1. Help Desk
  2. Knowledge
  3. Insightly CRM
  4. User Settings

Troubleshooting SMTP and Unverified Email Accounts

About

When setting up Insightly to send emails through an email service provider or server, users may encounter common issues that require some troubleshooting

In this Article

About

Email Accounts Troubleshooting

Account is not Verified in Insightly

SMTP Troubleshooting

Adding an SMTP Account with MFA

Error Received when Entering SMTP Settings

Insightly's IP Addresses are not Whitelisted in Mail Server

Email Accounts Troubleshooting

Account is not Verified in Insightly

If a connected email  account is marked as verified immediately after it has been added, but is no longer marked verified a day later or after many emails have been sent, this could occur for a multitude of reasons such as:

  • Password or login information has been changed via the email account provider. Gmail may display error code 22 in this situation.
  • The email provider has flagged the account for sending too many emails or sending very large attachments.
  • The email provider has temporarily limited or suspended the account. Most providers will send an email when this occurs.

Troubleshooting Options:

  1. First, check the email provider's sending and attachment limits by contacting them or searching their website. If the provider's limits have been exceeded or the account has been suspended, contact the email provider or users can wait for the limits to reset the next day before sending more emails.
  2. Via User Settings, remove and add the email account again to reset the connection.
  3. Consider using a service such as MailChimp or other similar service for sending emails to large groups of recipients; this can also be accomplished by utilizing Insightly Marketing. These services are designed for managing email marketing campaigns effectively and with higher sending limits. The tools they provide also help manage unsubscribe requests.
    • Remember, one person's business outreach can be another's spam. Be thoughtful about what is being sent and how often emails are sent. 

SMTP Troubleshooting

Adding an SMTP Account with MFA

Many Outlook users have multi-factor authentication (MFA) enabled. When adding an SMTP account with MFA, the account will need to be authorized through the Outlook Sidebar within Insightly. 

  1. Install the Outlook Sidebar and once installed, select to compose a new email in Outlook.
  2. Locate and click the Open Sidebar button; this will prompt the user to log into the sidebar and authorize outlook. 
    1. Via the Authorize Outlook step, users will enter their password and MFA details. 
    2. Once authorized, the Outlook account with MFA will be added and can be reviewed via User Settings > Email Accounts. 
  3. In the event that installing and logging into the Outlook Sidebar does not authorize the account, navigate to https://myaccount.microsoft.com/ and click the Update Info hyperlink in the Security Info section. 
    1. Select Add Sign-In Method and choose the App Password option. 
      • If this option is not available, contact the system administrator about setting up an app password. This Microsoft forum post can be helpful in troubleshooting why the App Password option does not display.
    2. With the app password ready, within Insightly, navigate to User Settings > Exchange Settings and connect the account by using the app password instead of the user's typical password. 
    3. Once the password is entered, click Auto Discover Exchange Server Settings and once the server has been auto discovered, click Add Account to complete the process. 

Error Received When Entering SMTP Settings

If users are unable to get Insightly to verify their account with the SMTP server information that has been entered via User Settings, this could be occurring due to the following reasons:

  • Incorrect SMTP server name or port number was entered. Some users have tried entering IMAP or POP server information, which will not work.
  • Incorrect user name, email address, or password was entered.
  • SMTP is not enabled for the email server or account.

Troubleshooting Options:

  1. Ask the email administrator (or search their site) for SMTP server and port information as they will be the best source for this information.
  2. Verify that SMTP is enabled on the email server or account.
  3. Be sure that IMAP or POP information is not being entered; these protocols are for retrieving email, not sending it which is what SMTP is for. 
  4. Try entering ports 587 or 465 - these are common secure port numbers.
  5. Try inputting the information with the SSL box checked and, if it doesn't work, try again with the box unchecked.
  6. If the full email address has been entered in the user name field, try removing the @domain, e.g., DWinchester instead of DWinchester@hunters.com.

Insightly's IP Addresses are not Whitelisted in Mail Server

If the SMTP server has a firewall or other security measures that only allow access to known IP addresses and Insightly's IP addresses have not been added by your email administrator, IP addresses may not be whitelisted.

Troubleshooting Options:

The email administrator will need to add—or "whitelist"—the IP addresses or subnet of our servers in the server's security settings. The IP range can be represented in several different ways, depending on the settings field:

Dynamic IP:

204.94.91.129 through 204.94.91.254

IP Address Including Subnet Mask:

204.94.91.128/25

Static IP(s):

204.94.91.128
255.255.255.128

Was this article helpful?