Why a card shows "unavailable"
CardLink checks every card once a day (and whenever you press "Sync now"). If a card no longer qualifies, it's marked stale and shows as unavailable until the cause is fixed and it syncs again.
When this runs
Automatically once a day, early morning. You can also trigger it on demand from your company's overview page in the admin console with Sync now — useful right after you've fixed something and don't want to wait.
Every stale reason, plain language
| What you'll see | What it means | How to fix it |
|---|---|---|
| Not in the directory | The account was deleted, or is no longer a member | Restore the account in Microsoft 365, or remove the card if it's gone for good |
| No email address | The account has no email set | Add an email address in Microsoft 365 |
| Account disabled | The account is disabled in Microsoft 365 | Re-enable it |
| Shared mailboxes turned off | Your company has shared-mailbox cards disabled | Turn them back on in the admin console |
| Domain not allowed | The account's email domain isn't in your Allowed Domains list | Add the domain in the admin console's settings |
| Alias not active | The alias was deactivated, aliases are off, or its domain isn't allowed | Reactivate the alias, turn aliases on, or allow its domain |
| Not returned by the last sync | Catch-all for anything else the directory didn't return | Check the account in Microsoft 365; sync again |
After you fix it
Press Sync now rather than waiting for the next automatic run — a stale flag clears the moment a sync finds the cause resolved. This is reversible both ways: a card can go stale and come back as many times as the underlying cause changes.
Removing a card for good
If a stale card should be removed permanently rather than fixed (someone has left the company, for example), your admin console has a Purge action for that.
Open the admin console →