Staying in touch with your contacts and candidates is a crucial part of the recruiting industry, so it can be frustrating if you're experiencing issues with sending or syncing your email communications. Our team has put together some of our best troubleshooting tips to help you navigate the issues that we see most often.
The most common cause of email issues, such as emails failing to send or not appearing in your account, is a broken email sync. Below, we'll guide you through why this and other email problems might occur and how to troubleshoot them.
Checking Your Email Sync
When an email sync breaks, we typically send a notification to the user so they can take action and minimize the chances of further email failures while the sync is down. Sync issues can occur for various reasons, including password changes, email client updates, backend changes from your email provider, etc. In some cases, the email provider does not communicate to Loxo that the sync has been disabled. When this happens, unfortunately, you won't receive a notification. As a general practice, we recommend checking your email sync before launching any new Campaigns or Projects to ensure there are no interruptions. If you encounter email-sync errors like "Cannot send email without setting up a domain," ensure your domain has valid SPF and DMARC records. Missing or incorrect DNS records can block automated sends. Update your DNS settings at your domain’s host and resync your email in Loxo after propagation.
Delays in email synchronization may arise due to high inbox activity, larger data volumes being processed, or the speed and efficiency of your email provider's systems. These factors can contribute to slower sync times, particularly during periods of heavy usage.
Follow the steps below to check your email sync status:
For successful email synchronization, ensure two-way email sync is activated in your Loxo account. When checking your email sync status, verify that both of the "Sync" checkboxes are enabled in Settings > My Email. This configuration is essential, especially for logging Outreach Campaign replies, as it allows Loxo to access both the emails you send and receive from your regular email inbox.
Click on Settings.
Select My email, located toward the top.
If your email sync is active and available for sending emails in Loxo, you'll see a green checkmark:
If you notice a gray exclamation point here instead, this indicates that the system is running a historical sync. The email address should still be available for sending, and this should change to a green checkmark automatically in a day or so, depending on how much historical data is syncing.
Note: for Microsoft users, if you see a grey exclamation point, this indicates the email is in a "partial sync" state. You can still use the email for outbound sending, but any two-way sync functionality is being interrupted. Use the "Resync" button to refresh the sync.
If your sync is broken, you'll see a red exclamation icon instead of the green checkmark:
To resolve this, simply click the "Resync" button on the right and follow any prompts that follow (including entering your email address and password):
When sending a test email to verify the issue after resyncing, avoid sending to the same originating email. Instead, use a different email address or create a test profile in Loxo for accurate results.
If you are still experiencing issues with sending emails even after resyncing your email address, please reach out to our Support Team via our Live Chat.
Unable to Sync My Email Address
If you are experiencing errors when trying to sync or resync your email address, please check through the list of troubleshooting tips below:
1. Verify that you are selecting the appropriate email provider when trying to sync. For example, if you have selected Exchange or IMAP as your provider, but you have a Microsoft Office account, you may experience issues authenticating the sync.
Not sure who your provider is? You can verify your ESP by going to MXToolBox > selecting MX Lookup > adding your email domain > clicking MX Lookup.
You can also use the SPF Lookup option to confirm what provider(s) are listed in your domain's SPF Records. In Loxo, you will be redirected to authenticate your email sync based on the provider noted in this portion of your DNS Records. You may need to work with your IT department or email administrator to make sure these have been configured properly (i.e., if you use Google, "Outlook" should not be referenced in your SPF records).
2. Verify that your email and password are entered correctly. If you are using an auto-fill option, make sure there are no typos and that the saved credentials are up to date.
3. If you are syncing through IMAP, verify that your SMTP/IMAP values are correct with your provider.
4. If you are receiving one of the following error messages when trying to sync your Google email address, please contact support@loxo.co.
Error 400: redirect_uri_mismatch:
Error 403: access_denied:
Error 401: invalid_client:
Email Responses Not Syncing to Loxo
If you have enabled two-way syncing for your email address, replies from your contacts and candidates in Loxo should automatically be added to the Activity Streams on their profiles. While external syncing doesn't typically take long, depending on things like the network and the server, it can take a few hours for your provider to sync the message details with Loxo.
If you're noticing that messages are missing, and there's been plenty of time for these to have synced, check out the troubleshooting tips below:
If a recipient replies to an email address you own but haven't synced in Loxo, their response won't sync into the platform. You can sync multiple email accounts to ensure all replies are captured.
Go to Settings > My Email and make sure the Sync box in the center of the page has been checked. This allows two-way syncing with Loxo, which will enable your email responses to be logged in Loxo moving forward.
