Common Questions

Device Support

Do you support the iPhone ?

We support original iPhones running the 2.0 software and the iPhone 3G. If you have an older iPhone you need to upgrade its software to 2.0.

Do you support the iPod ?

If it's an iPod touch running the 2.0 or later software, yes. This is a $20 upgrade for older touches.

Do you support Palm devices such as the Cento

Almost, but not quite. The Palm sync client has an issue with our service at present (it tries to sync e-mail which we don't currently do), but we hope to fix that soon. Palm models that end with a 'w' run Windows Mobile and we do support them.

Do you support Windows Mobile?

Yes. This includes devices such as the Moto Q, the Blackjack and HTC phones.

Do you support older PocketPC 2003 devices?

Not at present, although we might in the future.

What about Noika phones ?

Yes, Noika's E and N series phones can be used with their Mail for Exchange application. See this article for more information.

Do you support any other devices ?

Some users have reported success using DataViz RoadSync product on a variety of devices.

Do I need to install any software on my phone?

No.

Do I need a 'jailbroken' iPhone?

No.

Our Service

When will you support push e-mail ?

We're working on it, but can't give a specific schedule at present. In the meantime please enable IMAP e-mail on you device.

Why do you sync Google's suggested contacts?

Because Google gives them to us via their API and there's currently no known way to tell them apart from 'real' contacts. As soon as Google adds this, or we figure out another way to do it, we will remove the suggested contacts from the sync process.

Can I use more than one device/phone with my account?

Yes.

How long does it take to sync?

Typically a few seconds but it can take longer the first time if you have a large number of events or contacts. Changes made at Google will take a few minutes to show up on your device. If you are not seeing changes sync after more than 10 minutes that usually indicates that an error has occurred and you should first try our troubleshooting process then contact our support team if that doesn't fix things.

I just upgraded my phone to Windows Mobile 6.1, why did sync stop working?

First, you are an old-timer! This issue only affects our earliest users. Second, this can be fixed by logging into our web site and changing your username (new usernames have no '@' in them). Then change your phone configuration to match. Sync should start working again.

What does beta mean?

It means that while we take every precaution to ensure correct sync, and make every effort to ensure reliable service, we're still working on the software. We might restart the service to deploy new code or additional hardware, for example. We don't maintain 24 hour support for our machines either. So if something very bad happens to a machine when we are asleep, we won't know about it until we wake up. We do recognize that many people have come to depend on our service and we keep that very much in mind.

What kind of data plan do I need?

It doesn't matter to us, but you may need to evaluate which plan is right for you in the context of the Internet traffic our sync service will generate between your phone and our servers. Our service is designed to use Internet bandwidth efficiently and usually does not generate much traffic but it depends on factors that our outside our control such as how often you and your friends create Calendar events.

Do I need to pay AT&T an extra $15/month?

We're not cell plan experts, and you should consult one for a reliable answer, but don't think so, unless you use your calendar for 'business solutions'. We based our conclusion on ATT's 'Enterprise Data Plan' description we found on their web site.

Only some of my calendar events synced, what's wrong?

Before contacting our support team, remember that at present we do not sync public or other read-only shared calendars. So events in those will not be synced. Also, we only sync events that pertain to the future and up to 2-weeks into the past (regardless of how long you configured your device to sync back in time). You can see a list of your calendars including which ones will be synced on this page.

iPhone and iPod Questions

All my events are gray on my iPhone/iPod. Why?

At present we sync all your Google events to the 'default' calendar on Apple devices. Therefore they are not colored and when you create new events on the device they are added to your default Google calendar. Our service was developed originally for devices that did not have multiple calendar support and we need to update it for the iPhone, which does.

So when will you support multiple calendars on the Apple devices?

Soon, it's one of our top new feature priorities.

Why can't I edit calendar events on my iPhone?

Your sync configuration is incorrect. Make sure that the 'e-mail address' in the sync configuration matches the e-mail address you used for your Nuevasync registration (this may be different to your Google account name). Check this page to see what your configuration should be.

When I first synced, I found I had two copies of some contacts on my iPhone, what's up with that ?

We believe this is an iPhone software issue that can arise if the phone's network service is unreliable or slow when you sync initially, but it seems that a 'resync' will fix the duplicates. Don't add any new contacts before resyncing because the iPhone will delete them.

Google Questions

Do you support Google Apps accounts?

Yes.

Do you support Google hosted accounts?

Yes.

If I enable the 'force ssl' feature on my Google Apps domain, will your service work?

Yes.

I read on a blog that I need to reset my Captcha. Do I ?

No. That problem existed for one week, until we were able to finish our support for OAuth. It's no longer relevant or required.

Can I configure two or more Nuevasync accounts to use the same Google account?

Yes.

I want to sync my husband's calendar as well as mine. Can I do that?

Yes you can. Just ensure that he shares his calendar to you and that you can update his calendar. If you can update it using Google's site, then we will sync it. This also applies to wives' calendars.

