# Mail provider connection failures

> What each error means when adding or reading a mailbox, and how to fix it.

- Tool: Warsha Emails
- Section: Troubleshooting
- Applies to version 2026-10-16
- Last updated: 2026-10-16
- Source: https://warshalabs.com

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## What are you trying to do?

Fix a mailbox whose test failed when adding it, or that stopped working after it had worked.

## Steps

1. **Read which side failed.** The test is shown for two sides: **receiving (IMAP)** and **sending (SMTP)** — each with its own reason.

2. **Match the message with its fix** in the list below.

3. **Test again** from the same page. Nothing is stored before it passes.

## What can go wrong

**“Wrong email or password (or an app password is required).”** The most common cause: your provider does not accept your normal password from apps. In **Gmail**, turn on 2-step verification first, then create an “app password” in your Google account settings and use it here. In **Yahoo**, create an app password in the account security settings. For company mail, check the user name — usually the full address.

**“The server certificate or encryption does not match.”** The port and the encryption do not fit: 993 and 465 = SSL · 143, 587 and 2525 = STARTTLS.

**“Timed out” or “Cannot reach the server”.** The server name or port is wrong, or your provider blocks the connection. Check both on your provider's help page.

**“Port not allowed.”** Receiving allows 993 or 143; sending allows 465, 587 or 2525.

**“Type the server name, not an IP address.”** Only a server name is accepted, such as `mail.company.com`.

**“This mailbox password no longer works.”** The mailbox's password was changed at its provider, or the app password was revoked. The **mailbox's manager** enters it again in the mailbox's settings.

**Outlook and Microsoft 365 mailboxes** are added with “Sign in with Microsoft”, not a password. **“Microsoft did not give permission, and nothing was saved.”** Try again and accept the permissions. **“Your organisation’s administrator must approve the «Warsha Emails» app at Microsoft first.”** Your company account blocks employee consent; its administrator approves once. **“This sign-in attempt expired or was already used.”** Start again. If a mailbox later asks you to connect again, the Microsoft password was changed or the permission was removed.

## Something you won't expect

**“Unknown server” is not an error.** It means nobody has used this server with Warsha Emails before. Because your password will be sent to it, we ask you to make sure it really is your provider's server before continuing.

Servers on internal networks or given as bare IP addresses are not accepted — to protect you and our servers alike.