Executive Summary (TL;DR) Offboarding Suite Sync takes three passes: switch off every sync setting, remove the external account, then ask the Redtail Customer Relationship Management (CRM) Subject Matter Expert Team to sever the connection on the database. Work through the steps in order — skipping ahead leaves orphaned sync settings behind that resurface later. This article covers: - Turning off email, contact, and calendar sync inside Manage Suite Sync Preferences - Clearing previously synced contacts and activities - Removing and deleting the connected external account - Submitting a case so the Redtail CRM Subject Matter Expert Team finishes the disconnection - Answers to the questions that come up most often during offboarding

 

 

What Does This Article Help Solve?

Common Real-Life Questions Redtail Users Ask About Suite Sync Offboarding

"I'm moving to Retriever Cloud — how do I shut down Suite Sync first?"

"What happens to the contacts Suite Sync already pushed into Redtail CRM?"

"I cleared my sync settings, but my external account still shows as connected. What did I miss?"

"I removed synced contacts by mistake. How do I get them back?"

"My Suite Sync account shows as invalid. Does that mean syncing already stopped?"

 

 

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Why Offboard Suite Sync?

What is Suite Sync Offboarding?

How to Offboard Suite Sync

Step 1: Turn Off Email Sync

Step 2: Turn Off Contact Sync

Step 3: Turn Off Calendar Sync

Step 4: Remove the External Account

Step 5: Contact the Redtail CRM Subject Matter Expert Team

Frequently Asked Questions

 

 

Why Offboard Suite Sync?

• Stop email, contact, and calendar data from flowing between Redtail CRM and an external account you no longer use.
  
  
• Clear the path to a different syncing tool — Suite Sync holds the connection until it releases it, so a clean exit comes first.
  
  
• Retire a mailbox, a staff member's account, or an entire database without leaving half-active sync settings behind.
  
  
• Remove duplicate or outdated records that were earlier synced and deposited in Redtail CRM.
  
  
• Reduce the housekeeping later: a full offboarding — settings, account, and database connection — leaves nothing to untangle six months from now.
• Start using Retriever Cloud. For more information on the best Redtail calendar syncing tool yet, review (Redtail) Calendar and Contact Syncing with Retriever Cloud.

 

 

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What is Suite Sync Offboarding?

Suite Sync offboarding is the full disconnection of Suite Sync from a Redtail CRM database. It goes beyond flipping a single switch. Every sync direction is turned off individually; previously synced records are cleared if they are no longer needed; the external account is removed; and the Redtail CRM Subject Matter Expert Team severs the underlying database connection.

Think of it as three layers peeled back in order: the settings layer, the account layer, and the database layer. Each one sits underneath the last, which is why the sequence matters. Leaving the settings active and jumping straight to account removal is the most common source of the "why is this still syncing?" question.

 

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How to Offboard Suite Sync

Step 1: Turn Off Email Sync

• Hover over your name in the top right, select Manager Your Account, then open the Manage Suite Sync Preferences page from the Preferences options. 

 

 

 

 

• Locate the Syncs Email From External Account setting near the top of the page.
  
  
• Change the value from Yes to No.
  
  

 

 

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Step 2: Turn Off Contact Sync

Within the Manage Suite Sync Preferences page, navigate to the Contact Sync section to complete the following instructions.

Please Note: Contact sync runs in two directions, so it takes two changes plus an optional cleanup. Handle each direction separately.

 

1. Within the Syncing From CRM to External Account (A) section, change Sync Contacts to Don't Sync.
   
   
2. Within the Syncing From External Account to CRM (B) section, change Sync Contacts From External Account to No.
   
   
3. Click the Clear Synced Contacts (C) button at the top right of this section to remove contacts added earlier during the sync.
   
   

 

 

 

Important Note: The Clear Synced Contacts (C) button removes the contacts that Suite Sync brought into Redtail CRM. Skip it to keep those contacts in place — turning sync off by itself does not delete anything. Clearing them does not touch the originals in the source system.

 

 

 

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Step 3: Turn Off Calendar Sync

Within the Manage Suite Sync Preferences page, navigate to the Calendar Sync section at the bottom of the page to complete the following instructions. 

Please Note: Calendar sync mirrors the contact structure — two directions, then a cleanup button.

