When connecting your email to Freshsales, there may be instances when the email authentication does not go through and that you may have to troubleshoot the email connection to ensure that it is in order. Follow these steps to troubleshoot your email sync:
Check if you have opted for the right email client:
If you are connecting a personal account, then please ensure that you have opted for Outlook. This includes for emails ending with outlook.com, hotmail.com, and live.com.
If you are connecting a work email address like jane@acme.com, then opt for Microsoft 365.
Check your IMAP and SMTP email permissions of your Mailbox
Please ensure that the following permissions are enabled before connecting your Microsoft 365 or Outlook Mailbox with Freshsales:
IMAP and SMTP needs to be enabled for a mailbox to be connected.
Click here to know your IMAP settingsIf your IT team has restricted IMAP access to your mailbox then you can use EWS to connect your mailbox. So please make sure EWS is enabled in your mailbox.
Check if your IT team mandates IP whitelisting of Freshworks IP
Freshworks IPs need to be whitelisted if your IT Team maintains a list of IPs to connect based on the region. Add IMAP IPs from Mail Service IP Details, Freshsales SMTP IP's
CUSTOM IMAP and Custom SMTP
CUSTOM IMAP and Custom SMTP
SYDNEY Region - CUSTOM IMAP and Custom SMTP
INDIA Region - CUSTOM IMAP and Custom SMTP