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
⚠️ “Login failed” or “Authentication error”
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. See the details in your Auth-Email dashboard, or the full list on the server settings help page.
- Verify that you're using the correct port and encryption:
| Protocol | Port | Encryption |
|---|---|---|
| IMAP | 993 | SSL/TLS |
| POP | 995 | SSL/TLS |
| SMTP | 465 | SSL/TLS |
| SMTP | 587 | STARTTLS |
⚠️ “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). 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. 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.
⚠️ 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?
We’re here to assist. Reach out anytime to [email protected].