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    Cannot Connect to an iCloud Account

    The iCloud email address should have the @icloud.com, @me.com, or @mac.com domain name. 

    Apple requires third-party apps (like Spark) to use app-specific passwords with iCloud accounts. An app-specific password is a single-use password you generate on the Apple ID webpage and paste into the password field to log in to Spark.

    1. Enable the two-factor authentication

    To generate an app-specific password, make sure you have two-factor authentication enabled. You can find detailed instruction in this article by Apple.

    Note: Some Apple IDs created in iOS 10.3 or macOS 10.12.4 and later versions are protected with two-factor authentication by default.

    2. Add your iCloud 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 access to Spark (as the third-party email application) is allowed. Alternatively, you can try to connect to a different network.

    Please make sure you add your iCloud IMAP account address, not an iCloud alias. You can check your email address in Mail on iCloud.com (click on the Settings icon at the bottom right > Preferences > Accounts).

    To add your account to Spark:

    Mac OS Windows Android iOS
    1. Open Spark Settings.
    2. Select Accounts > Add Account.
    3. Enter your iCloud email, which ends with @icloud.com, @me.com, or @mac.com.
    4. In the password field, you need to paste the app-specific password, not the standard password from your account. Click the Generate button next to Generate an app-specific password.
    5. You will be directed to the Apple ID webpage. Sign in as usual.
    6. In the Security section, click Generate Password.
    7. Enter the password label, e.g. “Spark” and click Create.
    8. Copy this password.
    9. Return to Spark, paste the password you generated in the password field and click Add.
    1. Open Spark Settings.
    2. Select Accounts > Add Account.
    3. Enter your iCloud email, which ends with @icloud.com, @me.com, or @mac.com.
    4. In the password field, you need to paste the app-specific password, not the standard password from your account. Click the Generate button next to Generate an app-specific password.
    5. You will be directed to the Apple ID webpage. Sign in as usual.
    6. In the Security section, click Generate Password.
    7. Enter the password label, e.g. “Spark” and click Create.
    8. Copy this password.
    9. Return to Spark, paste the password you generated in the password field and click Add.
    1. Tap the menu icon   at the top left.
    2. Tap Settings  .
    3. Choose Email Accounts > Add Account > Private email account > iCloud.
    4. Enter your iCloud email, which ends with @icloud.com, @me.com, or @mac.com.
    5. In the password field, you need to paste the app-specific password, not the standard password from your account. Click the Generate button next to Generate an app-specific password.
    6. You will be directed to the Apple ID webpage. Sign in as usual.
    7. In the Security section, click Generate Password.
    8. Enter the password label, e.g. “Spark” and click Create.
    9. Copy this password.
    10. Return to Spark, paste the password you generated in the password field and click Add.
    1. Tap the menu icon   at the top left.
    2. Open Settings.
    3. Tap Email Accounts > Add Account > Private Email Account.
    4. Enter your iCloud email, which ends with @icloud.com, @me.com, or @mac.com.
    5. In the password field, you need to paste the app-specific password, not the standard password from your account. Click the Generate button next to Generate an app-specific password.
    6. You will be directed to the Apple ID webpage. Sign in as usual.
    7. In the Security section, click Generate Password.
    8. Enter the password label, e.g. “Spark” and click Create.
    9. Copy this password.
    10. Return to Spark, paste the password you generated in the password field and click Add.

    If your iCloud account is the first one you try to add to Spark, launch the app and click Start Using Spark. Enter your iCloud email address, tick the checkbox to agree with Spark Terms of Use and the Privacy Policy, and click Next.

    Then, generate and paste an app-specific password as described above.

    3. Contact our support team

    If you’re experiencing issues adding your iCloud account, we are happy to help you personally.

    Mac OS Windows Android iOS
    1. Open Spark Settings.
    2. Select Support and click Send next to Diagnostics information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to iCloud". We need this email subject to provide you with a quick, personal reply.
    4. In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
    5. Send an email, and our support team will get in touch to solve your problem.

    If the email account you cannot connect is your first account you try to add, please use this guide:

    1. Open Finder.
    2. Hold Option key and press Go menu on the top of the screen.
    3. Select Library in the list of folders.
    4. Find and open Logs folder.
    5. There should be Spark Desktop folder that contains all the application logs. Please compress then into one archive.
    6. Send it to us in any convenient way. If it's going to be a separate email, please change the subject line to "Cannot connect to iCloud".
    1. Open Spark Settings.
    2. Select Support and click Send next to Diagnostics information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to iCloud". We need this email subject to provide you with a quick, personal reply.
    4. In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
    5. Send an email, and our support team will get in touch to solve your problem.

    6. If the email account you cannot connect is your first account you try to add, please use this guide:

      Open C:\Users\USERNAME\AppData\Local\Spark Desktop (Beta)\logs > Archive the “logs” folder (using Winrar, for instance) > Send it to us in any convenient way > Change the subject line to "Cannot connect to iCloud".

    1. Tap the menu icon   at the top left.
    2. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to iCloud". We need this email subject to provide you with a quick, personal reply.
    4. In your message, 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.
    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. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    3. A new email window will appear. In the Subject: line, write "Cannot connect to iCloud". We need this email subject to provide you with a quick, personal reply.
    4. In your message, 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.
    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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