Why won't my email connect to my CRM?

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

Important: Connecting and managing email sync must be done from the desktop version of the Presence® Platform. While you can access your contacts on the Luxury Presence Mobile App, connecting an email account is not available through the app.

Overview

AI 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 covers the most common causes and how to resolve them.

Supported email types

AI CRM supports the following account types 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.

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Common connection issues and fixes

Issue: "Add account" button does nothing, or the page appears blocked

A button that does nothing 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 Connected Accounts.
5. Locate the Email & Calendar section and click Add account.
6. If nothing happens, look for a pop-up blocked notification in your browser's address bar and click Allow.
7. 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 Connected Accounts.
5. Locate the Email & Calendar section and click Add account.
6. When the Google sign-in window appears, enter your business email address and authenticate through Google as normal.
7. 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 appear in AI CRM, check the following:

• Verify your contacts exist — open your email provider's contacts list and confirm entries are saved there.
• Allow time for the import — smaller lists take 15–30 minutes; larger lists can take a few hours. Contacts appear as they're processed — you don't need to wait for the full import to finish.
• Check the Contacts section — navigate to Contacts in the Presence® Platform to see if new entries have appeared.

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FAQs

Can I sync my Compass email to AI CRM?

Compass agents can connect their @compass.com email to AI CRM. Because Compass uses Google Workspace, when the authentication window appears, enter your @compass.com address and sign in through Google as normal. If your brokerage has restricted third-party app access, contact your Compass IT support to enable the integration.

Does AI CRM continuously sync my contacts, or is it a one-time import?

AI CRM syncs your contacts on an ongoing basis — contacts are added to AI CRM automatically as new ones appear in your inbox. The initial import may take 15 minutes to a few hours depending on the size of your contact list. You can update your sync preferences at any time from Settings > Connected Accounts. See How to change your email sync and contact import settings in AI CRM for instructions.

What if my email provider is not Google or Microsoft?

If your email provider is not Google or Microsoft, it cannot currently be connected to AI CRM. Only Google (Gmail and Google Workspace) and Microsoft (Outlook and Microsoft 365) accounts are supported. Other 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 your email still won't connect after following the steps in this article, contact our support team and we can investigate your account directly.

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com / billing@luxurypresence.com (billing)
• Phone: 310-955-1077, option 2