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March 18, 2019

Can't Connect to My Account

While adding your account to Spark, please check the network connection on your device. 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.

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) is allowed. Alternatively, you can try to connect to a different network.

If you're still experiencing issues with connecting your account, please find your email provider on the list and check the main requirements for a successful login.

Some sections contain links to troubleshooting articles for the selected email accounts. Check these guides to find detailed instructions:

iCloud

You need to generate an app-specific password on the Apple ID webpage and paste it into the password field in Spark. Make sure you submit this single-use password, not the standard password from your account.

Before generating an app-specific password, make sure you have two-factor authentication enabled.

Troubleshooting: iCloud

Gmail

Make sure you submit the needed login details:

  • If you have generated an app-specific password, please note it is used only with apps that, unlike Spark, don't support two-step verification. Please enter the standard password from your email account instead.
  • If you have two-step verification enabled, you need to enter an additional verification code after submitting your password.

Troubleshooting: Gmail

Outlook

Spark supports two-step verification for Outlook accounts to provide an extra layer of security. If you’ve turned it on, you need to enter an additional security code when signing in. Outlook can send you a verification code via a text message, a call, an authenticator app, or your alternate email address. Make sure you enter the exact code you receive.

You can manage the two-step verification method in the Security settings of your Microsoft account.

Yahoo

If your account fails to connect, try to log into it using a browser. Go to the Yahoo sign-in page and enter your email and password to sign in. If you can sign into your account in a browser, try to do it again in Spark.

If you've activated two-step verification or Account Key for your Yahoo account, you'll need to generate a specific app password for Spark:

  1. Sign in and go to your Account security page.
  2. Click Generate app password or Manage app passwords.
  3. Select Other App on the list and type "Spark."
  4. Click Generate.
  5. Follow the instructions below the password.
  6. Click Done.
  7. Return to Spark and use the password you're just generated while connecting your Yahoo account.

Exchange/Office 365

Exchange and Office 365 accounts have a number of specific requirements. We recommend you to check the separate troubleshooting article for a detailed guide on how to add your account.

Troubleshooting: Exchange/Office 365

Kerio Connect

Please check the network connection on your device. If your account still fails to connect, you can try using a different network.

Other providers or custom IMAP accounts

If your email provider is not listed here, you can add your account manually.

For iOS: Settings > Mail Accounts > Add Account > Set Up Account Manually.

For Mac: Preferences > Add Account > Set Up Account Manually.

For Android: Settings > Mail Accounts > Add Account > Other.

Make sure your email server meets the following requirements:

  • It supports IMAP protocol — Spark works with IMAP accounts and doesn’t support the POP3 protocol.
  • It supports a secure connection — Spark allows only SSL or STARTTLS protection.
  • It successfully performs SMTP authorization — Spark doesn’t set up an account when either the incoming or outgoing connection fails the authentication test.

You can check these settings on the web page of your email service or by contacting your network administrator.

For detailed instructions on how to submit the right settings while logging into Spark, check the troubleshooting article below.

Troubleshooting: Custom Email Accounts

Contact our support team

In case you’re still experiencing problems with adding your account, we are happy to help you personally.

  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 connect to [your email provider]”. For example, “Cannot connect to Outlook.” We need this email subject to provide you with a quick, personal reply.
  4. In your message, please specify your problem and write the email address you’re trying to log in.
  1. In Spark, 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 connect to [your email provider]”. For example, “Cannot connect to Outlook.” We need this email subject to provide you with a quick, personal reply.
  4. In your message, please specify your problem and write the email address you’re trying to log in.

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 connect to [your email provider]”. For example, “Cannot connect to Outlook.” We need this email subject to provide you with a quick, personal reply. We only need to know what type of account you experience issues setting up in Spark. Do not share your password with anyone.
  4. In your message, please specify your problem and write the email address you’re trying to log in.

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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