Salesforce Einstein Activity Capture Not Syncing

How to fix it

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

1. 1. Match the user email

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   1. Open the user record in Setup > Users
   2. Make the Email field equal the connected mailbox address
   3. Reconnect the account in Settings > Einstein Activity Capture
   Did this fix it? Yes No

2. 2. Check the configuration

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   1. Setup > Einstein Activity Capture > Configurations
   2. Confirm the config is Active and the user's profile or permission set is assigned
   3. Remove the user from any sandbox configuration
   Did this fix it? Yes No

3. 3. Review event and email settings

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   1. Enable Relate Synced Events to Salesforce Records if events land in Unresolved Items
   2. Enable Remove Deleted Events if deletions should mirror
   3. Remember custom fields, attachments and formatted descriptions do not sync
   Did this fix it? Yes No

4. 4. Wait and re-check

   1. Event sync can take a day or more after a change
   Did this fix it? Yes No

Symptoms

Emails or events from Outlook or Gmail don't appear on Salesforce records.

Why it happens

• Salesforce user email differs from the connected mailbox
• Configuration inactive or not assigned to the user
• User still in a sandbox configuration
• Event sync limits (up to 50,000 events per user) and delays
• Mixed Outlook and Gmail setup

This guide also covers

• einstein activity capture not syncing
• salesforce outlook sync not working
• salesforce gmail integration not working

The same problem in other apps

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