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Why isn't my email connecting to Presence® CRM? Troubleshooting email sync issues

  • Apr 29, 2026
  • Knowledge

Title
Why isn't my email connecting to Presence® CRM? Troubleshooting email sync issues
URL Name
Why-isn-t-my-email-connecting-to-Presence-CRM-Troubleshooting-email-sync-issues
Answer

Why isn't my email connecting to Presence® CRM? Troubleshooting email sync issues

What to do when your email account won't connect to Presence® CRM, including steps for Google Workspace and Microsoft 365 accounts.

Overview

Presence® CRM supports email sync for Google (Gmail and Google Workspace) and Microsoft (Outlook and Microsoft 365) accounts. If you're having trouble connecting your email, this guide will help you identify why and what to do next.

Supported email types

The following account types are supported for email sync:

  • Gmail — personal @gmail.com accounts
  • Google Workspace — business email accounts powered by Google (e.g., you@yourcompany.com). Many real estate brokerages use Google Workspace behind a custom domain.
  • Microsoft Outlook — personal @outlook.com or @hotmail.com accounts
  • Microsoft 365 — business email accounts powered by Microsoft (e.g., you@yourcompany.com)

Note: If you are unsure whether your business email is powered by Google or Microsoft, contact your IT department or brokerage admin.

Common connection issues and fixes

Issue: "Connect email" button does nothing, or the page appears blocked

This usually means a browser pop-up blocker is preventing the Google or Microsoft authentication window from opening.

  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 Email Sync, then click Connect email.
  5. If nothing happens, look for a pop-up blocked notification in your browser's address bar and click Allow.
  6. If the issue persists, try again in an incognito or private browser window.

Issue: Google Workspace (corporate Gmail) account won't authenticate

If your email address ends in a custom domain (e.g., @compass.com, @yourteam.com) but is powered by Google Workspace, you can still connect it — but you must sign in using your Google account credentials, not just your email address.

  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 Email Sync, then click Connect email.
  5. When the Google sign-in window appears, enter your business email address and authenticate through Google as normal.
  6. Grant the requested permissions and click Allow.

Note: If your Google Workspace account has restrictions set by your brokerage's IT administrator — such as third-party app access being disabled — the connection may be blocked at the Google level, not by Luxury Presence. Contact your brokerage's IT team to allow the integration.

Issue: Import completes but no contacts appear

If the import completed but few or no contacts appeared:

  • Verify that your email account has contacts saved — open your email provider's contacts list and confirm entries exist.
  • Allow up to 30 minutes for larger contact lists to fully import.
  • Check your Contacts section in the Presence® Platform for new entries.

FAQs

Can I sync my Compass email to Presence® CRM?

Compass agents who use a @compass.com email address powered by Google Workspace can connect their email to Presence® CRM. When the authentication window appears, enter your @compass.com address and sign in through Google. If your brokerage has restricted third-party app access, contact your Compass IT support to enable the integration.

Does Presence® CRM sync ongoing emails or just import contacts once?

Presence® CRM email sync is a one-time import of your existing email contacts. After the initial import, new contacts or emails are not automatically synced. Additional sync options are planned for a future release.

What if my email provider is not Google or Microsoft?

Currently, only Google (Gmail and Google Workspace) and Microsoft (Outlook and Microsoft 365) accounts are supported for email sync. Other email providers, including Yahoo and iCloud, are not supported at this time.

My email still won't connect after following these steps — what should I do?

If you've followed the steps above and your email still won't connect, contact our support team and we can investigate your account directly.