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    Contents
    • Spark Onboarding
      • Is Spark Available for Windows?
      • Sync Spark Across Multiple Devices
      • Change Your Email For Sync
      • Connect to Your Email Account in Spark
      • Add More Email Accounts to Spark
      • Email Storage and Backups
      • Connect Other Productivity Apps to Spark
      • Enable Notification Badges
      • Customize Notifications
      • Threads
      • Can I Change My Password In Spark?
      • How Can I Remove an Email Account From Spark?
      • Can I Change Advanced Settings For a Custom Account?
      • Set Spark as a default email client
      • Mark as Done
      • Accept or block new senders
      • Pin and Priority
      • Set aside vs Pin vs Snooze
      • Group emails by sender
      • Send large attachments with Spark
    • Using Spark
      • Customize the sidebar
      • Turn on the Dark Mode in Spark
      • Customize your Smart Inbox
      • Customize shortcuts
      • Manage emails with swipes
      • Set default browser and customize the email viewer
      • Personalize the toolbar
      • How to change app language and customize the app on Android 13
      • Compose an email
      • Use email templates
      • Manage email signatures
      • Attach a file to an email
      • Schedule an email to send later
      • Set follow-up reminders
      • Set up an email alias
      • Select the font of your emails
      • Use rich text formatting in emails
      • Email a group of contacts
      • Automatically Cc or Bcc emails
      • Display the Inbox of each account separately
      • Create a Smart Folder
      • Use Smart Search
      • Snooze an Email
      • Perform Actions on Multiple Emails
      • Create a Folder
      • Avatars in Spark
      • How spam is handled in Spark
      • Answer Emails Using Quick Replies
      • Use Siri Shortcuts with Spark
      • Use Keyboard Shortcuts
      • Undo the Last Action
      • How can I print an email?
      • Change the Font for reading emails in Spark
      • How Can I Change the Language in Spark?
      • Use Gmail Labels
      • Can I Connect to One Drive for Business in Spark?
      • Spark Widgets in iOS14
      • Is Family Sharing available for Spark Premium?
      • Spark Widgets on iOS16
      • Use Stage Manager with Spark on iPad
    • Spark for Teams & Billing
      • How to Create and Manage a Team
      • Add and Remove Team Members
      • Shared Drafts: Write Emails Together With Your Team
      • Shared Threads: Discuss Emails With Your Team
      • Shared Links: Move Your Emails Outside the Inbox
      • Team Roles
      • How to Delegate an Email
      • How to Upgrade Spark to Premium
      • Shared Inboxes
    • Troubleshooting
      • Email Is Displayed Incorrectly
      • Wrong Contact Suggestions
      • "Can't reach the server" Message
      • The Badge Displays the Wrong Number
      • Spark on Apple Watch doesn’t work
      • Issues with Smart Search
      • Can’t Receive Push Notifications
      • Cannot Send Emails
      • The App Quits Unexpectedly
      • Remove Irrelevant Contact Suggestions
      • Issues with installing or updating Spark
      • Cannot Set Up a Custom Email Address
      • Cannot Add an Exchange or Office 365 Account
      • Cannot Connect to a Gmail Account
      • Cannot Connect to an iCloud Account
      • Can't Connect to My Account
      • Can’t Connect to a QQ Account
      • Can’t Connect to an AOL Account
      • Can’t Connect to a 126.com or 163.com Account
      • How to Clean Install Spark for Mac
      • Enable the IMAP Protocol for Gmail and G Suite Accounts
      • Can’t Connect to a Yandex Account
    • Calendars & Integrations
      • Enable and view calendars in Spark
      • Add an iCloud calendar to Spark
      • Create an event
      • Edit or delete an event
      • Change calendar notifications and appearance
      • What calendars can I use in Spark?
      • Trello & Spark
      • MeisterTask & Spark
      • Todoist & Spark
      • Asana & Spark
      • Apple’s Reminders & Spark
      • 2Do & Spark integration
      • OmniFocus
      • Things
      • Evernote
      • OneNote
      • Bear
      • Zoom
      • GoToMeeting
      • Google Hangouts & Spark
      • TickTick
    • Privacy & Data
      • Spark Email Privacy: Everything you Need to Know
      • Remove data from Spark & request data copy or deletion
    • Contact us

    Can't Connect to My Account

    December 2nd, 2022

    While adding your 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.

