Reconnect your email account and stop it from disconnecting again.
Before you start
- The email address you sync must match the one you use to log in to Pipeline CRM. Email aliases aren't supported.
- Some fixes require your Google Workspace or Microsoft 365 administrator.
Signs your email is disconnected
- New emails stop logging as activities on your people and deals.
- You're asked to sign in again when you open Tools > Email.
- You keep receiving the message "Please re-authorize your email sync with Pipeline by clicking here."
- Sync drops during the day, looks like it has recovered the next morning, then drops again.
Step 1: Reconnect your email
Most disconnections are a routine re-authorization by your email provider. Reconnecting takes about a minute and doesn't delete emails already logged on your people and deals.
- Go to Tools > Email.
- On the My Inbox tab, disconnect your current email account.
- Click Sync my email.
- Select Google (Gmail) or Microsoft Exchange.
- Log in to your email account and approve the connection.
If your email stays connected, you're done. If it disconnects again within a few days, keep reading.
If Google Workspace keeps disconnecting you
If reconnecting works but your email drops again within a day or two, your Google Workspace is almost certainly enforcing a reauthentication policy.
When that timer expires, Google stops honoring Pipeline CRM's connection until the user signs in again. Your authorization is still valid, but Google won't accept it until someone reauthenticates.
Extending your web session length doesn't fix this. That setting controls how long browser sessions last. The setting that resolves these disconnections is Google Cloud session control, which sits on a separate page in the Admin console.
Your Google Workspace administrator needs to make two changes. Both are required. Doing one without the other has no effect, which is the most common reason this fix appears not to work.
Ask your admin to
Why it helps
Admin guide
Mark Pipeline CRM as a trusted app in API controls
Makes Pipeline CRM eligible for the exemption in the next row
Control which apps access Google Workspace data
Exempt trusted apps from reauthentication in Google Cloud session control
Stops the reauthentication timer from cutting off your email sync
Set session length for Google Cloud services
Admin step 1: Mark Pipeline CRM as trusted
- In the Google Admin console, go to Security > Access and data control > API controls.
- Open App access control.
- Add Pipeline CRM as a configured app.
- Set its access level to Trusted.
Depending on your console version, the link into app access control reads either "Manage App Access" or "Manage Third-Party App Access", and the button to add an app reads either "Configure new app" or "Add app". The Accessed apps view lists the apps your users have already authorized, so Pipeline CRM appears there. Searching that list is more reliable than searching by name.
Admin step 2: Exempt trusted apps from reauthentication
- Go to Security > Access and data control > Google Cloud session control.
- Tick Exempt trusted apps.
Google's guide covers this behavior in its "Recover from reauth related error" section. Google describes this setting as covering Google Cloud services, so it may not look related to Gmail at first glance, but it's the setting we consistently see resolve these disconnections.
To test before rolling this out, apply both settings to a single organizational unit with a couple of users first.
If Microsoft 365 keeps disconnecting you
Microsoft 365 disconnections usually trace back to restricted app consent, a Conditional Access policy forcing re-authentication, or a recent password or multi-factor authentication change.
If you see the message "Pipeline CRM needs permission to access resources in your organization," or your organization restricts app consent, follow Fix the "Need Admin Approval" Error in Outlook for the admin consent options. To check what Pipeline CRM has already been granted, your admin can review permissions granted to enterprise applications. For background on how consent works, see Microsoft's overview of user and admin consent.
If your organization switched email providers
Moving between Google Workspace and Microsoft 365 breaks your sync because it's still authorized with your old provider. You don't need a new account or a support ticket. Follow Step 1: Reconnect your email above and select your new provider.
If your email address changed during the migration, update your Pipeline CRM login email first. The address you sync must match the address you log in with. See Change Your Login Email Address.
Still disconnecting?
Email support with these details so we can investigate:
- Your email provider (Gmail, Office 365, or Outlook.com)
- When it last disconnected
- A screenshot of any error message
- Whether your IT team recently changed security or app-consent settings
Need help? Contact support at customercare@pipelinecrm.com.