FAQ

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 also remain under 20MB.

Q: Can I use the email feature without a corporate email account?
A: ShareCRM only provides email forwarding and receiving services for existing email accounts. After binding your email to ShareCRM, you can send, receive, and manage emails directly within the platform. ShareCRM does not offer email registration services. If you don’t have an email account, you must register with an email service provider first.

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

Q: Why can’t I see emails that I know exist?
A: Email retrieval may experience delays. You can manually refresh your inbox (by pulling down or clicking the refresh button) to fetch the latest emails. Some email providers may also block third-party email retrieval, preventing new emails from appearing in ShareCRM. If this occurs, please report the email address to ShareCRM Support, and we will investigate 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 account binding. Some providers, like Tencent Enterprise Email, may default to “Only allow retrieval of emails from the last 30 days,” further limiting the number of retrievable emails.

Q: Why do I receive alerts about logins from different 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 “unusual 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 excludes emails in spam, drafts, or trash folders from the unread count to reduce unnecessary clutter—a standard practice among major email providers.

Second, our system only loads up to 500 historical emails from the binding moment onward. If you have more than 1,000 emails, we only count unread emails within those 500 plus new arrivals. Some providers may further restrict syncing to only the last month’s emails, resulting in even fewer retrievable emails.

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

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