When connecting your email to Freshsales, there may be instances when the email authentication does not go through, and you may have to troubleshoot the email connection to ensure it is in order. Follow these steps to troubleshoot your email sync: 

A. Check if you have opted for the correct email client:

1. If you are connecting a personal account, please ensure that you have opted for Outlook. This would include emails ending with outlook.com, hotmail.com, and live.com.
   
   
2. If you are connecting a work email address like jane@acme.com, then opt for Microsoft 365.
   

B. Check your IMAP and SMTP email permissions of your mailbox

SMTP and IMAP settings should be enabled under your mailbox settings. The  permissions for different mailboxes:

• Gmail

1.  In your Google/Gmail account, go to Settings

2. Select the 'Forwarding and POP/IMAP' settings

3. Under the 'IMAP access' section, toggle on the option to 'Enable IMAP.'
   
   

• Microsoft 365/Outlook Mailbox

1. IMAP and SMTP need to be enabled for a mailbox to be connected.
   

   Click here to know your IMAP settings.
   
   

2. If 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,
   

• Others

The method to access the mailbox varies for different mailboxes. Please contact your IT team if you are unaware of how to access the same for your team.

C. Check if your IT team mandates IP safelisting of Freshworks IP
Freshworks IPs must be safelisted 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 IPs

CUSTOM IMAP and Custom SMTP

CUSTOM IMAP and Custom SMTP

SYDNEY Region - CUSTOM IMAP and Custom SMTP

  INDIA Region - CUSTOM IMAP and Custom SMTP

D. Check with your IT team for SSL certificates

Possible problem- There could be a mismatch between the Common Name(CN) in SSL certificates and the IMAP/SMTP server details entered in the form.

Here’s how you can solve this issue:

1. Verify the SSL certificate is valid with your IT team

2. Connect using the server name present in the SSL certificate

For example, if your CN on the SSL certificate is imap.domain.com, then the IMAP server field must be imap.domain.com.

E. Check your Port numbers

1. Please ensure the port number entered in the form is open for accepting connections.

2. Check the SSL certificate for the exact port number of both SMTP and IMAP mailbox connections.

General Port Numbers: