Sometimes your mailbox can get disconnected and there might be different reasons for that. More often than not, all you need to do to resolve the issue is re-sync your mailbox.

Re-syncing your mailbox

Follow these steps to re-sync your disconnected mailbox:

1. Go to Settings > My account > Profile

2. Click Activate next to Recruitee email

3. Fill in the box and click Use this email

4. Click Activate next to your chosen email provider

5. Follow the syncing process again

If you are unable to re-sync your mailbox (e.g. you’re getting an error message), check out the troubleshooting tips below.

Connection issues with Gmail

  • Your Google account might have been updated, e.g. you changed your Google password. When trying to re-sync, make sure that you’re using the right credentials – check if you can log into your Google account with the same credentials.

  • Your Google account settings regarding Third-party apps might have changed. Check if Recruitee is allowed access to your Google account with this Google support article.

Connection issues with Outlook

  • Your email provider credentials might have been updated. When trying to re-sync, make sure that you’re using the right credentials (username / password / IMAP / SMTP).

Note: Recruitee does not support POP3 connections.

  • Make sure you’re ticking both SSL connection boxes when trying to connect:

  • Do you use 2FA (two-factor authentication) for your mailbox? If so, you will have to create a special password – follow these instructions from Microsoft support.

Note: if you didn’t use 2FA previously but it was recently enabled for your email account, it might cause your mailbox to disconnect from Recruitee.

  • Your email server configuration might be causing connection issues. Get in touch with your IT department and make sure your email server uses StartTLS / TLS / SSL or no security protocol.

  • What version of Outlook do you use? Recruitee can only fully support Office 365 and Outlook Live. If your Outlook servers are not cloud-based (e.g. Exchange On-Premises), you might not be able to sync them with Recruitee.

If you’re still having trouble re-connecting your mailbox or have additional questions, please contact us at support@recruitee.com

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