can’t sync after a password update until reconnected.

  3. Browser Cache or Session Error – Cached credentials prevent the sync from reconnecting.

  4. Temporary Server Issue – Short-term Microsoft/Google sync outages.

Troubleshooting Flow

Step 1 – Check Sync Connection

  • Navigate to: Rezi → Settings → Email & Calendar Sync.

  • Check the connection status of the linked email account.

    • If status shows “Disconnected” or “Authorisation Failed”:

      • Click Reconnect Account and sign in again with your email credentials.

      • Approve any permission requests.

Step 2 – Verify Credentials

  • Confirm that the user can log in successfully to their email (e.g., Outlook 365, Gmail) outside Rezi.

  • If login fails externally, their account password or permissions are the cause.

    • Ask the user to update their credentials and then reconnect in Rezi.

Step 3 – Clear Cache & Retry

  • Clear browser cache and cookies to remove any expired credentials.

  • Log back into Rezi and recheck the sync connection.

  • Retry sending or syncing an email to confirm success.

Step 4 – Check for Known Outages

  • If multiple users are affected, check:

    • Microsoft 365 Service Status or Google Workspace Status Dashboard.

    • If an outage is confirmed, advise the customer to wait and retry later.


  • [How to Reconnect Your Email in Rezi] (internal link)

  • [Clearing Cache in Chrome/Edge] (internal link)

  • [Checking Microsoft/Google Service Status] (internal link)

🤖 AI Training Guidance

Trigger phrases:

  • “My emails aren’t syncing”

  • “Email sync stopped working”

  • “Rezi not pulling in my emails”

  • “Authorisation failed for my email account”

Response flow for AI:

  1. Check connection → “Can you check under Settings → Email & Calendar Sync to see if your account shows ‘Connected’ or ‘Disconnected’?”

  2. Reconnect if needed → “If it says disconnected, please click ‘Reconnect Account’ and sign in again.”

  3. Check credentials → “Has your email password changed recently? If so, update it in your email provider and reconnect in Rezi.”

  4. Cache/system check → “Let’s clear your browser cache and retry.”

  5. If still failing → “It may be a sync issue our technical team needs to review — I’ll escalate this.”

Tone for AI:

  • Calm, methodical, and slightly technical.

  • Offers reassurance (“Reconnecting usually fixes most sync issues within a few minutes”).

  • Confident in escalation when user-side steps are complete.

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