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March 14, 2019

Cannot Add an Exchange or Office 365 Account

If you’re experiencing issues adding an Exchange or Office 365 account to Spark, please follow these steps.

Step 1. Make sure your account supports IMAP/SMTP or EWS protocol

Spark doesn’t support Exchange ActiveSync and POP3 protocols. You can contact the IT administrator at your organization to ask what protocol is used for your Exchange account. Alternatively, you can check if your account supports EWS by following these instructions.

If your account uses Exchange ActiveSync or POP3, please ask your administrator if it’s possible to change the protocol.

Step 2. Ask the administrator about the server version

Your Exchange server should have the 2007 Service Pack 1 or newer. If your server has an older version, please consider updating it and discuss this possibility with your network administrator.

Step 3. Make sure you submit the needed login details

If you have two-step verification enabled, you may see an error message while connecting to Spark. In this case, try to generate an app-specific password and use it instead of your standard password to log into Spark.

Note: Both Exchange and Office 365 accounts are added via the Exchange tab in Spark.

Step 4. Check the network connection

Some organizations enable a firewall to prevent access to certain websites from their networks. Ask the administrator if the access to Spark (as the third-party email application) or Google (Spark uses its servers) is allowed.

Alternatively, you can try to connect your Exchange or Office 365 account using a different network.

Sometimes employees are banned from logging into their work accounts outside the office. Ask your administrator if this is a restriction.

If you use a VPN, we can’t guarantee Spark will work properly. The quality of the performance via VPN solely relies on the servers of the VPN network. For this reason, we recommend you turn the VPN off.

Step 5. Contact our support team

If your account meets all the requirements, but it still fails to connect to Spark, we are happy to help you personally. Our developers need a test account on your server to help you as soon as possible.

Please set up a test email address (e.g., spark_test@XXX) on your email server or ask your IT administrator to do it. Our developers use this email address to investigate and fix your issue.

The test account mustn’t contain any personal information. We assure you this account will be used solely for testing purposes.

Follow the steps below to provide our support team with a test account.

  1. Launch Spark and click Help at the top left of your screen.
  2. Select Send Feedback.
  3. A new email window will appear. In the Subject: line, write “Cannot add Exchange/Office 365 account.” We need this email subject to provide you with a quick, personal reply.
  4. In your email, please provide us with more details regarding your issue and let us know the email address of the test account, its password, and advanced settings (if you have them). Advanced settings include ports, servers, protection type, etc.
  1. Tap the menu icon  at the top left.
  2. Open Settings > Support > Send Feedback.
  3. A new email window will appear. In the Subject: line, write “Cannot add Exchange/Office 365 account.” We need this email subject to provide you with a quick, personal reply.
  4. In your email, please provide us with more details regarding your issue and let us know the email address of the test account, its password, and advanced settings (if you have them). Advanced settings include ports, servers, protection type, etc.

Please note: There is no possibility to access Spark and contact us if the email account you can’t connect to Spark is the first account you try to add.

In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.

  1. Tap the menu icon  at the top left.
  2. Select Settings > Support > Send Feedback.
  3. A new email window will appear. In the Subject: line, write “Cannot add Exchange/Office 365 account.” We need this email subject to provide you with a quick, personal reply.
  4. In your email, please provide us with more details regarding your issue and let us know the email address of the test account, its password, and advanced settings (if you have them). Advanced settings include ports, servers, protection type, etc.

Please note: There is no possibility to access Spark and contact us if the email account you can’t connect to Spark is the first account you try to add.

In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.


Spark automatically attaches a .zip file with the application logs to your email. We need the logs for our investigation. This file may contain some sensitive personal data, and we assure you we’ll treat it as confidential information.

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