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Email Sync Troubleshooting

Having trouble with email integration or sync? This guide covers the most common issues and their solutions.

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Common Issues

Possible causes:
  • Initial sync still in progress
  • No vendor emails in the scanned period
  • Email integration not properly connected
  • Vendor emails in spam/junk folder
Solutions:
  1. Wait 5-10 minutes - Initial sync can take time for large inboxes
  2. Check email history - Porcia scans last 6 months; ensure you have vendor emails in this period
  3. Verify connection - Go to Settings → Integrations → Email and check status
  4. Check spam folder - Vendor emails in spam won’t be processed
  5. Manual test - Forward a vendor email to your Porcia address to test processing
Possible causes:
  • OAuth token expired
  • Email provider revoked permissions
  • Account password changed
  • Email provider API issues
Solutions:
  1. Reconnect integration - Go to Settings → Integrations → Email → Reconnect
  2. Check permissions - Verify Porcia still has access in your email provider
  3. Re-authenticate - Complete OAuth flow again
  4. Check account status - Ensure your email account is active and accessible
  5. Contact support - If issue persists after reconnection
Possible causes:
  • Browser blocking pop-ups
  • Google Workspace admin restrictions
  • Incorrect Google account
  • “This app isn’t verified” warning
Solutions:
  1. Enable pop-ups - Allow pop-ups for app.porcia.org
  2. Try incognito mode - Disable browser extensions that might interfere
  3. Use correct account - Sign in with the Google account you want to connect
  4. Handle verification warning - Click “Advanced → Go to Porcia (unsafe)”
  5. Check admin settings - Ask IT admin to whitelist Porcia in Google Workspace
Possible causes:
  • Microsoft 365 admin restrictions
  • Incorrect Microsoft account
  • Browser compatibility issues
  • Two-factor authentication issues
Solutions:
  1. Use correct account - Sign in with your Outlook/Microsoft 365 account
  2. Check admin restrictions - Verify third-party apps are allowed
  3. Try different browser - Use Chrome or Edge for best compatibility
  4. Complete 2FA - Ensure two-factor authentication is completed
  5. Clear cookies - Clear cookies for login.microsoftonline.com
Possible causes:
  • Forwarding rules not set up correctly
  • Wrong Porcia forwarding address
  • Email provider blocking forwarding
  • Forwarding rules disabled
Solutions:
  1. Verify forwarding address - Check your unique address in Settings → Integrations → Email
  2. Test forwarding rules - Send a test email to verify rules are working
  3. Check rule status - Ensure forwarding rules are active in your email provider
  4. Manual forward test - Manually forward a vendor email to test processing
  5. Review rule criteria - Ensure forwarding rules match vendor emails

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Gmail-Specific Issues

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OAuth Connection Problems

Error: “This app isn’t verified” 
Solution:
1. Click "Advanced" in the warning dialog
2. Click "Go to Porcia (unsafe)"
3. This is a standard Google warning for newer apps
4. Porcia is safe and only requests read-only access
Error: “Access blocked” 
Solution:
1. Check if your Google Workspace admin has restricted third-party apps
2. Ask admin to whitelist Porcia in Admin Console
3. Go to Admin Console → Security → API Controls → Manage Third-Party App Access
4. Add Porcia as a trusted application
Error: “Invalid scope” 
Solution:
1. Clear browser cookies for accounts.google.com
2. Sign out of all Google accounts
3. Try the connection process again
4. Use incognito mode if the issue persists

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Gmail Sync Issues

Emails not being processed:
  1. Check if emails are from known vendor domains
  2. Verify emails aren’t in spam folder
  3. Ensure emails contain vendor-related content (invoices, renewals)
  4. Check if Gmail labels are interfering with processing
Partial email discovery:
  1. Gmail API rate limits may cause delays
  2. Large inboxes take longer to process
  3. Wait 24 hours for complete sync
  4. Check sync status in Settings → Integrations → Email

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Gmail Admin Configuration

For Google Workspace administrators:
  1. Go to Google Admin Console → Security → API Controls
  2. Click Manage Third-Party App Access
  3. Click Add app → OAuth App Name or Client ID
  4. Search for “Porcia” and click Select
  5. Select Trusted and click Configure
  6. Choose organizational units that can access Porcia
  7. Click Finish
Alternative method:
  1. Go to Security → Less secure app access
  2. Enable Allow users to manage their access to less secure apps
  3. Users can then grant access to Porcia

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Outlook-Specific Issues

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OAuth Connection Problems

Error: “AADSTS50020: User account does not exist” 
Solution:
1. Ensure you're signing in to the correct tenant
2. Use your work/school account, not personal Microsoft account
3. Check the tenant ID in the URL
4. Contact your IT admin if you're unsure about the correct account
Error: “Admin consent required” 
Solution:
1. Your organization requires admin approval for new apps
2. Contact your Microsoft 365 administrator
3. Admin needs to pre-approve Porcia in Azure AD
4. Alternatively, admin can grant consent during your connection attempt
Error: “Conditional access policy blocked” 
Solution:
1. Your organization has conditional access policies
2. Contact your IT administrator
3. Admin may need to create an exception for Porcia
4. Or connect from a compliant device/location

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Outlook Sync Issues

Microsoft Graph API limits:
  • Outlook has stricter API rate limits than Gmail
  • Sync may take longer for large mailboxes
  • Retry automatically after rate limit resets
  • Consider connecting during off-peak hours
Exchange Online vs Outlook.com:
  • Both are supported but have different capabilities
  • Exchange Online (Microsoft 365) provides richer data
  • Outlook.com has more limited API access
  • Some features may not be available on Outlook.com

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Microsoft 365 Admin Configuration

