Quick answer
In Rex's email settings, check whether your Microsoft 365 or Google mailbox still shows as connected. If not, reconnect / reauthorise it and sign in again — this fixes most drops. If emails aren't logging to a contact, confirm the contact exists with the exact email address, and check the message isn't in Junk or caught by a mailbox rule.
WHY IT HAPPENS
The connection has usually just expired.
Rex connects to your Microsoft 365 or Google mailbox using a secure, permission-based link (OAuth) so it can log emails against the right contacts and listings without holding your password. That link can quietly expire — most often after a password change, an MFA reset, or a new security policy on your email account. When it lapses, Rex stops syncing until you sign in and reauthorise it. The other common cause isn't the sync at all: the email simply doesn't match a contact, or it's been diverted to Junk or a folder by a rule.
THE FIX
Work through these in order.
- Check the mailbox connection in RexOpen your email / integration settings in Rex and look at the status of your connected mailbox. If it shows as disconnected, expired or needing attention, that's your answer — move to the next step to reconnect it.
- Reconnect and reauthorise your mailboxChoose to reconnect your Microsoft 365 or Google account, then sign in with that email and approve the permissions Rex requests. This refreshes the secure link and almost always restores the sync straight away. Make sure you authorise with the correct mailbox — it's easy to sign in with a personal account by mistake.
- Confirm the right account after a password or MFA changeIf you recently changed your email password or reset multi-factor authentication, the old connection is dead and must be reauthorised as above. This is the single most common trigger, so if the timing lines up, reconnect first before anything else.
- Check the contact exists with the exact email addressRex logs an email to a record by matching the other party's email address to a contact. If a message isn't appearing against someone, open their contact card and confirm the email address on it matches the one used in the email, character for character. Add or correct the address, and future emails will attach.
- Check Junk, spam and mailbox rulesIf an email never reached your inbox — because it landed in Junk/Spam or a rule moved it to a folder — Rex may not see it to log it. Look in your junk folder, and review your Outlook or Gmail rules for anything quietly diverting messages. Fixing the mail flow fixes the logging.
- Allow for normal sync delaySync isn't always instant — new emails can take a short while to appear against records. If everything looks connected but a message is only minutes old, give it a little time and refresh before assuming something's broken.
- Test with a fresh emailOnce reconnected, send or receive a test email to a known contact and confirm it logs against their record. This tells you the sync is genuinely working again rather than just looking connected.
If the connection keeps dropping — or several staff lose their sync at the same time — the cause is usually at the Microsoft 365 or Google account level: a security policy, conditional-access rule or licensing change affecting how apps like Rex connect. That's the point to bring in your IT provider, who can fix it centrally instead of everyone reconnecting over and over.
