Troubleshooting Missing Emails in Lightfield

Last updated: April 25, 2026

If you're not seeing emails appear in Lightfield that you've sent or received, there are several common causes and solutions to check.

Check if Your Email Account is Connected

The most common reason for missing emails is a disconnected email account. If your email account becomes disconnected, you should receive a disconnection notification email from Lightfield.

To reconnect your email account:

  1. Go to Settings > Mail and Calendar

  2. Follow the prompts to reconnect your email account

Check Your Email Blocklist

Emails containing addresses on your blocklist will not appear in Lightfield, even if they update the "last interacted" date on accounts.

To check and manage your blocklist:

  1. Go to Settings > Mail and Calendar

  2. Look for the "Do not track" section

  3. Remove any addresses that shouldn't be blocked

Common blocklist culprits include:

  • HubSpot BCC addresses (e.g., numbers@bcc.hubspot.com)

  • Other CRM tracking emails

  • Marketing automation tools

Once you remove an address from the blocklist, previously blocked emails should appear in Lightfield automatically.

Check Your Email Logging Settings

Lightfield offers two email logging modes that affect which emails appear in your CRM:

  • All: Logs all emails sent and received

  • Selective: Only logs emails you've responded to (designed to filter out spam, marketing emails, and other unwanted messages)

If you have Selective mode enabled, emails you haven't replied to yet will not appear in Lightfield.

To check or change your email logging setting:

  1. Go to Settings > Mail and Calendar

  2. Look for your email logging mode setting

  3. Change from “Selective” to “All” if you want to log all emails regardless of whether you’ve responded

Note: If you're trying to reply to an email via Lightfield but can't find it, check if you have Selective mode enabled and haven't responded to that email yet.

Email Processing Delays

Sometimes emails may take a few minutes to appear in Lightfield due to processing delays. If you've just sent an email and don't see it immediately:

  • Wait a few minutes and refresh the page

  • Check if the email appears after the recipient replies

When to Contact Support

If you've checked the above issues and emails are still missing, contact support with:

  • The email subject line

  • Sender and recipient email addresses

  • The approximate time the email was sent

  • A link to the relevant account or opportunity

The support team can run reprocessing on your connected accounts to recover missing emails and investigate any technical issues.