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Einstein Activity Capture Setup Issue: Connection Option Appears but Doesn’t Work

Publish Date: Jun 19, 2026
Description

Who Is Affected
- Editions: Starter, Pro Suite
- Users: Non-admin users attempting to connect Gmail or Outlook to Einstein Activity Capture

Symptoms
Non-admin users see prompts in the email composer indicating they can connect to EAC, but attempting the connection will stall without progressing or displaying an error message until an admin has performed the initial EAC setup for the org.

Resolution

An admin must set up EAC before non-admin users can connect their own accounts. After setup is complete, non-admin users can connect their individual email accounts. 

Admin Setup Steps

1. Navigate to Contacts.

2. Click Import from the list view.

3. Select Sync with Google or Microsoft.

4. Complete the connection flow.

 

Additional Resources

This is a known limitation. Non-admin users cannot initiate the first Einstein Activity Capture configuration for an org. After the initial admin setup, users can independently connect their own email accounts without additional admin intervention.

 

Knowledge Article Number

005387375

 
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Salesforce Help | Article