 

1. Within the Syncing From CRM to External Account (A) section, change Sync Activities to External to Don't Sync.
   
   
2. Within the Syncing From External Account to CRM (B) section, change Sync Activities From External to No.
   
   
3. Click the Clear Synced Activities (C) button in the top right of this section to remove activities that earlier syncs added.
   
   

 

 

 

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Step 4: Remove the External Account

With every sync setting disabled, the connection itself comes next. Redtail CRM asks for confirmation twice here on purpose — the deletion is permanent, with no undo.

• Hover over your name in the top right > Manage Your Account > Manage Suite Sync Preferences 
  
  
• Scroll to the top of the Manage Suite Sync Preferences page. 
  
  
• Find the External Account section.
  
  

 

 

 

• Click the Remove Account button .
  
  
• A confirmation module opens.

 

 

 

 

• Click the red Delete Account button to proceed.
  
  
• Click it a second time in the next module to double-certify the deletion.
  
  

 

 

 

Removing the account disconnects the sync immediately, but you have 30 days to use the Relink Account before mappings, and the external connections are permanently removed. After the 30-day window, email, contact, and calendar mappings are removed. 

 

 

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Step 5: Contact the Redtail CRM Subject Matter Expert Team

One layer remains, and it sits on the database side where technicians handle it. Without this step, the Suite Sync connection remains in the database even though the interface shows no connection.

• Submit a case to the Redtail CRM Subject Matter Expert Team. 
  
  
• State that the account is disconnected from Suite Sync.
  
  
• Request that the team sever the Suite Sync connection.
  
  
• Specify the scope: a single username on the database, or the entire database.
  
  

For guidance on submitting cases through the Support site, review (Redtail) Redtail Support Portal.

 

Looking for a syncing alternative? Retriever Cloud handles calendar, contact, and email syncing for Redtail CRM. Reconnecting through the same Microsoft account helps maintain the existing links between emails, contacts, activities, and notes. Review (Redtail) Calendar and Contact Syncing with Retriever Cloud for more information.

 

 

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Frequently Asked Questions

Q: How Do You Turn Off Suite Sync?

A: Work through Steps 1 through 5 above: disable each sync setting, remove the external account, then submit a case so the Redtail CRM Subject Matter Expert Team severs the database connection. Moving to Retriever Cloud starts the same way — disconnect Suite Sync first, then connect the account through Retriever Cloud.

 

Q: What Happens to Contacts After Suite Sync Turns Off?

A: Nothing disappears. Turning off Suite Sync stops future syncing but leaves previously synced contacts in place. Those contacts remain available in Redtail CRM until someone deliberately removes them.

 

Q: How Do You Remove Contacts That Synced through Suite Sync?

A: Use the Clear Synced Contacts option in Suite Sync preferences, described in Step 2. Clearing them from Redtail CRM leaves the contacts untouched in their original source system.

 

Q: How Do You Recover Contacts After Removing Them?

A: Check the Recycling Bin. In many cases, contacts imported into Redtail CRM remain there and restore successfully. Restored contacts come back without any Suite Sync connection attached.

• Review (Redtail) How do I access my Recycle Bin? for more information. 

Q: What Happens to Email, Calendar, and Contact Syncing After Offboarding?

A: Synchronization stops once Suite Sync disconnects. Reconnecting the account through Retriever Cloud restores syncing.

Q: Does the Same Microsoft Account Matter When Reconnecting through Retriever Cloud?

A: Yes. Using the same Microsoft account helps maintain the existing connections between emails, contacts, activities, and notes after the move to Retriever Cloud. A different account breaks those links.

Q: What Happens When an Account Already Shows as Disconnected or Invalid?

A: Disconnected or invalid statuses mean synchronization has already stopped. Reconnecting the account, or moving to Retriever Cloud, restores syncing functionality. The remaining offboarding steps still apply if the goal is a full disconnection.

 

 

 

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In Summary Clear every setting on the Manage Suite Sync Preferences page before touching the external account — email first, then contacts, then calendar, each in both directions. Use Clear Synced Contacts and Clear Synced Activities only to remove previously synced records; skipping the buttons keeps those records in Redtail CRM. Confirm the account deletion twice in the External Account section. The action is permanent and irreversible. Submit a case to the Redtail CRM Subject Matter Expert Team as the final step, specifying whether the disconnection affects a single username or the entire database. Check the Recycling Bin first when synced contacts need to be restored — recovery is often still possible there.