If the Sync box is checked (indicating that two-way sync is active), verify that the recipient's email address matches the one in their Loxo profile. Loxo will only sync communications if the email address exists in your database. If it doesn't, the email won't sync into Loxo, as there’s no profile to link it to. This applies to both regular email responses and replies to Outreach Campaigns.
For Outreach Campaign replies, if the recipient's email is in their Loxo profile but the Campaign hasn't been marked as "Replied," you can check things like the thread ID, reply-to address, and subject line of the original Outreach Email compared to the response. If these don't match, the system won't be able to link the email to the Campaign.
Sometimes a Candidate may forward an email you sent to another address and then reply from that address. For Outreach Campaigns, this will prevent the Campaign from being "Marked as Complete" for that person, even if the response syncs, as the system won’t recognize it as a response to your Campaign.
For one-off emails, the response won’t sync into Loxo at all if the email address isn’t already under the person's Loxo profile.
Troubleshooting Follow-Up Emails After Replies
Follow-up emails may still send if a reply isn’t properly detected. Issues can occur due to:
Email Sync Errors: Confirm that two-way sync is properly set up in the Settings > My Email section. If you see errors, use the Resync function.
Mismatched Reply Addresses: Replies from a different email address or alias (e.g., an address variation) might not be recognized as a response.
Threading Issues: In cases where an email thread ID isn’t preserved by some providers, replies cannot be matched to the original campaign.
Non-email Replies: Responses via phone, SMS, or calendar bookings are not tracked as email replies. For these prospects, pause the active sequence or campaign manually. After addressing these issues, pause or stop email sequences manually as needed for prospects who have replied via non-email methods. In cases of mismatched reply addresses, you can also manually search for the affected candidate under the campaign and mark them as "Complete" to prevent further automated emails even when replies are not tracked.
Threading Limitations: Emails outside the active conversation thread (e.g., due to the use of a new subject line or forwarding) may fail to sync correctly. Ensure campaign emails maintain consistent subject lines to prevent threading disruptions. In cases of unmatched threads, review replies manually and adjust sequences or mark them as "Complete" as necessary.
Outgoing Emails from My Inbox are Not Syncing with Loxo
If you are sending emails to your contacts and candidates from Gmail, Outlook, etc., directly, these will show up in Loxo as long as you have two-way syncing enabled. Similar to responses, the amount of time it takes for these communications to show up in your database can vary, but if you're not seeing your external communications show up at all, you can check out the troubleshooting tips below:
Verify your email is synced under Settings > My Email. You can sync multiple email accounts, but each will be synced independently. If one email sync is active, that does not guarantee that any additional syncs have not broken.
Go to Settings > My Email and ensure the Sync box in the center has been checked with a blue checkmark. This will enable outgoing emails from your regular inbox to sync with Loxo going forward.
Confirm that the recipient's email is listed in their Loxo profile. Loxo will only sync external communications if the email address can be matched with a profile in your database.
Note: Adding a person's email to their Loxo profile after you've already sent an email from your personal inbox will not retroactively sync any historical outgoing emails into Loxo. Only emails sent after the email address has been added to their profile will sync into Loxo. To ensure all of your necessary emails sync with your database, make sure to add the contact's or candidate's email address to their Loxo profile before sending emails from your inbox.
Test Email Not Including My Signature
When you use the Send test button for emails in Loxo, your email signature will not be included. Test emails are sent from noreply@loxo.co using test entries. This feature is designed to show you how the body of your text will appear. Your email signature is automatically added when you send an actual email through your regular email sync. For a clearer preview that includes your signature, create a test profile in Loxo with a different email address and send an email to it to see how it appears for recipients. It's also worth noting that the Send Test feature does not simulate email threading functionality. For accurate testing of how replies stay within a conversation thread, send a test campaign email to your own inbox and verify that responses are appearing as part of the same thread.
Improving Email Deliverability
Issues with email deliverability often arise due to spam filters or flagged domains. Follow the advice below to increase the likelihood of successfully landing in inboxes:
Gradual Volume Increases: Only increase email sending rates by a maximum of 10% per day.
Personalization: Minimize the risk of spam by tailoring your email messages to individual recipients.
Avoid Bulk Sending: Spread marketing emails over several days rather than sending them all at once.
Content Optimization: Avoid triggers like excessive capitalization or too many images that might flag spam filters.
Use External Tools: Check your email domain's reputation using platforms like Talos Intelligence.
Addressing Automation and Sync Limitations
Disconnected email accounts can block automations in Loxo, preventing scheduled emails and follow-ups from working properly. If your automations aren't running as expected:
Resync the affected account via Settings > My Email.
Troubleshoot any error messages that surface during the syncing attempt.
Check that the email address associated with your automation sequences has a proper connection status.