Infinity3 Help Centre

Use these checks when an individual customer email is visible in Outlook or Gmail but missing from Infinity3.

Check the connection

1. Open Settings → My Profile → Email (2-way sync).
2. Confirm the connected address is the mailbox involved.
3. Follow any displayed connection or permission prompt. If Microsoft requires administrator approval, ask your IT provider.

Check the message

• Confirm the sender’s email matches an existing Infinity3 contact.
• Check whether the email predates the connection: previous email history is not imported.
• Emails involving team members who are also users in the same Infinity3 account do not sync.
• For Outlook, attachments larger than 3 MB can prevent syncing.
• Newsletters and workflow emails use a separate sending service; personal inbox sync is not the right test for these.

Run a simple test

Use an external address saved as a contact. Send an individual email from Infinity3 using your connected mailbox, then reply from the external account. Check both inboxes.

Still missing?

Contact Infinity3 with the mailbox address, contact, subject, approximate time and any error. Explain which direction failed and what you tested. Do not send passwords or verification codes.