Frequently Asked Questions

Q: What are the email size limits?
A: The email size cannot exceed 20MB. If an incoming email exceeds this limit, the system will not download the email body or attachments and will display the following message: “We apologize, but this email could not be loaded due to its size. Please log in to your email provider’s web interface to view it.” Similarly, outgoing email attachments must not exceed 20MB.

Q: Can I use the email app without a corporate email account?
A: ShareCRM only provides email forwarding and receiving services for users who already have an email account. After binding your email to ShareCRM, you can send, receive, and manage emails directly on the platform. ShareCRM does not offer email registration services. If you don’t have an email account, you’ll need to register with an email service provider.

Q: Why is there a delay in new email notifications?
A: Email service providers impose frequency limits on external email query requests, so depending on the provider, email retrieval and notifications may be delayed by a few minutes to several tens of minutes. Additionally, our system prioritizes active users, so their emails are retrieved faster than less active users.

Q: Why can’t I see emails even though they exist?
A: Email retrieval may take some time. You can manually refresh your inbox (by pulling down or clicking the refresh button) to fetch the latest emails. Some email providers may block third-party email retrieval, preventing new emails from appearing in ShareCRM. If this happens, please report the email address to ShareCRM Support, and we’ll investigate and resolve the issue promptly.

Q: Why can I only see some emails, not all historical ones?
A: Currently, we only support retrieving up to 500 emails prior to binding. Some email providers, such as Tencent Enterprise Email, may have default settings like “Only allow retrieval of emails from the last 30 days,” which further limits the number of emails we can fetch.

Q: Why do I receive alerts about login attempts from unfamiliar locations?
A: After binding your email to ShareCRM, our servers retrieve emails on your behalf—similar to using Outlook or Foxmail on your computer, but in the cloud. Some email providers may flag this as an “unfamiliar login” because our server IP differs from your usual device IP. This is normal and nothing to worry about.

Q: Why doesn’t the unread count match?
A: First, ShareCRM’s unread count excludes emails in spam, drafts, or trash folders—similar to most email providers—to reduce unnecessary clutter.
Second, our system retrieves only the most recent 500 emails (plus new ones) from the moment of binding. If you have over 1,000 emails, we’ll only count unread emails within those 500. Some providers may further restrict syncing to only the last month’s emails, resulting in even fewer retrieved emails.

Q: How long are emails stored in employee mailboxes?
A: If “Email Archiving” is enabled, emails archived as CRM mail objects are retained indefinitely. For non-archived emails, employee mailboxes retain them for only six months by default. Note: Retrieved emails in ShareCRM do not affect the original emails on the email server, which follow the server’s retention rules.

Q: How many email accounts can an employee mailbox bind?
A: Each employee mailbox can bind only one email account. If you need emails from multiple accounts to be archived in CRM, set up email forwarding on your email server to forward business emails from other accounts to the bound account.