    If you're still experiencing issues connecting your account, please find your email provider on the list and check the main requirements for a successful login.

    Some sections contain links to troubleshooting articles for the selected email accounts. Check these guides to find detailed instructions:

    Jump to:
    • iCloud
    • Gmail
    • Outlook
    • Yahoo
    • Exchange/Office 365
    • Kerio Connect
    • Other providers or custom IMAP accounts

    iCloud

    You need to generate an app-specific password on the Apple ID webpage and paste it into the password field in Spark. Make sure you submit this single-use password, not the standard password from your account.

    Before generating an app-specific password, make sure you have two-factor authentication enabled.

    Troubleshooting: iCloud

    Gmail

    Make sure you submit the needed login details:

    • If you have generated an app-specific password, please note it is used only with apps that, unlike Spark, don 't support two-step verification. Please enter the standard password from your email account instead.
    • If you have two-step verification enabled, you need to enter an additional verification code after submitting your password.

    Troubleshooting: Gmail

    Outlook

    Spark supports two-step verification for Outlook accounts to provide an extra layer of security. If you’ve turned it on, you need to enter an additional security code when signing in. Outlook can send you a verification code via a text message, a call, an authenticator app, or your alternate email address. Make sure you enter the exact code you receive.

    You can manage the two-step verification method in the Security settings of your Microsoft account.

    Yahoo

    If your account fails to connect, try to log into it using a browser. Go to the Yahoo sign-in page and enter your email and password to sign in. If you can sign into your account in a browser, try to do it again in Spark.

    If you 've activated two-step verification or Account Key for your Yahoo account, you 'll need to generate a specific app password for Spark:

    1. Sign in and go to your Account security page.
    2. Click Generate app password or Manage app passwords.
    3. Select Other App on the list and type "Spark. "
    4. Click Generate.
    5. Follow the instructions below the password.
    6. Click Done.
    7. Return to Spark and use the password you 're just generated while connecting your Yahoo account.

    Exchange/Office 365

    Exchange and Office 365 accounts have a number of specific requirements. We recommend you to check the separate troubleshooting article for a detailed guide on how to add your account.

    Troubleshooting: Exchange/Office 365

    Kerio Connect

    Please check the network connection on your device. If your account still fails to connect, you can try using a different network.

    Other providers or custom IMAP accounts

    If your email provider is not listed here, you can add your account manually.

    For iOS: Settings > Mail Accounts > Add Account > Set Up Account Manually.

    For Mac: Preferences > Add Account > Set Up Account Manually.

    For Android: Settings > Mail Accounts > Add Account > Other.

    Make sure your email server meets the following requirements:

    • It supports IMAP protocol — Spark works with IMAP accounts and doesn’t support the POP3 protocol.
    • It supports a secure connection — Spark allows only SSL or STARTTLS protection.
    • It successfully performs SMTP authorization — Spark doesn’t set up an account when either the incoming or outgoing connection fails the authentication test.

    You can check these settings on the web page of your email service or by contacting your network administrator.

    For detailed instructions on how to submit the right settings while logging into Spark, check the troubleshooting article below.

    Troubleshooting: Custom Email Accounts

    Contact our support team

    In case you’re still experiencing problems with adding your account, we are happy to help you personally.

    Mac OSiOSAndroid
    1. Launch Spark and click Help at the top left of your screen.
    2. Select Send Feedback.
    3. A new email window will appear. In the Subject: line, write “Cannot connect to [your email provider]”. For example, “Cannot connect to Outlook.” We need this email subject to provide you with a quick, personal reply.
    4. In your message, please specify your problem and write the email address you’re trying to log in.
    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 [your email provider]”. For example, “Cannot connect to Outlook.” We need this email subject to provide you with a quick, personal reply.
    4. In your message, please specify your problem and write the email address you’re trying to log in.
    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 [your email provider]”. For example, “Cannot connect to Outlook.” We need this email subject to provide you with a quick, personal reply. We only need to know what type of account you experience issues setting up in Spark. Do not share your password with anyone.
    4. In your message, please specify your problem and write the email address you’re trying to log in.
    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.

    Read next: Can’t Connect to a QQ Account
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