Troubleshooting: diagnose the expected message route
Was the message supposed to be logged deliberately through Capsule’s Mail Drop Box, captured through a supported sync arrangement or attached to a particular record? Start there. Different routes have different conditions, and a message missing from one view may exist elsewhere. Do not reconnect every mailbox or forward an entire archive as the first response. Preserve the original message and the expected relationship context so you can investigate without creating duplicate or inappropriate history.
Inspect the smallest relevant evidence
Check the intended contact, organization, opportunity or project and the timing of the expected capture. Confirm that the selected plan and mailbox arrangement support the behavior you assumed. For sync, inspect authorized settings without exposing credentials. For deliberate logging, compare the supported procedure with what was actually done. Avoid guessing account-specific addresses or publishing them in screenshots. The objective is to identify a failed condition, not to reproduce private correspondence in a troubleshooting document.
Do not confuse visibility with deletion
A filter, record association or access boundary can make information appear absent. Ask an appropriately authorized person to verify the relevant scope rather than broadening access casually. If future synchronization is disabled, already stored history may remain; changing one setting does not necessarily reverse past capture. Use current merchant guidance for the exact issue. If the result is still uncertain, seek a specific supported explanation before repeating an action that could duplicate sensitive information.
Repair and verify the missing-message problem
Once the cause is understood, correct the smallest relevant setting or logging action through an authorized process. Check the intended record and stop when the actual result is established. Record the cause in the team’s reference so colleagues do not repeat broad reconnection attempts. Continue to the sync-versus-dropbox guide if the operating model was unclear, or the history-boundary guide if the investigation reveals that too much information was being captured in the first place.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Capsule deliberate email storage — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20
- Capsule personal-mailbox sync — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20