Fix a mailbox that will not connect

Goal

Find out why the Connect your mailbox window refused your mailbox, and fix it so the mailbox connects.

Prerequisites

• You are an Owner or Admin.
• You know the mailbox address and its password, or its app password for Gmail, Yahoo and iCloud.
• You can sign in to your mailbox provider's own webmail to check that the mailbox works there.

Steps

1. Open Settings > Communications > Email accounts and select Add email account.
2. Enter the address in Your work email address and select Continue.
3. Enter the password and select Connect, then read the red message under the form. 4fleet signs in to both the receiving and the sending server before it saves, so a problem on either side shows here.
4. Find your message in the list under Troubleshooting and apply the fix described there.
5. If the message points to server names or ports, select Advanced settings and correct IMAP host, IMAP port, SMTP host, SMTP port and Use TLS.
6. Select Connect again and wait for the result.

Expected result

The window shows Connected, and the mailbox appears in the Email accounts list with the status Connected.

Troubleshooting

• If the message is "The server refused this password.", the address or password is wrong. Sign in to the provider's webmail with the same details to check them.
• If the message is "The password was refused. Use an app password from the links above, not your normal password.", the provider needs an app password. Follow the connect article for Gmail, Yahoo and iCloud.
• If the message is "We could not reach your mail server. Check the server names in Advanced settings.", the receiving or sending server name is wrong or the server is down. Check both host names with your provider.
• If the message is "Your mail server's security certificate was not accepted. Check the server names and ports in Advanced settings.", the server name does not match the server's certificate or the port does not match the encryption. Check the host names and ports with your provider.
• If the message is "Your mail server did not answer in time. Try again in a minute.", wait a minute and select Connect again.
• If the message is "Use IMAP port 993 or 143, and SMTP port 465, 587, 25 or 2525.", change the port to one of those values. 4fleet does not accept other ports.
• If the message is "Too many attempts. Wait a few minutes and try again.", wait a few minutes before you try again. 4fleet limits repeated connection attempts for each company.
• If the message is "You have used all mailboxes in your plan.", remove a mailbox you no longer use or move to a plan with more mailboxes. The trial includes one mailbox.
• If the message is "This mailbox is already connected. To change its password, use Edit in the mailbox list.", the mailbox is on the list. Use Edit on its row to enter the new password.
• If the window says "This address only forwards mail", the address has no mailbox of its own. Connect the mailbox it forwards to instead.
• If the message is "We could not connect this mailbox. Reply to your welcome email and we will set it up with you.", 4fleet could not tell what went wrong. Reply to your welcome email and support will set it up with you.
• If a Microsoft address asks you to sign in with Microsoft, follow the connect article for Outlook and Microsoft 365.