Ping is asking users to reconnect their email account so email ingestion can move onto Ping's new direct connection system.
What happened
Ping has historically used a third-party provider to assist with parts of our email ingestion process.
Over the last couple of months, we have experienced intermittent issues with that provider and have been planning a roll-off to a Ping-controlled email ingestion system.
To complete that roll-off, Ping first needed to complete a new cloud security assessment called CASA Tier 2. We passed that assessment last week and planned to begin the roll-off next week by encouraging users to reconnect their emails gradually. That slower approach would have reduced friction and avoided abrupt feature interruptions.
This weekend, the third-party provider experienced a security incident. Ping users and Ping's instance were not affected, but the incident created additional issues in the third-party provider's system. Because of that, we need to advance our roll-off sooner than planned.
What is changing
Ping's new email connection system is more robust, fully controlled by Ping, and designed to create a better experience for both users and administrators. One additional improvement in this new connection is that outlook emails will now still get labels and auto drafts for mail that may skip the inbox due to automating filing/routing rules.
What you need to do
Reconnect your email account in Ping:
- Open Ping.
- Go to Settings > Integrations
- Select the connect button on the Email Provider you use (Gmail or Outlook).
- Reconnect your Gmail or Outlook account.
- If you use the email assistant labels and/or auto-draft, go to Settings > Email Assistant to re-enable the feature
If you see an admin approval screen
Some organizations require an administrator to approve email access before you can finish reconnecting.
If you see a screen that says admin approval is required, send this article to your admin:
Admin approval for Ping email connections
That guide includes Microsoft Entra and Google Workspace approval steps.
Need help?
If you cannot reconnect your email or still see an approval error after your admin approves Ping, contact Ping support and include a screenshot of the error screen.