Emails Saved in LEAP Do Not Appear in the LEAP Matter Correspondence Window

Jun 23, 2026
Knowledge

How To

If your saved emails do not appear in the Correspondence list in your LEAP matters, please see below for information on the issue:

If Outlook emails are being saved into a matter and you can see in Outlook that the email has been saved, but the emails are not showing in the LEAP matter correspondence window, please refer to the steps below:

Navigate to the Details & Correspondence tab in your LEAP matter and set the Date column to Show Modified Date (instead of Created Date) . Sort the date from newest to oldest.
Restart LEAP.
Check Outlook settings as listed in Reset the connection between LEAP and Microsoft Outlook. This will involve the following steps:
- Disabling third party Outlook add-ins such as Adobe PDF and Adobe Document Cloud, as they can conflict with the LEAP add-in.
- Verifying that the Outlook email account uses the same email address that is used to sign in to LEAP.
- Enabling Cached Exchange mode.
Press the Ctrl + Shift + Esc keys to open the Task Manager, go to the Services tab, right click the LEAP Office Express Net Client service (LEAPOfficeXE) and click Restart. This can resolve issues with emails not appearing in the matter.

If you have saved an email to LEAP but it is not appearing in your LEAP matter, there may have been a synchronisation issue. To resolve this, follow these steps:

Ensure you are checking the correct matter.
Ensure the email on your LEAP account matches the email configured in Outlook.
Open Microsoft Outlook and select the email that has already been saved to LEAP but is not appearing in your LEAP matter. The email may be located in the Inbound LEAP Matter Based Emails folder.
Click on an arrow next to LEAP - Matter #Matter No. as shown below (where #Matter No. is the number saved to the matter).
Select Remove from Matter. The email will no longer have a matter number assigned to it.
Select the email again and click on Save to Matter button.
Select the matter where the email will be re-saved and click OK.
If the email still does not appear, restart your computer. This will force the correspondence list to update and show the email. You may also need to refresh the matter by clicking the Reload button (two circular arrows) located in the top-left corner of the Matter window.

To prevent this issue in the future, perform an Automation Repair. You will also need to add LEAP to your Antivirus/Firewall exception list as antivirus programs can cause interference with saving emails.

Last Modified Date

23/06/2026 4:21 AM

Title

Emails Saved in LEAP Do Not Appear in the LEAP Matter Correspondence Window

URL Name

Emails-Saved-in-LEAP-Do-Not-Appear-in-the-LEAP-Matter-Correspondence-Window-CA

Resolution

Emails Saved in LEAP Do Not Appear in the LEAP Matter Correspondence Window

Click to edit heading

Your Privacy

Strictly Necessary Cookies

Performance Cookies

Functional Cookies

Targeting Cookies

Your Privacy

Strictly Necessary Cookies

Performance Cookies

Functional Cookies

Targeting Cookies

Vendors List

Emails Saved in LEAP Do Not Appear in the LEAP Matter Correspondence Window

Information

Click to edit heading

New Section

Related Articles

Trending Articles