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Troubleshooting

Welcome to the Auth-Email Help Center! Here are answers to the most common questions and quick solutions to typical issues you might encounter when using Auth-Email with Gmail, Outlook, and other providers. Have questions? Check out our FAQ

Check:

You’re using your full email address as the username (e.g., [email protected])
You’re using the password you set when authorizing the account, not your actual email account password
You’re connecting to the correct host, and using the correct port and encryption. The default settings are:
Protocol Port Encryption
IMAP 993 SSL/TLS
POP 995 SSL/TLS
SMTP 465 SSL/TLS

Protocol	Port	Encryption
IMAP	993	SSL/TLS
POP	995	SSL/TLS
SMTP	465	SSL/TLS

See the details for a specific account in your Auth-Email dashboard, or the full list on the server settings help page

⚠️ “Cannot connect to server” or timeouts

This may be due to:

A firewall or antivirus blocking the connection. If your plan includes the Legacy TLS feature, you can use this to enable an alternative port and try again.
Incorrect encryption settings (e.g., using SSL when STARTTLS is required, or not using STARTTLS with a port that requires it). See the server settings help page for a full list of settings.
Trying to use the wrong port (more common in older clients that default to non-secure ports). Make sure you’re using the correct port for your protocol and encryption type.

⚠️ “The OAuth credentials for one of your Auth-Email accounts have expired”

This means your email provider has invalidated your account’s OAuth access token. This is a normal occurrence, but can occur more or less frequently depending on your organization’s security policies. To fix:

Log into your Auth-Email dashboard
Click the “Configure” menu next to your account, and select “Reset account authorization”. Follow the prompts to reauthorize your account.

⚠️ Emails are not being sent

Check:

You’re using the correct SMTP server and port (see your Auth-Email dashboard for details)
Your “From” address matches the authorized account (e.g., [email protected])
Your email isn’t being blocked by your provider due to spam content

Try sending a simple plain-text message first. Some services may delay or drop overly complex messages with links or attachments.

💡 The Auth-Email free trial plan only supports receiving emails. If you are on the free trial plan, SMTP is supported for account setup, but not for sending messages. To send emails, you’ll need to upgrade to a paid plan.

⚠️ My device or printer only supports SMTP with opportunistic SSL/TLS (STARTTLS)

Many legacy devices aren’t able to use explicit SSL/TLS, and instead require an older approach (STARTTLS). Auth-Email supports this on the Starter plan for Outlook and Gmail, and via the Legacy TLS feature for other providers.

💡 Still need help?