Email failure: insufficient permission for 2-way sync
The "Email Failure: Insufficient Permission for 2-Way Sync" error means JourneyCARE no longer has permission to access your connected Gmail or Outlook inbox. Reconnect the email account to restore authorization and resume two-way email sync.
Errors that are not this problem
This article applies only when you see "Email Failure: Insufficient Permission for 2-Way Sync", "Insufficient Permission", or an error indicating JourneyCARE no longer has permission to access your connected inbox. These look-alike errors are different problems with different fixes:
Error message | What it actually means | What to do instead |
|---|---|---|
"Insufficient funds to send email" | Email sending credits or wallet balance are insufficient. | Refer to the email credits or billing documentation. |
"Authentication Failed" | SMTP credentials are invalid. | Review your SMTP configuration. |
"Email quota exceeded" | Email sending limits were reached. | Check your email provider's sending limits. |
"Domain not verified" | Email authentication or DNS issue. | Verify your sending domain. |
If your error says "Insufficient funds to send email," this is not a permissions issue. Contact [email protected] to have your account permissions checked.
Why this happens
The error appears when JourneyCARE loses authorization to your connected email provider. Common reasons include:
Your Google or Microsoft account permissions were revoked.
The email account password was changed.
Your organization's security policy invalidated existing OAuth tokens.
The connected email account was removed or disconnected.
Your email provider requires you to grant permissions again after a security update.
The mailbox was disconnected or expired.
Your account security settings changed.
Reconnect your email account
Reconnect the connected inbox to restore the required permissions. Reconnecting does not delete existing emails — they remain intact.
Open Settings and select Email Services. Locate the connected email account.
If the account displays an error or requires attention, click Reconnect (or remove and reconnect the mailbox if necessary). Sign in using the correct email account, review the requested permissions, and select Allow.
Granting all requested permissions is required for two-way email synchronization to function properly.
Without the required permissions, JourneyCARE may be unable to send emails, sync incoming messages, or display replies in Conversations. Email providers periodically invalidate authorization tokens after password changes, security updates, administrator policy changes, or permission revocations.
Verify the reconnect
Confirm the connection is working after you reconnect.
Confirm the email account shows as Connected.
Send a test email and verify it is sent successfully.
Confirm replies appear in Conversations.
Confirm email synchronization resumes normally.
If the problem persists
When reconnecting does not resolve the issue, work through these checks:
Disconnect and reconnect the mailbox again.
Ensure you are signing in with the correct email account.
Verify that your Google Workspace or Microsoft 365 administrator has not restricted third-party app permissions.
Confirm that recent security policy changes have not removed JourneyCARE's access.
Try reconnecting from an incognito or private browser window.
For provider-specific setup, see Connect Gmail for two-way email sync and Connect Outlook for two-way email sync.