An email is usually missing in Jace because the import is still running, because it's older than your plan imports, or because the mailbox lost its connection. Each one has a quick check. New mail that arrives while Jace is connected shows up shortly after it lands in Gmail or Outlook, so a gap in today's email points to the connection.
The import is still running
When you connect an inbox, Jace imports your history in stages, newest first:
- Recent email from the last 45 days, up to 999 threads, so you can start quickly. In Gmail this first pass leaves out the Social, Promotions, Updates and Forums tabs.
- Everything from the last 90 days.
- Everything from the last year.
- On Pro, everything from the last 3 years.
While stages are still running, a thin progress bar at the top of the inbox says Preparing your recent email history.... You can use Jace during the import. Older threads fill in as each stage finishes, and big mailboxes take longer.
The email is older than your plan imports
Plus imports one year of history and Pro imports three years (pricing). Older email stays in Gmail or Outlook but doesn't appear in Jace. Drafts are never part of the history import.
The mailbox is disconnected
If Jace stopped showing new email, check the top of the inbox for a red banner that says Jace has stopped working for and the address. Click Reconnect and sign in again. Jace account disconnected explains why it happens. New mail resumes and older threads keep importing.
"Preparing your recent email history" won't go away
The bar should disappear once every stage has finished. Sometimes it sits at the same place for more than a day, or fills up and never closes. That usually means one import stage stopped partway. Your inbox still works, and new mail keeps arriving. Support can restart the stopped stage from their side: email support@jace.ai with the address of the affected inbox.
Other things that look like missing email
Bulk changes in Gmail or Outlook. Deleting or moving thousands of threads at once slows the import for a while. Work in batches of a few hundred, or leave it running overnight.
Different accounts. Each connected inbox has its own email. Open the account menu in the sidebar and check you're in the right inbox.
Counts that don't match. A label or folder count in Jace can differ from Gmail or Outlook while the import is running. Wait for the import to finish before comparing.
If an email still doesn't show after the import has finished and the mailbox is connected, send support@jace.ai the subject line and the date it arrived. Support can reimport a single thread.
Related: Email Sync · Jace account disconnected · Search reference