Troubleshoot when Mailbox is connected but emails are not linking to the right Individual or Organization. Fix matching with correct email addresses.
Problem statement
The issue
You have Mailbox connected (Gmail or Outlook), and emails sync, but messages are not appearing on the contact you expect.
Common scenarios
Wrong or missing email on the contact
The contact has a different email than the one used in the thread. Matching uses sender/recipient address, so the message won't link until the address matches.
Contact doesn't exist
The sender or recipient isn't in the CRM. Add them as an Individual or Organization with the correct email; future messages should then match.
Step-by-step checks
1. Confirm the email on the contact
- Open the Individual or Organization you expect the email to link to.
- Check the email field. It must exactly match the sender or recipient in the email. Update if wrong and save.
- New emails from that address should start matching. For already-synced messages, use manual link to the contact if your app supports it.
2. Add the contact if missing
Add an Individual or Organization with the email address used in the thread. See How to Add Your First Contact and Link to a Company.
3. Manual link
If your app supports link or attach thread to contact, open the thread in Mailbox and associate it with the correct contact. See How to Link Email to Contacts and Deals.
Still not working?
If you've corrected the contact email and messages still don't match, contact support at support@piraja.io with:
- That you're troubleshooting email not matching to contact
- That Mailbox is connected
- Whether the contact exists and has the exact email saved
Frequently asked questions
Do I need to link every email manually?
No. Most emails match automatically when the sender/recipient matches a contact. Fix the contact email or manually link when matching didn't work.
What if emails aren't syncing at all?
See Mailbox: Emails Not Appearing. This article is about emails that sync but don't match to the right contact.
Who can I contact for help?
Contact support at support@piraja.io.