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Freshsales Email Not Syncing

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Ongoing Web Updated November 13, 2026Based on 3 user reportsHow we research

Quick answer

Freshsales only syncs emails for addresses that already exist as a contact or lead, and the first sync can take about 30 minutes. Reconnecting the mailbox and checking IMAP/SMTP settings fixes most cases.

Most likely fix: Create the contact first

How to fix it

Try these in order — the most common fix is first.

  1. 1. Create the contact first

    1. Open Contacts or Leads and add the email address
    2. Send a test email and wait a few minutes
    Did this fix it?

  2. 2. Reconnect the mailbox

    1. Go to Settings > Personal Settings > Email Sync (or Email Integration)
    2. Disconnect the mailbox and connect it again
    3. Choose two-way sync if you want sent and received mail
    Did this fix it?

  3. 3. Check IMAP/SMTP

    1. Enable IMAP in Gmail or Outlook
    2. Use IMAP port 993 with SSL and SMTP port 587 with TLS
    3. Ask IT to allow Freshworks IP addresses if mail is filtered
    Did this fix it?

Symptoms

Emails sent or received in your inbox do not appear on the contact timeline.

Why it happens

  • No contact or lead exists for the sender or recipient address
  • Sync only just set up (first sync takes up to ~30 minutes)
  • IMAP disabled or wrong ports on the mailbox
  • IT policy blocks Freshworks IP addresses
  • Expired mailbox authorization

This guide also covers

  • freshsales email sync not working
  • freshsales email not syncing
  • freshsales emails not showing

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