Email connection troubleshooting

Grinfi uses the SMTP protocol to work with email. Unfortunately, Microsoft has discontinued support for SMTP, which means connecting Outlook or Microsoft 365 email accounts is impossible.

Gmail accounts are connected via a special App Password - a 16-character password automatically generated by Google. The password is shown to users with a space every 4 characters, like: "XXXX XXXX XXXX XXXX". For the system to read it correctly, you must remove all the spaces. Please double-check to ensure no spaces are present.

If the App Password was created previously but is now being rejected by Grinfi, think back: have you recently changed your main email password? Every time the main password is changed, all App Passwords are automatically deactivated, and you’ll need to generate a new one.

If none of the above helps, try again in 30-60 minutes. There may be ongoing platform updates or temporary downtime of the proxy server.

In most cases, connection errors are caused by using the outdated SMTP port "465". Try switching the port to "587", even if your provider states that "465" is the correct one. In most cases, this solves the problem.

If the error persists, carefully check that all details are entered correctly: email address, password, host addresses, and ensure there are no extra spaces in any field. You can also try connecting the same email to another service that supports SMTP to make sure the credentials are valid.

If none of the steps help, try again in 30-60 minutes. There may be ongoing platform updates or temporary downtime of the proxy server.

In such cases, refreshing the connection may help. Simply click on Manage => Edit
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In the window that opens, click Save.
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If none of these suggestions solve the issue, feel free to contact our support team - we’ll help you find a solution.