Email account sync statuses

Your synced email with aNinja can have multiple statuses (running, stopped, and partial). In this article, we show you the different Email account sync statuses; and the reasons behind the stopped and partial status emails.

Where to check the Email account sync statuses in aNinja

Go to Settings > Email accounts

Mainly, the state of your email is what you read under status.

Email account sync states

Email Account States

Typically, your email account has one of the following states:


This state means every mail for every folder, contact, and calendar data is all syncing quickly and reliably.


In general, an account stops syncing if it repeatedly encounters the same error or is unable to access the email server. In most cases, the sync engine retries syncing the account for some time. However, if the account continuously fails to sync, then it stops syncing mail until further action is taken. Accounts can also stop if the sync engine encounters a non-recoverable error.

An account also stops if it was stopped intentionally.


Partial states are typically temporary. They may indicate issues with the mail server. Accounts in this state, however, are still running.

One or more folders in the account may not fully sync currently or not sync mail at all. Typically, accounts recover and return to a full-running state.

Some reasons an account may be in a partial state:

  • It’s a new account and hasn’t finished its initial sync. A newly authenticated account may be partial for a few hours up to a few days as it completes its initial synchronization.
  • The account was recently unauthenticated.
  • The user deletes, changes, adds or restricts folders.
  • Slow network connections.
  • Low bandwidth on the email server.
  • A backlog within the Nylas platform.
  • A large number of folders in the user’s mailbox.
  • Syncing historical data. In this case, the account can stay in a partial state for up to a week. The time depends on the amount of data being synced.
  • The user has external integrations that may be slowing down their email server.
  • The user’s email server has a connection or network issues.
  • Microsoft accounts with numerous folders.

! Keep in Mind

Microsoft accounts with a large number of folders (>100) may enter partial states more frequently.

And for Microsoft accounts, consider archiving folders if there are over 500 folders. Mainly, use Exchanges Archive feature on any of the folders that don’t need to be synced with aNinja. However, the email administrator should have more details about how their version of Exchange handles archiving.

In general, partial statuses indicate a temporary issue with the mail server. And the accounts typically recover after some time. Recovering accounts switch back into a full-running state as soon as possible.

Email account with custom IMAP

In this article, we show you how you can set up an email account with custom IMAP.


When setting up a mail client such as Microsoft Outlook, Mac Mail, iPhone, or Android, you will need either enter POP or IMAP server settings.

POP (Post Office Protocol) stores the emails on a single device and not on the server. POP doesn’t support public folder access, as folders are only accessed from the client’s device. Which does not enforce aNinja’s vision for mobile data access.

Whereas IMAP (Internet Message Access Protocol) is an internet protocol that lets you sync your email inbox across multiple devices. Basically, IMAP is a protocol that allows aNinja to synchronize the email messages view. So that if you communicate by email with your lead/customer (whether from aNinja, your email client, or anywhere), you will have all the relevant emails for that lead centralized in the aNinja lead view, as well as available in your email clients.

Below are the settings you need for the email product.


These are the instructions for the Unsecured Setup (not recommended):

  • IMAP Server Name:
  • IMAP Port: 143
  • SMTP Server Name:
  • SMTP Port: 25 or 80

These are the instructions for the Secured Setup (SSL):

  • IMAP Server Name:
  • IMAP Port: 993
  • SMTP Server Name:
  • SMTP Port: 587 (for TLS) or 465 (for SSL)

Note: These settings are not valid for email accounts associated with a hosting plan.

For the setup, the username will be your email address and the password will be your email address password.

Lastly, have any specific questions about setting up your email account with custom IMAP? Leave an email to our Support team at We’re more than happy to assist you!