Troubleshoot errors when connecting an inbox with IMAP and SMTP
Last updated: January 19, 2023
Applies to:
All products and plans |
When you connect your inbox via IMAP and SMTP, you might receive an error during the connection process or in your email integration settings. To better understand why the error occurred, review the steps that take place in order to successfully connect your inbox via IMAP and SMTP:
- HubSpot connects to the corresponding IMAP server on the given port.
- HubSpot logs into the IMAP server with the email address and password that you entered, or the custom username if provided.
- HubSpot connects to the corresponding SMTP server on the given port
- HubSpot logs into the SMTP server with the email address and password that you entered, or the custom username if provided.
- To verify the inbox is working, HubSpot sends a test email from your inbox to the BCC address for your account.
Understanding the process can help you better understand where the error occurred and how to resolve it. For example, if you see a SMTP Settings Incorrect error it means HubSpot could successfully connect and log into to the IMAP server, but encountered an error connecting to the SMTP server.
In the Table of Contents on the right, select an error message to learn about where the error occurred and how to resolve it.
IMAP settings incorrect
HubSpot cannot connect to the corresponding IMAP server on the given port.
- Confirm the IMAP server and port is correct. Most IMAP ports will be 993 or 143.
- Verify the server meets the technical requirements for connecting via IMAP and SMTP.
- Your IT team might only allow certain IP addresses to connect with your inbox. If this is the case, your IT team will need to add the IP addresses HubSpot uses to connect your inbox to your allowlist.
IMAP authentication error
- Confirm the IMAP server and port settings are correct. Most IMAP ports will be 993 or 143.
- Review the steps for an UNAUTHORIZED error.
- Work with your IT team or your email provider to see if they can provide additional visibility into these authentication errors. Some potential cases include:
- Your IT team might only allow certain IP addresses to authenticate with your inbox. If this is the case, your IT team will need to add the IP addresses HubSpot uses to connect your inbox to your allowlist.
- Some servers return an authentication error when there are too many concurrent connections to a mailbox. Learn more about the concurrent connections HubSpot makes when you connect an inbox using IMAP.
IMAP validation error
- Confirm the IMAP server and port settings are correct. Most IMAP ports will be 993 or 143.
- Verify the IMAP server meets the technical requirements for connecting an inbox via IMAP and SMTP.
- Your IT team might only allow certain IP addresses to access the IMAP service running on your IMAP server. If this is the case, your IT team will need to add the IP addresses HubSpot uses to connect your inbox to your allowlist.
SMTP settings incorrect
- Confirm the SMTP server and port is correct. Most SMTP ports will be 465, 587 or 25.
- Verify the IMAP server meets the technical requirements for connecting an inbox via IMAP and SMTP.
- Your IT team might only allow certain IP addresses to connect with your inbox. If this is the case, your IT team will need to add the IP addresses HubSpot uses to connect your inbox to your allowlist.
Test email failed
Unauthorized
- Confirm the email and password are correct.
- Some servers require a custom username to log in. Check with your IT team to see if your setup requires a custom username to connect.
- Check to see if your server requires an app specific password.
- Check your SSL certificate.
- Your IT team might only allow certain IP addresses to authenticate with your inbox. If this is the case, your IT team will need to add the IP addresses HubSpot uses to connect your inbox to your allowlist.
Unauthorized - App password required for connection
Some email clients require users to create an app-specific password in order to login. Follow your email provider's steps to create an app-specific password, and use that app-specific password to log in.
Below are links to documentation on this issue for some commonly used providers:
Unauthorized - SSL Certificates not trusted
IMAP/SMTP servers are required to have SSL certificates signed by a trusted Certificate Authority. This error message indicates that you have an SSL certificate that is either malformed, outdated, or signed by an unrecognized authority.
To sign in and continue connecting your inbox, select the Allow non-secure certificate checkbox under the Advanced Options section when connecting your inbox via IMAP.
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