For Microsoft 365 administrators:
  1. Go to Azure Portal → Azure Active Directory → Enterprise applications
  2. Click New application → Create your own application
  3. Enter “Porcia” as the application name
  4. Select Integrate any other application you don’t find in the gallery
  5. Click Create
  6. Go to Properties and configure as needed
  7. Go to Users and groups to assign users
  8. Go to Permissions and grant admin consent for required permissions
Required permissions:
  • Mail.Read (Read user mail)
  • User.Read (Sign in and read user profile)
  • offline_access (Maintain access to data)

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Email Forwarding Issues

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Forwarding Rules Not Working

Gmail forwarding issues:
  1. Check filter criteria - Ensure filters match vendor emails
  2. Verify forwarding address - Must be exact Porcia address
  3. Test with manual forward - Forward an email manually to test
  4. Check forwarding verification - Gmail may require verification
Outlook forwarding issues:
  1. Check rule conditions - Verify rule criteria are correct
  2. Rule order matters - Ensure Porcia rule has correct priority
  3. Test rule - Use Outlook’s rule testing feature
  4. Check rule status - Ensure rule is enabled and active

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Common Forwarding Mistakes

Wrong forwarding address: 
❌ Wrong: support@porcia.org
❌ Wrong: workspace@porcia.org
✅ Correct: username.workspace-slug@inbox.porcia.org
Each user has their own unique forwarding address — find yours in Settings → Email Forwarding. Incorrect filter criteria: 
❌ Too broad: Subject contains "email"
❌ Too narrow: From exactly "billing@salesforce.com"
✅ Good: From contains "@salesforce.com"
✅ Good: Subject contains "invoice" OR "renewal"
Missing rule activation:
  • Rules created but not activated
  • Rules disabled due to errors
  • Rules overridden by other rules
  • Rules not applied to existing emails

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Sync Status Monitoring

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Check Sync Status

  1. Go to Settings → Integrations → Email
  2. View connection status for each integration
  3. Check last sync time and status
  4. Look for error messages or warnings

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Sync Status Indicators

Connected ✅
  • Integration is working properly
  • Recent sync completed successfully
  • New emails being processed
Syncing 🔄
  • Sync currently in progress
  • Normal for initial setup or large inboxes
  • Wait for completion
Error ❌
  • Sync failed due to an issue
  • Click for error details
  • May need to reconnect
Disconnected ⚠️
  • Integration was disconnected
  • OAuth token may have expired
  • Need to reconnect

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Manual Sync

Force a manual sync if needed:
  1. Go to Settings → Integrations → Email
  2. Click Sync Now next to your integration
  3. Wait for sync to complete
  4. Check for any error messages
Manual sync should only be used occasionally. Frequent manual syncs may hit API rate limits.

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Performance Optimization

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Large Mailbox Optimization

For mailboxes with 100,000+ emails:
  1. Initial sync may take 2-4 hours
  2. Consider connecting during off-peak hours
  3. Ensure stable internet connection
  4. Don’t interrupt the initial sync process
Reduce sync load:
  1. Archive old emails before connecting
  2. Clean up spam folder
  3. Organize emails with labels/folders
  4. Consider using email forwarding for new emails only

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API Rate Limits

Gmail rate limits:
  • 1 billion quota units per day
  • 250 quota units per user per 100 seconds
  • Porcia automatically handles rate limiting
Outlook rate limits:
  • 10,000 requests per 10 minutes per app per mailbox
  • Porcia implements exponential backoff
  • Sync may slow down during peak usage

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Data Quality Issues

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Vendor Not Recognized

If a vendor isn’t automatically recognized:
  1. Check if email is from a known vendor domain
  2. Manually add vendor in Porcia dashboard
  3. Update vendor aliases for future recognition
  4. Report unknown vendors to support for database updates

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Incorrect Data Extraction

If pricing or dates are extracted incorrectly:
  1. Manually correct the information in vendor profile
  2. Upload the original invoice/contract for reference
  3. Report extraction errors to support for AI improvement
  4. Consider using structured email templates with vendors

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Duplicate Vendors

If the same vendor appears multiple times:
  1. Use vendor merge feature in dashboard
  2. Check for different email domains from same vendor
  3. Update vendor aliases to prevent future duplicates
  4. Consolidate historical data during merge

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Getting Help

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Self-Service Options

  1. Check sync status - Settings → Integrations → Email
  2. Review error messages - Click on error indicators for details
  3. Try reconnection - Disconnect and reconnect integration
  4. Manual sync - Force a sync to test connectivity

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Contact Support

When to contact support:
  • Error persists after reconnection
  • Sync has been stuck for over 24 hours
  • Data extraction is consistently incorrect
  • Integration worked before but suddenly stopped
Information to include:
  • Email provider (Gmail, Outlook, etc.)
  • Error messages or screenshots
  • When the issue started
  • Steps you’ve already tried
  • Your Porcia workspace ID

Contact Support

Email: support@porcia.org

Live Chat

Use the chat widget in bottom-right corner

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Prevention Tips

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Best Practices

  1. Regular monitoring - Check sync status weekly
  2. Keep credentials updated - Update passwords in Porcia when changed
  3. Monitor vendor emails - Ensure important emails aren’t going to spam
  4. Backup important data - Export vendor data periodically
  5. Stay informed - Subscribe to Porcia status updates

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Maintenance Schedule

Monthly:
  • Review sync status for all integrations
  • Check for new vendor discoveries
  • Verify data accuracy for key vendors
Quarterly:
  • Audit email forwarding rules
  • Review and update vendor aliases
  • Clean up duplicate or incorrect vendor entries
Annually:
  • Review and renew OAuth connections
  • Audit email integration permissions
  • Update forwarding rules for new vendor domains