This article applies to SmarterMail accounts with Two-Factor Authentication (2FA) enabled.
If your email app, phone, or desktop mail client has suddenly stopped sending or receiving messages, this may be caused by an outdated App Password. Mail clients need to be updated with your current App Password to keep syncing properly.
Follow the steps below to and get your mail client working again.
Step 1: Log into Webmail
Log into SmarterMail webmail using your regular account password.
You will see the popup below immediately after logging in. Click the eye icon next to the IMAP field to reveal it, and proceed to Step 3.
Step 2: Find Your App Password (if you don't see the popup above)
- Go to Settings > Account
- Scroll down to the Two-Factor Authentication section
- Click the eye icon next to the relevant password (IMAP/POP/SMTP, WebDAV, or LDAP) to reveal it
- Copy the password shown
Step 3: Update Your Mail Client
Enter this password wherever your mail client asks for your email password (Outlook, phone mail app, Thunderbird, etc.). Once entered, your client should resume sending and receiving normally.
Note: Your regular webmail login password has not changed — only the App Password used by mail clients needs updating.
If you need help resetting your Two-Step Authentication (2FA), please contact your domain administrator.