This article provides troubleshooting steps for all the common error scenarios and error messages that you may encounter while setting up and configuring emails in Freshchat.


SMTP Errors

Error Message
Reason
Troubleshooting
Temporary Authentication failure; Please contact your mailbox provider or try again later

Freshchat is unable to establish a connection with your mail server provider.


Re-authenticate your email again. If the issue persists, contact your mailbox provider for assistance.


Note: Freshchat will queue all your outgoing emails for up to 72 hours and try to send them once your mailbox reconnects. 

Authentication Failure - Incorrect credentials; Please connect your mailbox again with the right credentials and try againFreshchat is unable to establish a connection with your mail server provider.

If you recently updated your password, try re-authenticating the mailbox with the latest credentials. If the issue persists, contact your mailbox provider for assistance.

Mailbox limit exceeded; Please contact your mailbox provider to increase the limit or try again laterYour mailbox limit is exceededContact your mailbox provider to increase the limit or try again later
Server connection issue; Contact your mailbox provider or try again later
Please ensure that your mailbox is active and is not blocked. If the issue persists, contact your mailbox provider for assistance
Authentication failure due to account locked/disabled or unreachable. Please contact your mailbox provider or try again laterFreshchat custom mailbox is unable to send outgoing emails due to:
  • Refresh token expiry or authentication issues
  • SMTP Authentication is disabled for your tenant.

Re-authenticate your email again. If the issue persists, contact your mailbox provider for assistance.



Mailbox access restricted; Please check with your mailbox provider or try again later.

Check if you have access to the mailbox you want to reach. If the issue persists, contact your mailbox provider for assistance.

Multi-factor authentication required; Please use application password to login.

Use the application password to log in. Contact your mailbox provider if the issue persists.


IMAP Errors


Error Message
Reason
Troubleshooting
Incorrect credentials; Please connect your mailbox again with the right credentials and try againFreshchat is unable to establish a connection with your mail server provider.

If you recently updated your password, try re-authenticating the mailbox with the latest credentials. If the issue persists, contact your mailbox provider for assistance.

Account blocked / Unavailable. Please check with mailbox provider


Please ensure that your mailbox is active and is not blocked. If the issue persists, contact your mailbox provider for assistance.

Connection limit exceeded;

please check with the server and increase limits as per traffic.

Maximum connection limit for user IP exceeded.Contact your mailbox provider to increase the limit or try again later
Server connection issue; Please contact your mailbox provider or try again later
Please ensure that your mailbox is active and is not blocked. If the issue persists, contact your mailbox provider for assistance.
Authentication failure due to account locked/disabled or unreachable. Please contact your mailbox provider or try again laterFreshchat custom mailbox is unable to send outgoing emails due to:
  • Refresh token expiry or authentication issues
  • SMTP Authentication is disabled for your tenant.

Re-authenticate your email again. If the issue persists, contact your mailbox provider for assistance.

Access denied, contact mailbox admin.

Ensure you have full permission to access the mailbox. If the issue persists, contact your mailbox provider for assistance.

Multi-factor authentication required; Please use application password to login.

Use the application password to log in. Contact your mailbox provider if the issue persists.

Token has been expired or revoked, please update the correct token

Your token is expired

Update the correct token and connect your mailbox again. If the issue persists, contact your mailbox provider for assistance. 

Mailbox error, please check the folder used




  • If use a shared mailbox, check for folder restrictions.
  • Ensure that the 'Inbox' folder exists without permission restrictions.
    If the issue persists, contact your mailbox provider for assistance.

SSL Exception, please use the correct CA certificate


Use a valid CA certificate and try again. If the issue persists, contact your mailbox provider.

Unknown error - Unable to receive incoming emails. Check with your mailbox provider or try again later.

Check if you have access to the mailbox you want to reach. Contact your mailbox provider for assistance

Enable IMAP and SMTP settings

Microsoft Office 365

If you use Microsoft Office 365 as the Email server, check if SMTP is enabled on your mailbox.

  1. Open the Microsoft 365 admin center using Office 365 credentials and go to Users > Active users.
  2. Select the user with the custom mailbox configuration, and in the pop-up that appears, click the Mail tab.
  3. In the Email Apps section, click Manage Email Apps.
  4. In the Manage email apps pane, ensure “IMAP” and “Authenticated SMTP” options are enabled.
  5. Click Save.
Note: Most Microsoft Office 365 tenants have SMTP authentication disabled by default. You can enable it if required. It takes about 30 minutes for the permissions to take effect. For more details, see this article.


Gmail

If you use Gmail,  check your IMAP and SMTP settings under Gmail account > Settings.