Email Troubleshooting Guide

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SalesLoft connects with your mail server to send genuine one-to-one emails to your prospects. If you receive an email error in SalesLoft, you may need to change your mail server's configurations to successfully connect your email. Use this troubleshooting guide to get you back lofting!

What error message are you receiving?

I don't see my error message here.


Username or Password Invalid

The username and password provided in SalesLoft is being rejected by your mail server.

Solution 1: Try re-entering the username and password.

  • If you are including the @domainname.com in your username, try entering it without the domain name, and vice versa.

Solution 2: Ensure that you have access to connect to your company's mail server via IMAP/SMTP. Please check with your IT administrator.

Solution 3: Ensure that your account has been given permission for TLS Authentication. Please check with your IT administrator.

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Connection to Server Timed Out

SalesLoft is unable to connect with your server.

Solution 1: Verify with your IT administrator that the server and port numbers provided to SalesLoft are correct.

Solution 2: Please have your IT team verify that SalesLoft's IP address and respective ports are whitelisted. When our server’s IP addresses with the respective ports have not been whitelisted by your IT administrator, the connections will be blocked.  Learn more about whitelisting SalesLoft's IP addresses here.

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Email Client Not Configured

An error occurred while sending your email batch. This is usually due to a temporary connection issue with your mail server.

Solution: Re-verify and save your SMPT/IMAP protocols by navigating to "Settings" then "Emails." Once your protocols are re-verified, simply navigate back to the email step and run it again.

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Invalid Server or Port

The port numbers provided to SalesLoft are incorrect.

Solution: Verify your port numbers with your IT administrator. 

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Problem with IMAP Server

Your company mail server is not configured properly to integrate with SalesLoft.

Solution: Confirm with your IT administrator that your email server is configured correctly.

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This IMAP Server is Not Supported

UIDPLUS is not enabled or advertised as available. UIDPLUS is required for SalesLoft functionality.

Solution: UIDPLUS is available with Exchange 2010 Service Pack 1 or newer. Ask your IT administrator to verify you are on this minimum version and enablethe UIDPLUS extension in order to be compatible with SalesLoft.

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Unknown Host

The server name provided to SalesLoft is incorrect.

Solution: Ask your IT administrator to ensure DNS is configured properly for external communication.

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LOGIN Failed

The mail server rejected the connection when SalesLoft attempted to send the email.

Solution: Re-verify and save your SMPT/IMAP protocols by navigating to "Settings" then "Emails." Once your protocols are re-verified, simply navigate back to the email step and run it again.

Still need help?                                                                                                                       Back to the top.


Still Need Help?

We're sorry this troubleshooting guide didn't resolve your issue. Please contact us at support@salesloft.com so we can help!

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