When you add an account to Spark, you may not see your email provider on the list. You can add a custom email address manually. To make sure it connects successfully, please follow the steps below.
Make sure your email server meets the following requirements:
You can check these settings on the web page of your email server or by contacting your network administrator.
When you add a custom email account, please make sure you submit the needed settings.
If your custom account is the first one you add to Spark:
If your custom account is the first one you add to Spark:
If your custom account is the first one you add to Spark:
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) or Google (Spark uses its servers) is allowed.
Alternatively, you can try to connect your account using a different network.
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.
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.
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 [link] to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.
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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