--- title: "Troubleshooting email and calendar import errors" slug: "troubleshooting-email-and-calendar-import-errors" updated: 2026-01-18T15:30:17Z published: 2026-01-18T15:30:17Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gong.io/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting email and calendar import errors > **Who can use this**: Tech admin > > **Available on**: Any Gong plan If email and calendar data is not being imported for all team members, this will be shown by a red or yellow icon in the [Team members settings page](/v1/docs/about-managing-team-members). This may occur on both user-by-user connections and company-wide connections. ![Icons representing data capture status including video, phone, calendar, and email.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/teamMembersIcons.png) ## What the icon colors mean **Yellow icon** The yellow icon indicates that either there is a problem with importing the data, or that the activity has not been configured correctly and data is not being imported. Examples of when this may occur are: - The team member has recording enabled, but isn't assigned the required seat. - The company has a user-by-user connection to Google Workspace which may no longer exist or permissions weren't conifgured correctly. - The user has enabled importing non-recorded meetings but the company hasn't (calendar icon will be yellow). - The team member has enabled calendar import but the company hasn't (calendar icon will be yellow). - The integration with your email provider hasn’t been set up, either by the company in a company-wide connection, or by the team member when the connection is set up user by user - Gong isn’t authorized to access emails **Red icon** This may indicate that there is a connectivity problem, or that there is an error which requires you to contact [Gong support](https://app.gong.io/contact-us) to identify and fix the problem. ## Possible solutions The table below lists the possible warnings, their meaning, and how to fix them. This list does not cover every scenario. If your company and team member settings are correct and the problem persists, contact [Gong support](https://app.gong.io/contact-us). | Error message in Team member page | Icon color | How to resolve the error | | --- | --- | --- | | No emails or calls are imported to Gong because you have not connected Gong to your email & calendar provider | Yellow | Set up the connection to [Office 365](/v1/docs/integrate-office-365) or [Google workspace](/v1/docs/integrate-google-workspace) | | Emails aren’t imported to Gong because you haven’t authorized Gong to access your emails in [provider]. | Yellow | Set the Import settings in the provider settings page. For Google workspace, see [Define connection import settings](/v1/docs/connect-google-workspace-company-wide) For Outlook 365, see [Define connection import settings](/v1/docs/connect-office-365-company-wide) ![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(221).png) | | [#] team members aren’t importing their data to Gong as they have not connected Gong to [provider] | Yellow | This happens when connecting user-by-user rather than company-wide. Your team members have not connected their email to Gong. [Send them an email](/v1/docs/about-managing-team-members#actions-for-teams) reminding them to connect. ![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(222).png) > [!NOTE] > Note > > This can also be prevented by setting up the company-wide connection. | | No emails or calls are imported to Gong because you have not given permission on the [provider] page in your company settings. | Yellow | Set the Import settings in the provider settings page. For Google workspace, see [Define connection import settings](/v1/docs/connect-google-workspace-company-wide) For Outlook 365, see [Define connection import settings](/v1/docs/connect-office-365-company-wide) ![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(223).png) | | X team members' email or calendar data is not being imported due to a technical problem. | Red | This could be due to permissions set in your provider. If you are using Google workspace: 1. Check if permissions are given to users in a specific Google workspace organizational unit (OU) or group. 2. Check if users with a red icon are included in the OU or not. 3. Make sure users with a red icon have the same permissions as users in the OU. This must be done in the Gong.io app settings in Google by someone with admin permissions. If this does not resolve the problem contact [Gong support](https://app.gong.io/contact-us). | A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin). Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats).