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How can I troubleshoot email syncing issues in Wealthbox?

Wealthbox Support
Wealthbox Support
  • Updated

Email integration is crucial for seamless communication in Wealthbox. However, syncing issues may arise due to configuration problems, browser cache interference, or delays in email synchronization. This guide covers general troubleshooting steps and specific scenarios that might help resolve these issues.

Normal email delays can range from 1 to 15 minutes and may be caused by server sync handling, deleted email visibility settings, or background processes. Such delays are within expected operation, but anything exceeding this time frame may require further investigation.

General Troubleshooting Steps

If your emails are not syncing or updating in Wealthbox, follow these general steps:

  1. Reconnect Your Email

    - Log in to Wealthbox and navigate to your Settings > Email > Email Accounts. Disconnect your email account by selecting the three dots next to your email address and clicking ‘Disconnect.’

    - Use the Connect New Email button to reconnect your account.

    - Syncing may take up to 24 hours for larger inboxes, or even longer in some cases. Be patient and check later.

  2. Clear Your Browser Cache

    - For Chrome: Go to Settings > Privacy and security > Clear browsing data, and select Cached images and files.

    - Refresh Wealthbox and verify if emails appear.

  3. Validate Email Settings

    - Confirm that you’ve entered the correct email credentials (e.g., email address and password).

    - If using Microsoft Exchange or Office 365, connect using the appropriate option in the Wealthbox ‘Connect New Email’ setup.

    - For shared inbox setups, verify that the correct configuration (Shared vs. Individual) is selected for your use case.

  4. Wait for Synchronization Timeframes

    - Initial email synchronization can take 24-48 hours, especially for large backups or new connections. Check back later for updates, and allow synchronization to complete naturally.

Specific Scenarios and Resolutions

Certain scenarios may require more tailored solutions. Here are typical examples:

Invalid Email State

  • If Wealthbox shows your email as invalid, re-sync your email account by clicking the blue "Go to Settings" prompt in Wealthbox and re-establishing the connection.

Shared vs. Individual Emails

  • Shared inboxes might affect visibility and syncing behavior. Connect the inbox as an individual email for better control, then share it with your team. Resetting the email cache can also help restore missing correspondence.

Additional Tips

  • Check with your IT Admin: Ensure your email setup is fully compatible with Wealthbox. Certain restrictions or settings from your email host could block synchronization.

  • Clear Cache and Retest: Front-end issues like missing emails often resolve by clearing your browser cache and refreshing.

  • Contact Support: If none of these steps work, consider contacting Wealthbox support for further investigation.

  • Monitor Server Sync: Be aware that high server load or maintenance on the email provider’s server may cause temporary communication delays.

If your email is hosted through LPL, Redtail, or Smarsh, please contact support@wealthbox.com for additional assistance connecting.