Did the syncX: Stock Sync app not receive the email to process the feed?

The syncX: stock sync app may not have received the email due to issues with the email connection. Here are steps to check the settings:

1. Verify if your email provider (e.g., Gmail, Outlook) allows automated emails. For Gmail users, set up the forwarding address—follow this help guide for instructions.

2. Ensure your provider does not mark syncX: Stock Sync's email domain as spam.

3. When the user try to send the attachment to the syncX: Stock Sync email from their email and ensure the supplier get the proper email from syncX: Stock Sync.

4. If the feed shows that an email was received but did not process, note that email feeds may only run based on the configured schedule. Even after an email arrives, processing may wait until the next scheduled run.

5. If the feed suddenly stops processing attachments, verify that the connection method (Email with Attachment vs. Email with URL) has not recently been changed. Changing the method can cause incoming emails to be saved without attachments until a new email is sent.

6. If no emails appear in the mail logs, confirm that the message was sent to the exact feed email address shown in Stock Sync. In some cases, multiple feeds may have been created during setup, and a previously used feed (with a different email address) may have been deleted. If the sender continues using the old email, Stock Sync will not receive the message. A force start can trigger an update using the last received file, but a missing email indicates the file was never received.

7. If the email is received but the feed does not process or shows a blank attachment, check the following:

• For auto‑forwarded emails, confirm that Gmail forwarding has been fully verified. Unverified forwarding may deliver the email without the attachment.
• If using aliases (e.g., supplier sends to an alias of the main inbox), ensure all alias addresses are registered or whitelisted in Stock Sync so the system can detect the attachments.
• Some providers may strip or modify .xlsx attachments during auto‑forwarding. Manually forwarding the same email can help confirm this. If manual forwarding works but auto‑forward does not, review Gmail filter settings or re‑add the forwarding address.
• Confirm the attachment is not corrupted and was successfully included by the sender. Resending the file often resolves the issue.
• Ensure the connection method has not recently changed (for example, from Email with URL to Email with Attachment). If the method changes, older emails may not be processed correctly.
• Verify that the attachment format and separators match the feed configuration. Incorrect file formatting can prevent processing.
• Keep in mind that email feeds may still follow their scheduled run time even if emails arrive instantly.
• If emails are not received at all, the sender address may need to be safelisted by Stock Sync. In some cases, the technical team must enable acceptance of specific "From" email addresses before the feed can receive messages.
• If forwarding verification or other expected emails are not arriving, check whether a subject‑line filter is configured in the feed settings. Subject filters can unintentionally block system emails such as Gmail forwarding confirmations. Removing the subject filter resolves this.

Updated on: 23/06/2026