I added a photo to a contact using my device's camera, but it doesn't show up at Google, why?

Does this contact have an e-mail address? If not, then that's the reason. Google does not allow pictures on contacts that lack an e-mail address. Yes this makes no sense but it's true.

Plaxo Questions

My contacts aren't syncing from Plaxo, why?

If you have a large number of Plaxo contacts (more than 500), and an iPhone, then it is possible that we can't fetch them before the iPhone times out. We hope to implement a workaround for the fast Apple timeout problem soon but at present you are recommended to disable contact sync if you have a large number of Plaxo contacts.

I've added photos to contacts on my iPhone but they don't show up at Plaxo

I contrast to Google, Plaxo 'owns' the images on your contacts. So we can't add or change the images. You could try e-mailing your contacts their picture and have them upload it to Plaxo. That's the only way to get pictures on Plaxo contacts. Any image you add on your iPhone however should remain on the contact there.

Web Site Questions

Why can't I configure e-mail or tasks on your site?

Because we haven't completed support for e-mail or tasks, we disabled configuration for those categories.

Desktop Applications

Your service is cool, can I use it to sync my desktop Outlook?

No, we only support the mobile device sync protocol. However, there are sync solutions that work between desktop Outlook and Google. One of these used alongside our service should give you what you want.

What about Mac iCal?

We recommend using Spanning Sync with Google, or CalDAV if you have a version of iCal that supports it, and our service for your mobile device.

You forgot Thunderbird!

You can sync Thunderbird with Google Calendar using Lightning and its Google provider add-on.

Sync Questions

Should I use push, or periodic or manual sync ?

We recommend push unless you have a good reason to not use it.

I think my battery life is shorter now, what's up ?

We're not sure. In our tests we don't see reduced battery life when using push sync. However a few users have reported that they do. We are continuing to investigate this issue.

I enabled manual sync on my iPhone, now what?

The iPhone/iPod have no obvious way to initiate a manual sync operation. However, our industrious users have experimented and reported that if you hit the home button, then open the calendar application, and wait a few seconds, it will always perform a sync.

You deleted all the contacts/events from my iPhone! Why did you do that?

Honest, we didn't. Apple did. Their sync client always deletes all the existing events (or contacts) when you setup sync. It will do this if you sync with an Exchange server. To be fair, this probably avoids a host of duplicated event problems, but it can be annoying when you already have a number of contacts in your phone. We warn you about this on our device configuration page and Apple display a big red warning on the phone too. So you've been warned. We have heard that the deleted contacts/events can be restored with a device restore in iTunes (provided it previously made a backup).

So how can I keep my existing contacts and also setup sync?

We haven't had time to research and document this yet but it seems there are ways to export contacts using iTunes to a text file which can then be uploaded to Google. When we learn more about this we'll let you know.

I already sync with my company's Exchange server, can I use Nuevasync?

At present unfortunately you can't because the devices are all restricted to a single sync source. It'd be nice if this restriction were removed. If you only use your corporate server for e-mail (and not calendar or contacts or tasks) then you may be able to use IMAP to access it, and still configure Nuevasync as your sync source.

Business Issues

Who owns Nuevasync?

Nuevasync is owned and run by a Montana corporation called Nuevasync, Inc.

Where is Nuevasync?

At present all our staff and servers are located in the United States of America.

How are you guys going to make money?

We're not certain, but probably by introducing some form of premium paid service.

When will you introduce a premium service?

Not in the immediate future. We want to achieve a high level of reliability, device coverage and features first. We're not there yet.

Will there always be a free service?

Yes.

Will the free service always be the same as today's free service?

We don't know.

Can I give you money?

While we like the idea, at present we are not set-up to process and accept donations, so no thank you.

Do you have a privacy policy?

Yes, you can read it here.

Do you have terms of service?

We don't yet but it's on our todo list. If you have tos questions feel free to contact us..

Support

What do I do if I have a problem?

First log into our site and check the colored lights next to your services. You should see green lights (or blue for Plaxo which we haven't written the verification code for yet). If you see red this usually indicates the configuration you entered on our site is incorrect. If you are unable to get red lights on your own then please contact our support team. If you have green lights, then visit our device configuration page and check that the recommended settings at the top of the page matches the configuration on your phone. Lastly, please check our troubleshooting page for solutions to common problems.

If that doesn't get you syncing and you'd like help or support, don't hesitate to contact us at .

You didn't answer my support e-mail. Why?

We try to answer every support e-mail quickly. However at times we are sleeping. If you send us a question during the night US time, we probably won't answer until the following day. Sometimes we have a problem with the service that we quickly identify and begin working on a fix. In such a situation if we receive additional e-mails that relate to that problem, we give priority to working on the fix vs. replying to the e-mail. So if we have not replied it may be because we are fixing the problem.

Don't see your question here?

Feel free to e-mail us at