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Send Email Error in Einstein Activity Capture: "Missing refresh token. User might not have been authorized"

Publiceringsdatum: Apr 30, 2026
Beskrivning

This error occurs when a user attempts to send an email via Salesforce and the connection between Einstein Activity Capture (EAC) and the user's mailbox — either Outlook or Gmail — is broken or has expired.
Einstein Activity Capture (EAC) is a Salesforce feature that automatically syncs emails, calendar events, and contacts between Salesforce and external email providers. A "Missing refresh token" error indicates that the OAuth authorization used to connect the mailbox to Salesforce is no longer valid and must be re-established.
This issue typically occurs after a password change, a permission set removal, or an OAuth token expiration for the connected mailbox account.

Lösning

To resolve the "Missing refresh token" error in Einstein Activity Capture, fully disconnect and reconnect the user's mailbox. Follow the steps below in order.

Step 1: Disconnect and Remove the Existing Connection

  1. Go to the user's Personal Settings and disconnect the user from Connected Accounts.
  2. Log out of the Outlook Integration or Gmail Integration add-in if the user has it installed.
  3. Remove the accounts listed under Third-Party Account Links from the User Detail page.
  4. Revoke the SIQ app access from OAuth Connected Apps for the affected user only.
  5. Remove the Inbox with Einstein Activity Capture permission set from the user.
  6. Remove the Permission Set License Assignment from the user's detail page.
  7. Confirm with the Salesforce Backend Team (your Salesforce Support Engineer) that Inbox has been completely removed from the user.

Step 2: Reconnect the Mailbox

  1. Reassign the Einstein Activity Capture permission set to the user.
  2. Go to the user's Personal Settings and connect the mailbox under Connected Accounts.
  3. Ask the user to try sending an email again to confirm the issue is resolved.
Knowledge-artikelnummer

000391915

 
Laddar
Salesforce Help | Article