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: 

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

  1. 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.

  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 needs 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 not aware of how to access the same for your team. 


C. 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

Freshsales Prod NAT IPs' for Whitelisting

US Region

52.6.72.79

52.4.214.143

52.7.20.16

52.1.79.135

EU Region

35.157.1.198

18.195.63.210

35.157.24.134

18.195.191.138

AU Region

13.237.188.87

13.236.41.23

54.153.147.84

13.238.221.248

IND Region

13.235.212.155

15.206.115.131

15.206.98.177

13.235.41.143

CUSTOM IMAP and Custom SMTP

IP ADDRESS

REVERSE NAME

PURPOSE

34.198.193.174

mail-us1.freshemail.io

CUSTOM IMAP and Custom SMTP

34.199.167.230

mail-us3.freshemail.io

CUSTOM IMAP and Custom SMTP

34.202.174.188

-

CUSTOM IMAP and Custom SMTP

52.203.5.138

-

CUSTOM IMAP and Custom SMTP

CUSTOM IMAP and Custom SMTP

IP ADDRESS

REVERSE NAME

PURPOSE

35.158.67.243

mail-eu1.freshemail.io

CUSTOM IMAP and Custom SMTP

35.158.71.15

mail-eu2.freshemail.io

CUSTOM IMAP and Custom SMTP

18.184.155.228

-

CUSTOM IMAP and Custom SMTP

18.184.214.37

-

CUSTOM IMAP and Custom SMTP

SYDNEY Region - CUSTOM IMAP and Custom SMTP

IP ADDRESS

REVERSE NAME

PURPOSE

52.62.151.40

-

CUSTOM IMAP and Custom SMTP

13.237.4.248

-

CUSTOM IMAP and Custom SMTP

13.211.56.237

-

CUSTOM IMAP and Custom SMTP


  INDIA Region - CUSTOM IMAP and Custom SMTP

IP ADDRESS

REVERSE NAME

PURPOSE

13.127.153.86

-

CUSTOM IMAP and Custom SMTP

52.66.154.99

-

CUSTOM IMAP and Custom SMTP

13.127.210.61

-

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 IMAP server field must be imap.domain.com.


E. Check your Port numbers


1. Please make sure 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:

Provider

Type

Port Number

SSL or Security

Gmail*

IMAP

993

SSL

Gmail*

SMTP

587

TLS

Office365/Outlook IMAP

IMAP

993

SSL

Office365/Outlook IMAP

SMTP

587

TLS

Others

IMAP

993(SSL)
143(Without SSL) 


Others

SMPT

25 (None)

465 (SSL)

587 (TLS)