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March 14, 2019

Can’t Connect to a 126.com or 163.com Account

If you’re experiencing trouble adding your 126.com or 163.com account to Spark, please follow these steps:

1. Make sure that the IMAP protocol is enabled on the native webpage of your account

  1. Open your 126.com or 163.com account and select Settings.
  2. Select POP3/SMTP/IMAP and tick IMAP/SMTP.
  3. An authorization pop-up message will come up. Please click OK to continue.

2. Generate an authorization code for Spark

  1. Please select Authorization Code on the sidebar and enable the preference to set the code.
  2. A pop-up message will come up asking you to send a text to a specific number. Please send the message > Tap Sent now > OK.
  3. A pop-up banner will appear asking you to enable the SMTP/POP3/IMAP protocol. Please tap OK to continue.
  4. A message with the authorization code will be displayed. Please save this code.

3. Use the authorization code to login to Spark

  1. Click Spark at the top left of your screen.
  2. Select Add Account > Set up account manually.
  3. Enter your email and the authorization code in the password section.
  4. At this point, your account won’t be added to Spark yet and an error-message will appear informing you that the account wasn’t connected to Spark.
  1. In Spark, tap the menu icon  at the top left.
  2. Open Settings > Mail Accounts > Add Account.
  3. Select Set Up Account Manually.
  4. Enter your email and the authorization code in the password section.
  5. At this point, your account won’t be added to Spark yet and an error-message will appear informing you that the account wasn’t connected to Spark.
  1. Tap the menu icon  at the top left.
  2. Open Settings > Mail Accounts > Add Account.
  3. Select Other.
  4. Enter your email and the authorization code in the password section.
  5. At this point, your account won’t be added to Spark yet and an error-message will appear informing you that the account wasn’t connected to Spark.

4. Check for a “Blocked Email Access” message

  1. Open your 126.com or 163.com email account’s Inbox to check if you've received an email regarding a blocked access by a third party email client.
  2. Please follow this link to allow access for Spark to your email account: http://config.mail.163.com/settings/imap/login.jsp?uid=xxxx@xxxx.com
  3. Enter your email and password to login to your account one more time.
  4. A security warning should appear. Please agree with it and tap Next.
  5. Follow the onscreen instructions to verify your phone number.
  6. Now you should see this notification allowing you to use Spark.

5. Login to Spark with the authorization code one more time

Please repeat the actions described in step 3 to add your account to Spark. Make sure to enter the authorization code to the password field.

Before adding your account, 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.

6. Contact our support team

If you’re still experiencing problems adding your 126.com or 163.com account, we are happy to help you personally.

  1. Launch Spark and click Help at the top left of your screen. Select Send Feedback.
  2. A new email window will appear. In the Subject: line, write “Cannot connect to a 126.com/163.com account.” We need this email subject to provide you with a quick, personal reply.
  3. In your message, please write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
  4. Send the email, and our support team will get in touch to solve your problem.

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.

  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 a 126.com/163.com account”. We need this email subject to provide you with a quick, personal reply.
  4. In your message, please write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
  5. Send the email, and our support team will get in touch to solve your problem.

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.

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 a 126.com/163.com account”. We need this email subject to provide you with a quick, personal reply.
  4. In your message, please write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
  5. Send the email, and our support team will get in touch to solve your problem.

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.

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.

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