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    Can’t Connect to a Yandex Account

    May 1st, 2020

    If you’re experiencing troubles adding a Yandex account to Spark, please follow these steps.

    1. Make sure you are using IMAP:

    1. Log in to your account in browser.
    2. Click the Settings icon at the top.
    3. Choose All Settings > Email Clients. 
    4. Make sure the From the imap.yandex.com server via IMAP checkbox is ticked.

    2. Make sure you submit the required login details

    If you don't have a two-factor authentication enabled and haven't used the app password, you can tick Portal password as it is shown on the screenshot above and use your usual password to log in to Spark.

    If you have a two-factor authentication or the app passwords security option enabled for a Yandex account, please create a specific passcode for Spark and paste it into the required field to log in to Spark.

    To check what security method you have enabled please follow this link. Here the screenshot displays an account where none of the options were chosen.

    To create an app password, kindly follow these steps:

    1. Go to the access management page.
    2. Select App passwords > Create an App password.
    3. Enter the name of the application that you are creating a password for. The password will be shown with this name in the list.
    4. Click the Create password button. The app password will appear in a pop-up window.

    Note: The 'Portal password' option is not available if you already use the app password.

    3. Multiple Login attempts

    If you have been trying to add a Yandex account to Spark for a couple of times, the server of this account could block Spark’s connection. In this case to allow the account to be added to Spark, please follow this link and enter the symbols that you will see.

    4. Add your Yandex 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.

    Mac OSiOSAndroid
    1. Click Spark at the top left of your screen.
    2. Select Add Account > Set up account manually.
    3. Enter your email and password.
    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 address and password.
    1. Tap the menu icon   at the top left.
    2. Open Settings > Mail Accounts > Add Account.
    3. Select Other.
    4. Enter your email address and password.

    5. Contact our support team

    If you’re still experiencing difficulties adding your Yandex account, we are happy to help you personally.

    Mac OSiOSAndroid
    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 Yandex 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 > Diagnostics > Send Diagnostics Information.
    3. A new email window will appear. In the Subject: line, write “Cannot connect to a Yandex 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. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    3. A new email window will appear. In the Subject: line, write “Cannot connect to a Yandex 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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