Troubleshooting email integration connection errors (Gmail and Outlook)

For first-time setup, see Setting Up Email Integration for Bills and Expenses.

1. Confirm you are on the right page

Go to Settings.
Click Email integration.
Under Shared email account or Individual email account, click Connect.
Choose Gmail or Outlook and complete the sign-in flow.

If the connection fails, you may return to Email integration with an error in the page address (for example, result=oauth_failed) or see a message on the page. The steps below address the most common causes.

2. Select all Google permissions (Gmail only)

Yes — when connecting Gmail, you should allow every permission Google shows on the consent screen.

Adaptive needs more than read-only access. After emails are processed, Adaptive applies an Adaptive label in Gmail so your team can see which messages were handled. That requires label and message permissions, not inbox viewing alone.

On the Google consent screen, you may see checkboxes similar to:

What you may see on Google's screen	Why Adaptive needs it
View your email messages and settings	Read messages, bodies, and attachments for bill and expense import
See and edit your email labels	Create and manage the Adaptive label
Read, compose, and send emails (or similar wording)	Apply labels to processed messages in your inbox

What to do:

Click Connect again in Adaptive.
Sign in with the correct Google account (usually your shared billing or AP inbox for a Shared email account).
On the Google screen, leave all permission checkboxes selected (or use Select all if Google offers it).
Click Allow or Continue. Do not cancel or close the window before finishing.

If you only selected View inbox (or one permission) and skipped the others, the connection can fail with an OAuth error and no inbox will be connected in Adaptive.

3. Fix `oauth_failed` or other OAuth errors

An oauth_failed result usually means Google or Microsoft did not complete authorization. Common causes:

User did not finish consent

You clicked Cancel, closed the browser tab, or denied access.
Fix: Try again and click Allow with all Gmail permissions selected (see section 2).

Wrong Google account

You signed in with a personal Gmail instead of the shared billing inbox (or the reverse).
Fix: Retry in a private/incognito window and choose the correct account.

Google Workspace admin restrictions

Your organization blocks third-party apps from accessing mail.
You may see messages like This app is blocked or admin_policy_enforced.
Fix: Ask your Google Workspace administrator to allow third-party mail access for Adaptive (or Nylas, the provider used for secure Gmail connection). Then retry the connection.

Browser or security software

Pop-up blockers or strict browser settings can interrupt the redirect back to Adaptive.
Fix: Allow pop-ups for Adaptive, or try another browser.

After a failed attempt, no email account appears as connected in Adaptive until a successful authorization completes.

4. Other connection messages

Email is associated with another Adaptive account

That Gmail or Outlook address is already connected to a different Adaptive company.
Fix: On the Email integration page, use Connect a different shared email, or contact [email protected] if you believe the address should be moved.

Connection lost / Disconnected

A previously connected account needs to be reauthorized.
Fix: Go to Email integration → Settings, find the account, and click Reconnect. Allow all Gmail permissions again if prompted.

Cannot click Connect

Your role may not include permission to manage shared or personal email accounts.
Fix: Contact your Adaptive admin to grant the appropriate email permissions, then try again.

5. Outlook-specific checks

If you use Outlook / Microsoft 365:

Sign in with an account that has a real mailbox (not a mail-only forward or unlicensed user).
Complete the Microsoft consent screen and allow the requested permissions.
If your organization requires admin approval for apps, ask your Microsoft 365 admin to approve Adaptive before you connect.

6. Retry the connection

Go to Settings → Email integration.
Click Connect under Shared email account or Individual email account.
Choose Gmail or Outlook.
Complete sign-in and allow all requested permissions.
Confirm the connected email address appears on the page.

For shared inboxes, most teams connect the accounting or payables mailbox under Shared email account.

7. When to contact support

Contact [email protected] if:

You allowed all Google permissions and still see oauth_failed or another OAuth error.
Your Workspace or Microsoft 365 admin confirmed third-party mail access is allowed, but connection still fails.
You need to move an email address from another Adaptive account.

Include: