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Why is my CRM dashboard stuck scanning or syncing contacts?

  • Jun 25, 2026
  • Knowledge

Title
Why is my CRM dashboard stuck scanning or syncing contacts?
URL Name
Why-is-my-AI-CRM-dashboard-stuck-scanning-or-syncing-contacts
Answer

Why is my CRM dashboard stuck scanning or syncing contacts?

What to do when your AI CRM dashboard won't stop cycling through "finding contacts," "scanning email threads," or "syncing accounts."

Important: This feature is only available on desktop. It is not accessible through the Luxury Presence Mobile App.

Overview

If your AI CRM dashboard has been cycling through messages like "finding contacts," "scanning email threads," or "syncing account" without completing, the most likely cause is a connected email account that is not supported by AI CRM. Disconnecting the unsupported account will stop the loop immediately — no contacts will have been imported during this time.

Supported email providers

AI CRM supports the following account types for email sync:

Yahoo Mail, iCloud, AOL, and all other providers are not supported.

How to fix a stuck AI CRM dashboard

Step 1 — Disconnect the unsupported email account

Disconnecting the unsupported account will stop the sync loop immediately.

  1. Navigate to the Presence® Platform.
  2. Click your name or initials in the bottom left-hand corner of the screen.
  3. Select Settings from the menu.
  4. Click Connected Accounts.
  5. Locate the Email & Calendar section and find the connected account.
  6. Click Disconnect and confirm when prompted.

Step 2 — Connect a supported account (optional)

If you have a Google or Microsoft email account, you can connect it to import your contacts. For full instructions, see How to connect your email to AI CRM.

  1. Navigate to the Presence® Platform.
  2. Click your name or initials in the bottom left-hand corner of the screen.
  3. Select Settings from the menu.
  4. Click Connected Accounts.
  5. Locate the Email & Calendar section and click Add account.
  6. Select Google or Microsoft and complete the authorization steps.

Tip: If you only have an unsupported email provider, you can still add contacts manually or import them via CSV. See How to add contacts to AI CRM and How to import contacts and saved searches using the CSV import tool for instructions.

FAQs

Why is my AI CRM dashboard stuck in a loop?

A dashboard stuck cycling through "finding contacts," "scanning email threads," or "syncing account" almost always means an unsupported email provider was connected. AI CRM only supports Google and Microsoft accounts — connecting Yahoo Mail, iCloud, AOL, or any other provider causes the sync to attempt a process it cannot complete, resulting in a continuous loop. Disconnecting the unsupported account will stop it immediately.

Will disconnecting the email account delete my contacts?

Disconnecting your email account will not delete contacts that were already successfully imported into AI CRM. However, if the dashboard was stuck in a loop due to an unsupported provider, it is unlikely any contacts were imported during that session.

My dashboard is still stuck after disconnecting — what should I do?

If the loop continues after disconnecting the unsupported account, contact our support team for help.

Can I use AI CRM if I only have a Yahoo or iCloud email?

Yes — you can use AI CRM without connecting an email account. You can add contacts manually or import them via CSV instead of syncing from your email history. See How to add contacts to AI CRM and How to import contacts and saved searches using the CSV import tool for instructions. If you need help, contact our support team.